MTD's Digital Transformation: Enhancing Customer Experience and Operational Efficiency with 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
About The 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.
The 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equipment, was facing a significant challenge in maintaining its reputation for superior customer experience due to its outdated contact center technology.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.
The 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.
Operational Impact
Quantitative Benefit
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