MTD Products AG, a Stanley Black & Decker company, chooses gominga to monitor, analyze and respond to product reviews and questions on several European online marketplaces
MTD Products AG works with gominga to monitor, analyze and respond to ratings, reviews and Q&A. gominga provides the critical component of consolidating customer feedback from various platforms and enables customer service teams to respond to individual reviews and questions within Zendesk.
The greatest benefit for us is the transparency of the actual client satisfaction and the direct feedback of the market regarding products and service quality.
Ralf Langenbahn – Director Post Sales Support, MTD Products AG
At a glance
Challenge
MTD Products has a highly seasonal business and sells its products on various online retailers and marketplaces. The team wanted to gain consumer insights and engage with customers directly by responding to reviews and questions. This was not possible across all different channels. In particular, the customer service team was looking for a solution to integrate with their existing CRM Zendesk.
Solution
gominga provides the critical component of collecting all ratings, reviews and questions data from all channels into 1 tool. This allows indepth analysis to identify root causes for complaints. Addiionally, with its dedicated Zendesk integration, gominga enables the customer service team to efficiently respond to customers within the established workflow.
Benefits
gominga allows to monitor consumer sentiment. Being able to analyze customer feedback across platforms gives marketing and product management teams a competitive edge. Further, with its Zendesk integration, gominga saves time by placing all review and question data in the CRM where MTD Products can respond to those customers in an easy and efficient way.
More about MTD Products
Founded in Cleveland in 1932, MTD Products Inc® is a leader in the design and manufacture of outdoor power equipment such as lawnmowers and snow blowers.
MTD’s family of brands offers a range of lawn and garden products to inspire people all over the world to care for and enjoy the outdoors. Cub Cadet®, which is produced and distributed globally, is the fastest growing riding mower brand in the U.S. and is hailed across the globe for its world-class sports turf equipment. MTD’s regional brands include Troy-Bilt® in the Americas, Rover® in the Pacific, and WOLF-Garten® in Europe. The portfolio also includes Remington®, Yard Machines®, Columbia®, and MTD Genuine Parts® brands, all primarily sold in the Americas; and Robomow® which is sold in the Americas, Europe and the Middle East. Each brand is backed by a strong network of MTD sales, service, and support.
MTD is headquartered in Valley City, Ohio, and has engineering, manufacturing, distribution, and sales offices in more than 20 countries. MTD brands and products can be found in leading mass retailers and independent retail channels, including home improvement and hardware stores, independent dealers, and farm supply stores.
Source: https://www.mtdproducts.com/en_US/about-us/
In December 2021, Stanley Black & Decker Completes Acquisitions Of MTD Holdings And Excel Industries, Creating A Global Leader In Outdoor Products.
Source: https://www.mtdproducts.com/en_US/Stanley-Black-Decker-Completes-Acquisitions-MTD-Excel.html
Interview with Ralf Langenbahn
Ralf Langenbahn is Director Post Sales Support at MTD Products AG. We sat down with him for an interview to discuss how the company benefits from the using the gominga Review Management SaaS Solution.
Who are you and what do you do?
Founded in 1932 in Cleveland, Ohio (USA) MTD – the Modern Tool and Diy Company – is today one of the biggest manufacturers of motor garden tools. In Europe MTD, with its core brands Cub Cadet and Wolf-Garten, offers every garden friend – whether hobby gardener or pro – a comprehensive portfolio of tools and products for almost any usage in the garden. Each of our brands has a distinctive identity and operates as an independant character in the market. From seeds to fertilizer, from high quality cutting tools to autonomously driving, robotic lawnmowers and compact tractors, MTD presents all common product groups with different technical equipment and the associated services.
In which area do you rely on gominga?
gominga is for us an important feedback and communication interface in the area of MTD product selling online platforms predominantly in Germany. It is important to us as responsibly acting manufacturer to be able to interact with our clients in a timely and efficient manner.
What was your situation in the company or what was your main problem and how was it solved using the gominga application?
As a so-called „all channel“ provider with a strongly seasonal business and at the same time actively manged brand strategy, gominga enables us to effectively communicate with our clients and conduct utility analysis with the end customers of our products.
Why did you choose gominga and its application (SaaS solution)?
The easyness of integration of the system into our b2b-based corporate processes without laborious implementation was one of the main reasons for choosing gominga. The specifically created interface to our CRM-system (ZENDESK) allows an even easier and more stable interaction with consumer issues and reviews.
How did the gominga application benefit you?
The greatest benefit for us is the transparency of the actual client satisfaction and the direct feedback of the market regarding products and service quality.
What do you particularly appreciate about working with gominga?
The short response time and personal care by the extremely passionate gominga team ready to easily fulfill most special requests and to find solutions to any challenge.
Who would you recommend gominga and its ssolutions to and why?
To all branded item manufacturers of products and services who are traditionally strongly anchored in b2b business (and want to remain so), but who also want to have access to the feedback of the end user in an unfiltered and highly current manner.
Thank you Ralf for this great interview!
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