E-LETTER # 22 APRIL 2011

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Christina George
5 years ago
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NSE Services : we have more than 450 employees dedicated to customer service in the electronic and computer domains.

reverse logistics, spare parts, management ) A 200 technician high skilled Repair Center Our service combines: Skills, Quality and Reactiveness and Competitiveness.

1 NSE Services : we have more than 450 employees dedicated to customer service in the electronic and computer domains. Our global offer is defined by the following : Added value European Customer care center (160 co-workers, 15 languages, administrative and technical) European logistics Platform (Over m ², reverse logistics, spare parts, management ) A 200 technician high skilled Repair Center Our service combines: Skills, Quality and Reactiveness and Competitiveness. NSE Services is the European partner for the biggest computer and electronic manufacturers for : the global management of the warranty of their products, the management of end users and supply chain partners. E-LETTER # 22 APRIL 2011 INDEX EDITORIAL INTERVIEW WITH PARROT - BENJAMIN POTENTIER QUESTIONS TO CHRISTOF BOEHM - NEC DISPLAY EUROPE NSE'S MANAGEMENT SYSTEM IS EVOLVING Hello EDITORIAL CONTINUALLY REVIEWING OUR MODEL Listening to our customers and keeping an eye on the market has always been a major focus for NSE services, both to meet needs better, and especially to anticipate them. Our company has been operating for nearly 30 years in support. After working in telephony then computing, para computing and electronics, we are expanding our "scope" of clients to games, robotics and industry. We are also working to expand our service offerings with, of course, repair, but also coordination of logistics in Europe in very short TATs (Turn Around Time) and with our Customer Care Center to serve end users in 15 languages. These services provided by NSE allow us to increase customer satisfaction and thus the sales of our customers who are constructors and distributors. For products with low added value, repair, logistics, storage, supply of spare parts, exchange and support to the user in his native language, and within extremely short TATs, are solutions to the needs of market and customer expectations. For products with increasing added value, the end user expects impeccable service for exchange, repair and "on site" and / or "off site" assistance. We take into consideration all such requests through our Help Desk / Qualification Centre with an online response.

2 We also offer to end users a support interface via the Web. We also handle text messages. Finally, our ERP system allows us to obtain information directly about our targets and customer satisfaction. "Build, sell, NSE Services, your partner, does the rest! " We are a customer-orientated company. Listening and responding to your needs are our top priorities. Support services are a partner to business that NSE Services master. Thank you for your confidence. Let s build together François Lacoste President

NSE Services 2011 INTERVIEW WITH PARROT - BENJAMIN POTENTIER The Parrot company Parrot, a global leader in wireless peripherals for mobile phones, is a company at the forefront of innovation, founded

Parrot has developed the widest range of hands-free car systems and wireless multimedia products dedicated to sound and image on the market.

Parrot, whose headquarters are in Paris, has today nearly 500 employees worldwide and makes the vast majority of its sales abroad.

3 NSE Services 2011 INTERVIEW WITH PARROT - BENJAMIN POTENTIER The Parrot company Parrot, a global leader in wireless peripherals for mobile phones, is a company at the forefront of innovation, founded in 1994 by Henri Seydoux. Its challenge? Accompany the mobile telephone's unstoppable breakthrough by creating wireless devices for easy living. Parrot has developed the widest range of hands-free car systems and wireless multimedia products dedicated to sound and image on the market. In 2008, Parrot launched the Parrot By collection which consists of premium products designed by famous artists and in 2010, the AR Drone, the first augmented reality quadricopter controlled via WiFi. Parrot, whose headquarters are in Paris, has today nearly 500 employees worldwide and makes the vast majority of its sales abroad. Parrot has been listed since 2006 on NYSE Euronext Paris (FR PARRO). A qualified engineer, with a Master of Business Administration diploma, Benjamin POTENCIER took over the responsibility of Parrot Customer Service in For more information : / / Benjamin POTENCIER What are your current needs in the field of service for the AR. Drone? What geographic coverage is necessary? Benjamin POTENCIER - Parrot is at the forefront of technology and we must therefore work with partners at the forefront of customer service. Like all our products, we have to be reactive but also and especially to anticipate the needs and expectations of our customers in order to ensure their satisfaction. Thanks to powerful communications tools and a strong customer culture at all levels, NSE has attracted our attention. Our Customer Service should not only intervene when a problem occurs, but support our clients throughout their use of one or more of our products. We regularly post videos, animate forums, responding by phone or in order to be closer to our customers and their expectations. The Parrot is the first AR Drone quadricopter controllable via WiFi with an iphone, ipod touch or ipad. It is distributed on all continents, so we must be able to manage customer service anywhere in the world. Thanks to its multilingual call center and its efficient transport service, NSE today provides overall AR.Drone after sales service for Europe. Centralising the after sales service is the guarantee of regrouping knowledge to continuously improve our products, our processes and hence customer satisfaction. NSE and Parrot have modelled a global process of product returns with targets for quality, cost, time and a global process all of which can be customised according to the expectations and requirements of our customers. What are the trends in your particular needs with the speaker range Zikmu Parrot by Starck? B.P. - By entrusting the after sales service for hifi wireless stereo speakers Zikmu Parrot by Starck to NSE, we entrusted them with a comprehensive service, that is to say, technical, logistical and relational. An illustration of the successful marriage between design and the best technology, the speakers ZIKMU Parrot by Starck are known, recognized and appreciated by our customers and all our partners. Our customer service to accompany its use should therefore be exemplary.

Why did you choose NSE Services? B.P. - A few years ago, it was said: One person who is happy with a product or service tells one other person about it. A disappointed person complains to 10 people.

