Case Study: MTD achieves dramatically improved customer experience and efficiency with Vonage Contact Center

MTD Dramatically Improves CX and Efficiency with Vonage

MTD, a world leader in outdoor power equipment, needed to improve customer experience and operational performance, but its legacy contact center technology was holding it back. The company turned to Vonage Contact Center for Salesforce to gain a 360° view of customers across calls, chat, email, and online interactions.

With Vonage, MTD modernized its contact center, routed calls more efficiently, and improved workforce management and disaster recovery. The results were strong: Net Promoter Score rose from 50 to 70, service call times dropped by 30–60 seconds, call deflection reached 5–7%, digital engagement increased 250%, and the company saved thousands during a phone outage.

MTD

Laura Hind

Customer Engagement Program IT Manager