Vonage Case Studies MTD's Digital Transformation: Enhancing Customer Experience and Operational Efficiency with Vonage

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	MTD's Digital Transformation: Enhancing Customer Experience and Operational Efficiency with Vonage Vonage

MTD's Digital Transformation: Enhancing Customer Experience and Operational Efficiency with Vonage

Vonage

Technology Category	Analytics & Modeling - Predictive Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Electrical Grids Telecommunications
Applicable Functions	Product Research & Development Sales & Marketing
Use Cases	Inventory Management Personnel Tracking & Monitoring
Services	System Integration Training
Challenge	MTD, a world leader in outdoor power equipment, was facing a significant challenge in maintaining its reputation for superior customer experience due to its outdated contact center technology. The legacy system was impeding performance and limiting operational potential. The company's business drivers, which include delivering excellent customer engagement, improving product development processes, and enhancing speed-to-market and retailer partnerships, were being compromised. The need for a solution that could overcome these challenges and align with the company's business drivers was critical. Read More
About Customer	MTD is a globally recognized leader in outdoor power equipment, known for its high-quality lawnmowers, tractors, snow throwers, and tillers. The company, headquartered in Valley City, Ohio, has been in operation for 86 years and is privately owned. MTD's business strategy is centered on delivering superior customer engagement, improving the product development process and speed-to-market, and enhancing its partnerships with retailers. The company is committed to maintaining its reputation for top-notch customer experience and continually seeks to improve its operational efficiency. Read More
Solution	MTD chose to implement the Vonage Contact Center for Salesforce, a decision rooted in the platform's synergy with Salesforce. The integration of Vonage and Salesforce provided MTD with a 360° view of their customers across all channels, including calls, online, live chat, and email. The Vonage system enabled MTD to quickly route customer calls to the appropriate agents and deflect 5-7% of calls to an automated option for immediate answers to simple queries. The integration of Monet into the transformation project optimized MTD's workforce schedule and reduced staffing costs through predictive analytics and real-time information access. In the event of a disaster, the Vonage system allowed MTD to shift calls to WebRTC, saving the company thousands of dollars. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Electrical Grids

Telecommunications

Applicable Functions

Product Research & Development

Sales & Marketing

Use Cases

Inventory Management

Personnel Tracking & Monitoring

Services

System Integration

Training

Challenge

MTD, a world leader in outdoor power equipment, was facing a significant challenge in maintaining its reputation for superior customer experience due to its outdated contact center technology. The legacy system was impeding performance and limiting operational potential. The company's business drivers, which include delivering excellent customer engagement, improving product development processes, and enhancing speed-to-market and retailer partnerships, were being compromised. The need for a solution that could overcome these challenges and align with the company's business drivers was critical.

About Customer

MTD is a globally recognized leader in outdoor power equipment, known for its high-quality lawnmowers, tractors, snow throwers, and tillers. The company, headquartered in Valley City, Ohio, has been in operation for 86 years and is privately owned. MTD's business strategy is centered on delivering superior customer engagement, improving the product development process and speed-to-market, and enhancing its partnerships with retailers. The company is committed to maintaining its reputation for top-notch customer experience and continually seeks to improve its operational efficiency.

Solution

MTD chose to implement the Vonage Contact Center for Salesforce, a decision rooted in the platform's synergy with Salesforce. The integration of Vonage and Salesforce provided MTD with a 360° view of their customers across all channels, including calls, online, live chat, and email. The Vonage system enabled MTD to quickly route customer calls to the appropriate agents and deflect 5-7% of calls to an automated option for immediate answers to simple queries. The integration of Monet into the transformation project optimized MTD's workforce schedule and reduced staffing costs through predictive analytics and real-time information access. In the event of a disaster, the Vonage system allowed MTD to shift calls to WebRTC, saving the company thousands of dollars.

Impact #1	The implementation of the Vonage Contact Center for Salesforce resulted in a dramatic improvement in MTD's customer experience and operational efficiency. The system's usability was well-received by agents, leading to faster training and a comprehensive view of the customer at their fingertips. The digital transformation also resulted in a significant improvement in dealer experience, with a complete view of the customer through Salesforce enabling all MTD staff to understand individual dealer relationships. The transformation program's success has led MTD to plan its rollout across Australia, Canada, and Europe, and consider the installation of the Vonage Conversation Analyzer to further improve customer experience and PCI compliance technology.

Impact #1

The implementation of the Vonage Contact Center for Salesforce resulted in a dramatic improvement in MTD's customer experience and operational efficiency. The system's usability was well-received by agents, leading to faster training and a comprehensive view of the customer at their fingertips. The digital transformation also resulted in a significant improvement in dealer experience, with a complete view of the customer through Salesforce enabling all MTD staff to understand individual dealer relationships. The transformation program's success has led MTD to plan its rollout across Australia, Canada, and Europe, and consider the installation of the Vonage Conversation Analyzer to further improve customer experience and PCI compliance technology.

Benefit #1	40% increase in Net Promoter Score
Benefit #2	Reduction in service call times by 30-60 seconds
Benefit #3	Deflection of 5-7% of calls to an automated option

Benefit #1

40% increase in Net Promoter Score

Benefit #2

Reduction in service call times by 30-60 seconds

Benefit #3

Deflection of 5-7% of calls to an automated option

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Overview

MTD's Digital Transformation: Enhancing Customer Experience and Operational Efficiency with Vonage

Operational Impact

Quantitative Benefit