⚠️ Correction: The hours of operation for Centralized Customer Service is 8 a.m. – 8 p.m. ET. ⚠️
The previous email stated the wrong time zone. We apologize for any confusion.

Over the last year, we’ve introduced several important operational changes designed to serve our clients better. I know that change can bring both opportunity and challenge, and I’ve heard from a number of you that some of these changes have made your jobs harder, at least in the short term.

First, I want to acknowledge that feedback. When you say things aren’t working as smoothly as they should, or that communication feels one-sided, that’s important for us to hear. We can, and must, do a better job of creating real two-way communication around our key initiatives. I will continue to use this monthly update, as well as WNSM, to share important updates on these initiatives.

With any transformation, there are growing pains and lessons along the way, but together, we’ll work through them. As we move forward, we must trust the process, stay aligned, and continue supporting one another. Every team shares the same end goal- helping our clients receive their equipment and necessary repairs as quickly and smoothly as possible.   

We are one team, united by a common mission. Extend grace to yourself and your teammates as we work through these changes. Mistakes are part of the learning process. By maintaining trust, and remaining focused on continuous improvement, we will continue to strengthen our operations and deliver exceptional service to our clients.

Thank you for your continued commitment and resilience. I deeply appreciate the work you do every day to move us forward. Change takes time, and with your input and collaboration, I’m confident we’ll come out stronger than ever.

Since rolling out Centralized Client Services across all US branches at the end of September, we have made significant progress and continue to learn and adapt as an organization. This has been a major shift, and while we are less than two months in, the early results and engagement from across the company have been very encouraging; however, we know there is still room for improvement. Your feedback has helped shape some early enhancements designed to improve the client's experience when calling NSM.

Centralized Customer Service (CCS) Operational Updates

- Expanded Hours: Service hours are now extended from 8 a.m. to 8 p.m. ET, providing greater access and flexibility for both clients and teams.  

- Clinician Priority Queue: Clinicians are now prioritized and connected in under one minute. This feature was successfully piloted in six branches for a month before being rolled out last month.  

- New Inbound Interactive Voice Response (IVR): A new phone menu was rolled out last month to help clients reach the correct department more efficiently.  

- Training: All feedback shared through the form is being regularly addressed with each agent, and additional training is being provided. Beginning this month, we are now using the submissions to identify trends and provide monthly team-wide training. In addition, we are having monthly call listening sessions to provide additional training, evaluate performance and share best practices.

- Simplified Processes: We are discontinuing SmartSheet emails and now using Mobility Advisor (MA) to send appointment confirmation emails. Please note, the CCS team is not monitoring replies to these emails.

How You Can Help: When Calls Are Transferred, Please Return the Voicemail

70% of inbound calls are being resolved without escalation by the CCS team, reflecting the growing effectiveness of our frontline teams. When clients request to speak to a specific person at a branch, calls are routed directly to the branch to ensure a positive experience. However, when a call is not returned, we are seeing the clients are calling back.

For example, last Monday alone, the CCS team managed 7,500 interactions, averaging 240 calls every 15 minutes. Of those 7,500 interactions, 818 were transferred to branches and left voicemails, then the following week 576 of those calls came back to the CCS team because their voicemail was not returned. It is important that we make it a priority to respond to all voicemails as quickly as possible. 

Remote Service Support (RSS) Process Improvements

At the end of October, the RSS team completed an overhaul on the service experience and created standardization across the team, ensuring that each client receives the same experience. For example, each client will now receive a multipoint inspection via Live Lens or video call to identify any other potential issues with their equipment. This is in an effort to cut down on the need for multiple appointments and create a more proactive service experience.

Moving Forward as One Team

Change of this scale takes time. We must trust the process, stay aligned, and continue supporting one another. Every team shares the same end goal- helping our clients receive their equipment as quickly and smoothly as possible. We will be sharing more information in next month's update on the roles and responsibilities of the CCS and RSS teams in order to provide even more transparency and clarity into the team and process. 

Thank you for your continued commitment as we move forward together.

We’re blown away by the incredible response to Spark Tank, NSM’s company-wide innovation challenge! Since launch, we’ve received over 185 ideas -  including an impressive 35 submissions in just the first four hours.

At NSM, innovation starts with you — the people who know our work best. Your creativity, insight, and passion are what move us forward. Every idea, big or small, helps shape the future of how we serve our clients and each other.

💡 Don’t forget: Spark Tank is open through November 25, and up to five winners will each receive $2,000.

There’s still time to make your mark — submit your ideas HERE!

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.

To date, we are already seeing a 12% survey completion rate! In addition, the majority of the surveys are resulting in 4 and 5-star Google Ratings also being left for the branches participating in the pilot! We will keep you updated as we work to expand this pilot to more regions through the end of the year.

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The Access division is coming off a strong month in October and continuing to build on the momentum. 

As the organization gears up for sustained growth, it's imperative that the organization also aligns its structure to have the most efficient and effective pathway to acquiring new customers and an appropriate span of control to facilitate this growth. As a result, Zach Dodge, Director, Access Marketing, will expand his scope within the demand generation aspects of the business. The Inside Accessibility Consultant (IAC) team will now report to Zach. This will bring the IAC team closer to the efforts and investments we are making in the market in advertising and customer reputation.

This change will also enhance the quality and feedback loop once a client reaches our team- helping us continuously refine how we connect with clients to provide the best-in-class experience. In addition, greater visibility into trends will allow us to be more nimble and data-driven in how we respond to market opportunities.

To get the team started on the right foot, the IAC team is traveling to the Franklin Corporate Office for training this week, coupled with a full day in our Nashville Access branch. The training will focus on using the best experiences for customer engagement through standardization of approach, tools, processes and product training. We look forward to making further investments in the IAC team and the broader business.

Anita, her son Joaquin’s lifelong advocate, including a longtime advocate in the special needs community, has always gone above and beyond not only for her son but for other families navigating the challenges of caring for their children. 

Her son, Joaquin, was originally supported through Kourtney Kropp’s family company, Sandia Companies, for many years. When a sole-source contract forced her to transition to another provider, she did so reluctantly. The moment NSM was able to step in as a provider, Anita jumped at the opportunity to work with us again for Joaquin’s supplies.

Anita now works closely with Alma Mendoza every month to manage Joaquin’s needs. Together, they’ve built a strong working relationship that gives Anita complete confidence her son’s monthly orders are handled seamlessly. She doesn’t have to worry—everything is taken care of.

Anita often shares with families how easy it is to get monthly supplies through NSM, from customizing orders to making the process simple and stress-free. Beyond her personal experience, Anita continues to advocate for other families- helping them learn about NSM’s expertise, our supply services, and how straightforward the process can be.

Anita and Joaquin's story really highlights why families trust National Seating & Mobility for their medical supply needs.

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

This Halloween, NSM client Laura and her husband Edward spread smiles in their adorable matching bumblebee costumes!

Laura lives with Fibrodysplasia Ossificans Progressiva (FOP)—a rare condition that presents incredible challenges. Yet her positivity and strength shine through every day. With Edward’s love and her family’s support, Laura continues to inspire teens with disabilities and remind us what true courage and joy look like.

Thanks to Alan Channin (ATP, Bronx, NY) and her Invacare Aviva Storm RX power wheelchair with Motion Concepts seating, Laura enjoys the comfort, mobility, and independence she deserves.

Here’s to Laura and Edward for reminding us all to keep buzzing with positivity and love this Halloween!