Global Manufacturer MTD Boosts NPS by 20 Points with NewVoiceMedia

NewVoiceMedia, a leading provider of cloud contact center and inside sales solutions, today announced that global outdoor power equipment manufacturer and distributor MTD has increased its Net Promoter Score from 50 to 70 using the NVM Platform.

MTD is a world leader 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.

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 MTDs 130 customer service agents with first call resolution increasing by 12 percent on phone inquiries.

By integrating Monet WFM into the transformation project, MTDs 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 MTDs 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 MTDs 20-point boost in NPS. NewVoiceMedias 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 NVMs 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 Products 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 weve 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 NVMs Conversation Analyzer speech analytics solution and PCI compliance technology to securely manage over-the-phone payments.

Chris Haggis, NewVoiceMedia SVP of Customer Success adds, Were 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.

For further information about NewVoiceMedia, visit

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About NewVoiceMedia

NewVoiceMedia is a leading global provider of cloud contact center and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more.

Its award-winning platform joins up all communications channels without expensive, disruptive hardware changes and plugs straight into your CRM for full access to hard-won data. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.

NewVoiceMedia’s 700+ customers include Canadian Cancer Society, Ebury, FCR Media, FlixBus, JustGiving, Kingston University, Lumesse, Paysafe and Vax. For more information, visit or follow NewVoiceMedia on Twitter @NewVoiceMedia.

In September 2018, NewVoiceMedia entered into a definitive agreement to be acquired by Vonage (NYSE), a business cloud communications leader. The deal is expected to close in the fourth quarter of 2018.

Nicola Brookes
Tel: +44 (0)7500 006 458
[email protected]