Just repairing the product properly does not guaranty customer satisfaction. The customer's repair experience is largely determined by the communication provided to him during the repair cycle. The NSA system provides all information into the status of the repair to all authorized stakeholders in the process. The call center for the manufacturer, the retail dealer and the extended contract company often have need to understand the status of the repair.
Communication between these partners can be a difficult and slow process when legacy systems and processes are used. The NSA gives all stakeholders immediate access to the repair status so they can relay important repair information directly to the customer without making an additional call to receive that information.