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NSK Dental Italy is the Italian branch of NSK-Nakanishi, a multinational company with a strong international presence. It is a point of reference in the production of handpieces and advanced solutions for the dental sector.
The company offers a wide range of high-performance devices designed to meet the needs of modern dentistry professionals. NSK’s constant commitment is oriented to the development of innovative and technologically advanced products in specialized fields such as:
Restorative Dentistry
Preventive dentistry
Periodontics
Implantology
Oral surgery
Mobile dentistry
With a strong focus on the quality, reliability and ergonomics of its instruments, NSK positions itself as a strategic partner for dental practices, clinics and professionals who aim to offer effective and safe treatments.
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One of NSK's main requirements was to monitor the operation of the N1clave dental sterilizer in a precise and structured way, automatically recording all status parameters, any alarms and ongoing sterilization jobs, with details of the individual operating phases. This objective arose from the desire to guarantee maximum safety and compliance in sterilization procedures, minimizing the risk of manual errors and offering the end customer more transparent and reliable control.
NSK felt the need to improve the quality of after-sales service, gathering all requests and reports from customers in one place. In fact, the assistance activity was managed with different tools and channels, making it complex to monitor and take charge of requests. The challenge was therefore to centralize communication, make the management process simpler, faster and more traceable, thus improving the user experience and internal operational efficiency.
A further objective was to obtain a clear overview, in real time, of the status of all requests: from those just received to those already managed, up to those still in progress. This vision had to be accessible to all the figures involved, avoiding continuous exchanges of information via email or telephone. The need was therefore to optimize the workflows, ensuring a timely response to customers and minimizing the risk of forgetfulness or overlaps.
To meet NSK's needs for traceability, communication and control, we have developed an advanced digital platform, designed to ensure centralized, real-time management of all connected products, in particular the N1clave dental sterilizer.
Thanks to the new system, NSK can constantly monitor the operation of the machines, recording status parameters, alarms and sterilization jobs with all the related operating phases. The manufacturer has access to a complete panel from which he can manage products, accessories, spare parts and consumables, with the possibility of uploading the related technical documentation, user manuals, specifications for maintenance technicians, FAQs and updated firmware for each item. It is also possible to configure different usage plans for end users, defining prices and accessible features based on the subscription or license level.
From the user's side, the platform represents a real personal hub for the product: after purchasing, the customer can register and access a reserved area where they can register their devices, consult the parameters in real time, start specific tasks and receive software updates and automatic notifications.
The documentation is always available and organized in an intuitive way, and access to technical support is simplified thanks to the possibility of opening tickets directly from the platform.
Abbiamo integrato alla piattaforma anche un modulo per la gestione del customer service, che consente a NSK di raccogliere tutte le richieste dei clienti in un unico punto digitale, semplificandone la presa in carico e la tracciabilità. Tutti i reparti aziendali coinvolti possono visualizzare lo stato di avanzamento dei ticket senza la necessità di scambi telefonici o email interni, migliorando efficienza e trasparenza.
The platform is also integrated with the SAP company management system, so that the status of tickets is automatically aligned with the progress of the documents. Finally, to close the circle, the system also communicates with external delivery services such as Bartolini and GLS, automating the handling of returns and post-maintenance shipping.
The introduction of the new platform has had a tangible impact on NSK’s day-to-day operations, significantly improving internal efficiency and the quality of service offered to customers.
By centralizing all service requests in one digital location, the company was able to streamline workflows and dramatically reduce handling times. Duplication of tasks, often caused by manual steps or fragmented communication between departments, was eliminated, allowing teams to focus on higher value-added activities.
Customer service has become faster, clearer and more proactive: each user can count on immediate and transparent access to the status of their requests, thus improving their overall experience with the brand. This has contributed to increasing the level of trust and satisfaction towards NSK support.
Furthermore, the real-time overview of the entire lifecycle of tickets – from open reports to those already closed or still being managed – has made it possible to avoid requests being forgotten or overlooked. The result is a more reliable, timely and consistent technical support, capable of accurately managing even a high volume of reports.
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35129 – Padua
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