Standardized service system to enhance customer satisfaction

NTN Corporation (hereafter, NTN) integrated its aftermarket business sales offices in Japan with NTN Bearing Service Co., Ltd. (hereafter, NBS), its consolidated subsidiary, in April this year with the aim of strengthening sales in the aftermarket business in Japan. Accordingly, the company name NTN Bearing Service Co., Ltd. was changed to NTN Sales Japan Corporation (hereafter, NSJ).

Sales in the aftermarket business in Japan had been covered by two contacts, NTN sales offices and NBS until now. With this business integration, the contact point for sales will be covered solely by NSJ to better consolidate information as well as identify customer requirements faster and more accurately to provide a quicker business response.

Under the new system, regions with numerous contacts will be consolidated into a single contact point, with 3 regional offices, 7 branches and 6 sales offices serving as contact points for customers around all of Japan. Integrating to the new service system allows for an increase in visits to customers, as well as more accurate response to technology and production to help further strengthen relationships with customers. Technical services will be covered by the NTN Industrial Business Headquarters for sales engineering as before, while the aftermarket engineering department of the Aftermarket Business Headquarters will continue to cover areas such as exhibitions and mobile training units. The 15 existing warehouses located around Japan will continue being used to cover logistics services.

NTN is focusing efforts on becoming more competitive in the aftermarket business market by strengthening its sales system and collaboration with distributors, and delivering high-quality services. Integrating the best strengths of regional offices, which excel at maintaining brand power and development activities, and NBS, which provides superior speed and response with attention to detail, will help NTN set its sights higher and further improve its services for customers.