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

Talk to us 1 (855) 534 - 2888