OUR WORK WITH MTD
MTD is a world leader in outdoor power equipment. They were looking to gain a better understanding of the contact center/dealer dialog across the business to improve experience and efficiency. NewVoiceMedia’s solutions were chosen as part of their digital transformation project which has enabled them to achieve a 360° view of their customers.
Through NewVoiceMedia’s technology, MTD has achieved performance improvement, increased customer engagement and experience and reduced costs. Here’s a short list of some of the benefits that have been realized from this project:
- Digital engagement increased 250% over the last year
- Average Handle Time decreased 30 seconds for Dealer Line
- First Call Resolution increased 12% on phone inquiries
- Average handle-time down 40% using web chat and integrations
- Call deflection up 5-7% using SMS and IVR
- Net Promoter Score up from 50 to 70
- Abandonment rate down 65% for Dealer Line
To find out more download the MTD case study