Cybersecurity is more important than ever. While our systems do a great job protecting NSM, we’re still seeing too many cases where cybercriminals are slipping through, and we all play a role in keeping our company and clients safe.

Phishing Emails Are Still Getting Through

Our email filters catch most threats, but not all. Some phishing messages still reach inboxes, and a number of employees have accidentally shared their NSM login details with bad actors.

Thankfully, our backup security systems have been able to catch these attempts, shut down the accounts, and quarantine affected devices, but we need to reduce how often this happens.

A few quick reminders:

We’ll be sharing a simple guide soon with tips to help you spot phishing attempts.

Browsing Risks Are Also a Concern

We’ve had a few cases where users unknowingly downloaded malware while visiting non-work websites. Examples include fake captchas or scam sites pretending to be companies like eBay. Even one click can lead to serious issues.

What NSM Is Doing

To better protect you and our network, we’re taking additional steps:

Stay Alert

Cybercriminals are always changing tactics. Please stay alert, report anything suspicious, and take a moment to think before you click. Your attention and care make a real difference.

Thank you for helping keep NSM safe.

Our Centralized Call Center will be fully rolled out across the US this week, and we’re already seeing strong performance improvements in most markets. Prior to centralization, we averaged a 36% abandonment rate; now we are seeing rates as low as 12-14%. This shift has helped us streamline inbound calls and increase consistency in the client experience.

Just last week, the team officially went live on RingCentral, which gives us more visibility into call activity and how the team is spending their time. With this data, we’re able to better identify performance trends and opportunities for improvement.

To further improve efficiency, we’ve made a few important changes, such as pausing warm transfers, to help the team handle more calls without sacrificing quality. In a few areas where performance hasn’t yet met expectations, we are actively addressing the gaps and evaluating what’s needed to get on track.

This transition is a key milestone in improving the way we support clients from the first call. Thanks to everyone for helping make it successful.

As part of our ongoing focus on operational efficiency, the AI Fax Triage project is now live across all branches. This initiative was designed to reduce administrative burden on our Customer Support Specialists (CSS) by automating the intake and routing of faxed order requests.

Using Synthpop’s AI-powered faxing portal, incoming faxes are sorted, classified, and routed directly into work orders or flagged for further review. To maintain high accuracy and quality, our AGS team supports the process, and audits show over 90% accuracy in work order creation.

Key results so far:

Next, we’re working with our vendor to implement enhancements such as:

This project reflects our commitment to automation, standardization, and empowering teams to work more strategically.

We are officially halfway through our RingCentral rollout, and so far, the transition is going smoothly. Many teams are using RingCentral as their new phone platform, and we’ve already gathered a few helpful insights:

No changes for clients or call flow. For those who answered calls through Fuze, it’s business as usual, just with a new platform behind the scenes.

You must manually extract your contacts from Fuze. If you saved contacts in Fuze, they won’t carry over automatically. Be sure to manually extract them before your Go Live date and import them into RingCentral to avoid losing important numbers.

Important Reminders

Your account won’t activate until your Go Live date. You may see some setup options ahead of time, but you won’t be fully functional until the official launch day for your team. Additionally, client calls will remain routed to Fuze until your Go Live date. 

RingCentral does not replace Microsoft Teams. You’ll still use Teams for chat, meetings, and collaboration. RingCentral is strictly your new phone and voicemail platform.

More updates and tips to come as we continue the rollout. Thanks to everyone for your adaptability and feedback.

We’re launching a new way to collect client feedback because our current survey process hasn’t changed in over 20 years, and response rates have dropped to just 3%. A similar process used by one of our payer partners saw response rates four times higher.

Here’s what’s changing:

Applies to new equipment orders only. Repairs, home access, and supplies will be added later.

Timeline:

Click here to learn more and view the updated survey questions. If you have questions, please send them to feedback@nsm-seating.com.

At the end of 2022, we launched a pilot program designed to proactively reach out to clients as they approach the fifth year of their wheelchairs' life. The goal was simple: to make sure our clients stay safe, mobile, and supported by checking in at a critical point in the lifecycle of their equipment.

What started as a small initiative has grown into a powerful engine for client care. By identifying needs before they become problems, we’re creating better outcomes for clients, and generating longer relationships with our clients.

Just this year, we've already served 37% more clients than we did in all of 2024 which shows how staying connected to our clients not only helps keep them moving but also fuels sustainable growth for NSM.

NSM's Supplies Division is proud to announce our expansion into New York and Tennessee this July. With this growth, we are now actively preparing to launch services in Oklahoma, Indiana, North Carolina, and South Carolina in the coming weeks.

As we approach go-live dates, our team will be connecting with local leaders to promote the internal referral supply button and drive engagement. Behind the scenes, we continue to make system-wide updates, including payer guidelines, fee schedules, and software enhancements to support a seamless rollout.

We’re excited to bring our services to more clients and appreciate the continued support from teams across NSM.

We’re excited to share recent growth in our Home Access division:

Cincinnati, OH – We’ve officially expanded into Cincinnati! Chase Viars, formerly a CRT technician at our Cincinnati branch, has been promoted to Access Sales Consultant and will lead our efforts in this new market.

Raleigh, NC – Raleigh is off to a strong start. Anthony Johnson has joined us as Access Sales Consultant, bringing over three years of home access sales experience in the area. We’re excited to have his expertise as we build momentum.

Houston, TX – In Houston, we’re deepening our presence by expanding our core product offering. Michael Owens has joined as our second Access Sales Consultant in the region. With over five years of experience in home access sales, Michael is already helping us meet growing demand.

Our Home Access team continues to grow, and we’re looking forward to the impact these new leaders will make.

NSM's Compliance Team is excited to announce the launch of PolicyCo, a new system to store and manage our Policies & Procedures. PolicyCo is designed to make accessing, understanding, and staying up to date with company policies and procedures easier and more efficient for everyone.
 
As we grow, it’s important that our tools keep up.  The new system does that by offering:

- One centralized location for all our policies & procedures

- Real-time updates and notifications when policies change

- Easy search and navigation

To access, click on 'Policies & Procedures' found at the top of the page on WNSM.

You’ll find many of our policies in the new system now, with more being added regularly. The system includes a great search feature and should provide much easier access to the policies you need. 
 
If you have questions or comments, please send to Compliance@nsm-seating.com.
 

I'm proud to share two recent examples of how our Canadian teams are making a difference in their communities.

Vancouver Team Supports the Downtown Eastside

David Bishop, David Lorenz, James Wall, and Bobbie Lopez from the Vancouver branch spent an afternoon in the Downtown Eastside offering free cleanings, tune-ups, and small repairs for people in the community. This area is home to many of our clients and is one of Canada’s most underserved neighborhoods.

The event was well-attended and deeply appreciated by both residents and local leaders. The team left feeling proud and connected to our mission..

Maritime Branches Join the Dragon Boat Festival

Our Fredericton and Moncton branches recently took part in the Dragon Boat Festival. To support the event, they held a BBQ fundraiser and raised $2,080 for the Lions Sick Children’s Fund and Ability NB’s Para NB program.

The team included staff, family, friends, and even healthcare partners. Thank you to everyone who continues to serve your communities with HEARTS.