National Gypsum – NGC4Me Website Redesign

National Gypsum Drives Customer Service Satisfaction with Extranet Redesign

National Gypsum Company engaged Vialogix to redesign NGC4Me, their successful wholesale division’s extranet which customers use to purchase wall board. The market for this site included large companies like Home Depot with hundreds of locations as well as smaller companies with just a few outlets.

The objective was to improve the extranet’s interface to allow daily users to obtain a snapshot of their pending and historical orders and have easy access to National Gypsum account management staff. Vialogix completed a 360 degree interview process by speaking with architects, buyers and internal support team members to obtain a baseline of the extranet’s existing functionality and to identify key areas for improvement. Vialogix also interviewed customer service representatives to compare customer needs against what the company could actually deliver to get realistic objectives. Vialogix then tested design and functional concepts with customers before implementation.

The redesign delivered an enhanced customer experience which enabled users to view current order status and past orders to track pricing over time. By placing individual retail locations in context, Vialogix allowed the buyer to track individual orders and on an aggregate basis. The extranet won the Blue Diamond Award for customer service from the Charlotte Chamber of Commerce and continues to be a key differentiator in the market for wall board customers.