The benefits of NORD 911, an after-hours customer support program
One of the hallmarks of exceptional customer service is ensuring someone in the organization is available 24 hours a day, seven days a week to answer customer questions and help solve their problems. NORD Gear Corporation’s commitment to its customers is demonstrated by the company’s broad range of customer support tools that give customers multiple avenues to get the help they need, when they need it. From live, U.S.-based technical and customer support to an after-hours emergency helpline and an online customer portal, NORD customers know help is just a call or click away.
Here’s a snapshot the customer service and technical support programs available from NORD:
- Live customer service – NORD offers live customer service Monday – Friday from 7:00 a.m. to 7:00 p.m. Central time at 888-314-6673.
- Emergency service with NORD 911 – If equipment breaks down afterhours, customers can call 715- NORD-911 in the U.S. (905-796-3606 in Canada) to get help with basic trouble-shooting, identifying technical resources, and ordering expedited parts or replacement units. The hotline is available 365 days/year.
- myNORD – NORD’s robust online customer portal allows customers to configure, price, draw, order and track their drive solutions from the standard NORD product portfolio.
- Experienced engineers – Complex, custom applications are no problem with NORD. Customers get access to a team of more than two dozen engineers.
“Many of the companies NORD works with are in industries that do not operate on a traditional, 8-to-5 schedule, so it’s important we respond quickly,” said Randy Brings, NORD’s customer service director. “Whether it’s manufacturing, packaging, warehousing or baggage handling, time is money and downtime is lost money.”
On average, NORD provides product quotes and acknowledges 98 percent of all orders within 24 hours. More remarkable, 25 percent of all orders are shipped within 24 hours, 45 percent within five business days and nearly 70 percent within two weeks – including custom products.
It’s this kind of customer service that has helped propel NORD to three consecutive years of double-digit sales growth. Currently, more than 600 gear units and over 300 motors are assembled each day at NORD’s U.S. headquarters in Wisconsin, which is in the midst of its sixth expansion since its founding in 1979.
“From application engineering to shipping, NORD goes the extra mile to ensure each customer receives a product designed to their application without sacrificing our industry-leading delivery times,” explained Brings. “Need a gearmotor with brake and encoder in three days? Custom hollow bore in two weeks? We have you covered.”
NORD manufacturers a wide selection of gearboxes, electric motors and drive electronics in various sizes and configurations. The modular design offers unlimited versatility with more than 20,000,000 combinations of gear motors and speed reducers available to provide customers with complete freedom to specify the precise drive solution that’s right for the job. NORD’s innovative drive solutions are trusted to power a range of applications in nearly every industry, including intralogistics and airport baggage handling, food and beverage, grain and bulk material handling, and other demanding environments.
For more information visit www.nord.com.