4 What is the role of NSE Services? B.P. - The role of NSE begins when our technical support has validated the client's need to return the product. NSE then manages the customer contact, the pick up, the refurbishment of the product and its return. NSE should then contact the customer and inform him about all stages of his product return. Why did you choose NSE Services? B.P. - A few years ago, it was said: One person who is happy with a product or service tells one other person about it. A disappointed person complains to 10 people. Today, a disappointed person writes a post on 10 forums read by thousands of Internet users. We have no right to disappoint a customer. The world is changing, communication channels are multiplying, we must adapt and work with partners who are also able to adapt to these changes. Parrot is a specialist in wireless devices for mobile phones. We encourage mobility. Our customers move, we move with them. When we were looking for a partner for AR.Drone Parrot, the market was new, the product was innovative. No model to copy, so no predictions in terms of after sales service. Parrot took the gamble on RA. Drone, our partner had to take the gamble on Parrot We are proud today to share this success. NSE was chosen on the basis of proposals in line with our needs. NSE had the experience of Customer Service in the fields of electronics and video games. Their experience of the job and their passion for our products have convinced us. NSE has the force to optimise the process while personalising customer relationships. One of the conditions, we believe, for successful Customer Service.

NSE Services 2011 QUESTIONS OF CHRISTOF BOEHM - NEC DISPLAY EUROPE Christof Boehm, General Manager of NEC Display Solutions Europe GmbH for Technical Support, Service & Quality Coordination has

5 NSE Services 2011 QUESTIONS OF CHRISTOF BOEHM - NEC DISPLAY EUROPE Christof Boehm, General Manager of NEC Display Solutions Europe GmbH for Technical Support, Service & Quality Coordination has kindly agreed to answer our questions. Would you please introduce NDS activities, organisation in Europe? C.B. - NEC Display Solutions (NDS) Europe is part of the NEC Corporation and has its European headquarters in Munich, Germany. We are responsible for all of NEC s display related business activities in EMEA and, with our own research and development facility, are one of the world s market leaders with the most comprehensive product portfolio of display and projector solutions. NDS offers a single point of contact for a variety of vertical market segments. For instance, our projectors are regularly winning prizes for being the most economical and ecological solutions, while our medical products are used to give better views to radiologists and our range of professional and public displays ensure the best quality panels are used in these colour and mission critical environments. What are your main expectations in term of services? Main concerns? C.B. - Customer satisfaction is our number one priority. A best-in-class After Sales Support infrastructure is vital to achieve our targets and ensure a long and fruitful relationship with our partners. With today s constantly changing market, we need partners that are flexible and able to adapt to our customers requirements. Would you please present the solutions that have been implemented with NSE to support your customers in Europe? What are the key issues? C.B. - By partnering with NSE we are providing a centralised service for the Southern Europe, which has allowed us to optimise the transportation infrastructure across Italy, Portugal and Spain in order to deliver the highest level of customer satisfaction possible. One of the latest projects, together with NSE, was the implementation of a deinstall, re-install service created specifically for our public display and education product range.

6 Do you meet your customer satisfaction targets with NSE Services? C.B. - Success through cooperation is one of our core company values. Flexibility is a must and NSE s own integration of electronics and mechanical systems, test benches and associated operational maintenance services reflects that vision. With NSE s support we are confident that we re on the right track and look forward to continue our long and fruitful business relationship. NSE act as a right hand for our customer service division, ensuring that any problems our customers experience are resolved as quickly as possible. Christof Boehm General Manager Technical Support; Service & Quality Coordination NEC Display Solutions Europe GmbH Jean-Yves TUDURI Manager Development EMEA NSE Services

NSE Services 2011 NSE'S MANAGEMENT SYSTEM IS EVOLVING For many years, NSE Services has been developing a management system involving Quality, Safety and Environment (QSE).

7 NSE Services 2011 NSE'S MANAGEMENT SYSTEM IS EVOLVING For many years, NSE Services has been developing a management system involving Quality, Safety and Environment (QSE). NSE was one of the first French companies certified ISO 9001 in In 2005, we extended our certification to environmental aspects and received the ISO certification. Year after year we have successfully renewed our certifications (our processes are now consistent with IS0 9001: 2008 and ISO 14001: 2004) and simplified our management system to make it even more effective and more consistent with the evolution of our market and our customers. PLEDGE OF QUALITY NSE Services sites are certified by l'afaq under reference QUAL/2003/ Certification ISO 9001 and ISO Today, the strategic business areas of NSE services revolve around three areas: The added value customer interface (multilingual), Repair, Global logistics. To make the communication of our goals and our activities even more coherent, we have revised our mapping process, which becomes: «Internationally designing and implementing service delivery for and on behalf of builders, designers, integrators, operators, importers and distributors in the fields of computers, electronics and telecommunications. To suscribe or to unsuscribe click here For technical problem infos@nemesi.fr Declaration CNIL # You have a right of access, of modification, correction and suppression of the data which concern you (Article 34 - Law "Informatique Et Libertes" January 6, 1978). Our system is based on five processes of production that aim to transform the "needs and expectations" of various interested parties' into satisfaction." The measures of efficiency of these production processes using "satisfaction" or "results" indicators allow means to be adapted accordingly to act on the support processes. This simple and readable formalisation allows for easier communication with all players in the company in order to guide our actions towards the same goals. Laurent FAVIER Quality Manager NSE Services 2011

Editorial E-LETTER # 6 / JANUARY 2005 INDEX. Hello,

Editorial E-LETTER # 6 / JANUARY 2005 INDEX SERVICES POLE QUALITY SYSTEM PROJECT MANAGEMENT DIRECT SALES WITH NSE SERVICES SMT AERA Hello, For NSE 2005 will be the year for geographically extending over