Good morning, and welcome to the final issue of my monthly update for 2025.

At the end of April, we introduced a new communications approach to strengthen employee engagement and ensure you have better visibility into what’s happening across the organization. Since then, I’ve shared key highlights on our progress in the focus areas discussed at Symposium in February, and our company-wide town hall in March. While these updates don’t capture everything happening across the company, our goal has been to keep you informed about the initiatives that matter most, especially those with the greatest impact on you and our clients.

This year, and going forward, our priority remains the same: delivering the best client experience. As with any transformation, we’ve faced growing pains and learned important lessons, but we’ve faced them together. And the results are showing that we’re on the right path. We continue to see improvements in Transaction Cycle Time (TCT), decreasing by 13%, and in our Google Review Rating, increasing to a 4.36, reflecting faster delivery of equipment and stronger overall client satisfaction.

As we close out the year, I want to express my sincere gratitude for everything you’ve done to move our company forward. This has been a year of hard work, progress, and meaningful impact- and none of it would have been possible without your dedication, resilience, and teamwork.

Thank you for all you’ve contributed. I’m proud of what we’ve accomplished and excited for what we will achieve together in the year ahead.

Wishing you and your families a joyful holiday season and a happy, healthy new year.

Following my commitment in last month's update around better two-way communication on important initiatives, we have continued listening and responding to feedback from across the organization and ATP Advisory Councils, more specifically around opportunities to improve the client's experience with Centralized Client Services (CCS) and Remote Service Support (RSS). Over the past few weeks, we decentralized multiple branches and focused on backfilling open positions, along with hiring mid-shift and part-time support. These changes have already made a measurable impact: our average time to answer improved from 27:35 (week of 11/2–11/8) to 7:45 (week of 11/30–12/6), a 72% improvement.

Additionally, on Thursday, December 11, from 2:30–4:00 PM EST, the Centralized Client Services and Remote Service Support teams will be in their scheduled monthly training. During this time, all calls will be routed directly to the branches for branch staff to support.

These monthly trainings are designed to strengthen our teams’ ability to effectively handle client and clinician calls. Topics are selected using field feedback to ensure we’re addressing the most relevant needs.

Upcoming Training Dates

January 22 | 2:30–4:00 PM EST

February 26 | 2:30–4:00 PM EST

March 19 | 2:30–4:00 PM EST

Thank you for your support and understanding as we continue working to create the best possible experience for our clients.

The transition from the Fuze platform to RingCentral is nearly complete across the US, bringing enhanced functionality and improved service for both calls and messaging.

Here's where we are:

Phone numbers: 1,648 of 1,661 numbers have successfully ported to RingCentral—99.2% complete.

Text messaging: 1,589 of 1,663 text message accounts are active and functioning as expected—95% complete.

We appreciate everyone’s patience during this transition and are confident that the move to RingCentral will improve communication across all NSM branches. By the end of December, all US branches should be operating completely out of the RingCentral platform and all known challenges addressed.

We’re blown away by the incredible response to Spark Tank, NSM’s company-wide innovation challenge. The challenge closed on November 25 and generated more than 250 ideas. We’re already seeing fantastic submissions focused on improving our business, strengthening our processes, and enhancing client satisfaction.

Operational Excellence (OpEx) has formed a Spark Tank Review Committee to evaluate all submissions. The committee will assess each idea based on:

- Impact on the business or client (financial or customer experience)

- Ease and feasibility of implementation

- Potential savings, cost improvements, or cost avoidance

The committee will review all submissions, narrow down the list, and bring the finalists to the senior leadership team. Our goal is to complete all reviews by the end of the year, and the winners will be announced in January.

Client feedback is key to improving the experience we deliver. Last month, we launched a pilot in the NorCal region with an updated satisfaction survey process designed to make it easier for clients to share their feedback.

For years, we’ve used Press Ganey to send 36-question surveys by mail or email after an order is delivered. But response rates have dropped, and fewer than 3% of clients completed a survey in 2024. To improve client survey response rate, we’re moving to a shorter, more timely survey sent by text message.

The new survey will be just 3-5 questions and sent at three key points:

- After evaluation

- After funding approval

- After order delivery

This “pulse survey” approach will help us better understand the client experience throughout the process- not just at the end. 

After four weeks of the pilot, we are already seeing an 8.2% survey completion rate and an average Google rating of 4.2! We are expanding the pilot to the Colonial Valley region this week and will then roll it out to the rest of the branches by mid-January. We will keep you updated as we continue to expand to each region.

Did you know NSM has ATP advisory councils across several departments? These groups help bring forward new ideas, sharing feedback on initiatives we’re exploring, and ensuring we stay closely connected to the needs of our customers and teams.These advisorty councils' insights play a key role in shaping our priorities and driving thoughtful, informed decision-making. Beginning in January we will be looking to add new members to our advisory councils so please be on the look out for more information in the December ATP Advisor about how to get involved.

NSM's Home Access Inside Sales team recently came together for a two-day training and development workshop focused on sharpening product knowledge, streamlining sales processes, and elevating the customer experience.

Through a mix of role-play exercises, product deep dives, and open discussions, the team worked to strengthen communication, build confidence, and align around consistent best practices. The collaborative environment encouraged idea-sharing and problem-solving, helping team members learn from each other’s experiences and approaches.

Participants left the workshop energized and aligned, with clear takeaways to improve lead management, shorten the sales cycle, and strengthen coordination with field teams. The sessions also reinforced a shared commitment to delivering exceptional service and supporting customers throughout their journey.

A big thank-you to all involved for their leadership, engagement, and support in making this workshop a success!

Pictured from left to right: Wendy Dutilly, Wendy Vazquez, Zach Dodge, Adam Pender, Brittany Stephens, Kim Bergstrom, Josh Banner, Niraj Patel

When Kim decided to switch her daughter Carissa’s medical supply provider to National Seating & Mobility, she was connected with our Intake Specialist, Jamie Unger. From day one, Jamie and Kim worked hand-in-hand to ensure Carissa was set up for success with her first order and monthly resupplies. Together, they navigated the differences in insurance coverage between states and made the transition smooth and stress-free. Throughout the process, Jamie was inspired to learn that Kim is writing a book about Carissa’s journey—a story filled with courage, hope, and perseverance that will help other families walking a similar path. This story is a wonderful example of the compassion, dedication, and connection our Intake team brings to every new client experience. At NSM, it’s not just about supplies—it’s about the people and the relationships that make a difference.

Flu season is approaching, and NSM wants to keep everyone healthy. Influenza can lead to serious complications- especially for young children, older adults, and the medically fragile populations we serve.

The flu vaccine is safe, low-risk, and far safer than getting the flu.

Important: While vaccination isn’t required, submitting your Influenza Vaccine Acceptance/Waiver form is mandatory each year. It’s fully electronic