News : Global Manufacturer MTD Boosts NPS With NewVoiceMedia
NewVoiceMedia, a provider of cloud contact center and inside sales solutions, announced that global outdoor power equipment manufacturer and distributor MTD has increased its Net Promoter Score using the NVM Platform.
MTD is a provider in outdoor power equipment with 8,000 employees. 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.
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"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."
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Published: Saturday, October 20, 2018