MTD is a world leader in outdoor power equipment. Privately owned and headquartered in Valley City, Ohio, this 86-year-old company manufactures and distributes lawn mowers, tractors, snow throwers and tillers. As part of a digital transformation effort to replace its legacy, on-premise Avaya contact center technology, which was limiting performance and operational potential, the organization implemented the NVM Platform in 2017. Getting a 360° view of the customer was the main driver of change, as MTD needed a better understanding of the contact center and its dialog with dealers across the business.
MTD chose the NVM Platform because of its tight integration with its CRM system. The synergy of the new system has facilitated an improved customer experience across digital and voice channels, and a streamlined agent user experience with improved access to customer records and call recordings. The NVM Platform has improved efficiency for MTD’s 130 customer service agents with first call resolution increasing by 12 percent on phone inquiries.
By integrating Monet WFM into the transformation project, MTD’s workforce schedule is optimized and staffing costs have been reduced thanks to predictive analytics and access to real-time information. Managers can now track activity and reduce and ramp up the number of agents as needed to maximize their agents’ time and resources. As a result, agent schedule adherence has improved by 7.5 percent.
On MTD’s Dealer Line, call abandonment rate is down 65 percent, and 30 seconds has been shaved off each service call, freeing up agents to answer more calls and engage in omni-channel conversations. MTD has also seen a 250 percent increase in digital channel engagement from 2017 to 2018, with the number of webchats doubling and reaching as high as 1,000 in a single day. As a result, the business has reduced average handle time (AHT) by 40 percent.
This improved efficiency is reflected in MTD’s 20-point boost in NPS. NewVoiceMedia’s Post-Call IVR Survey feature has allowed the business to easily monitor this KPI by automatically scheduling customer service surveys to track customer satisfaction.
“Nine months into the digital transformation program using NVM’s cloud contact center platform we have seen a massive improvement on the legacy system,” says Ken Kotlarek, Jr., MTD Customer Service Operations Manager. “The NVM system has provided greater visibility into Customer Support operations while automating manual Workforce Management processes through real-time reports and dashboards tailored to track MTD Product’s core KPIs and SLAs. With everything right there at agents’ fingertips, there is no fumbling between systems. In addition to transforming the customer experience across digital and voice channels, the platform has greatly improved the agent experience because it is so easy to use. The NewVoiceMedia team has provided excellent support, and we’ve built a great partnership.”
In the future, MTD plans to roll out the transformation program across Australia, Canada and Europe. MTD will use the NVM Platform to support an IoT project in addition to implementing NVM’s Conversation Analyzer speech analytics solution and PCI compliance technology to securely manage over-the-phone payments.
Chris Haggis, NewVoiceMedia SVP of Customer Success adds, “We’re pleased to see that MTD has experienced such incredible success with the NVM Platform. Digital transformation is about changing the way businesses operate and interact with customers to provide a better experience, and we look forward to continuing to help MTD make every conversation great.”