customer case study MTI Global: Transforming the retail experience 

 

Solutions, including the revolutionary Connect™ IoT platform, continue to push the boundaries of what retail can be.

 

 

MTI has been a global leader in retail merchandising and services for more than 40 years. A pioneer of modern display technologies, MTI have never stopped innovating. Their latest solutions, including the revolutionary Connect™ IoT platform, continue to push the boundaries of what retail can be.

MTI collaborates with their customers to research, design, build and maintain innovative solutions enabling the use of mobile technologies.

Known for the quality of their products and the ability to deliver success anywhere in the world, MTI is proud to be the choice of the world’s leading consumer brands.

 

The challenge

MTI identified that some of their providers didn’t have redundant or standby servers which meant that if the power was to ever go, there was no back-up and therefore lines could go down without MTI ever knowing.

In addition, if any of their providers needed to update their servers, lines could potentially go down.

All of this meant that when it came to their toll-free numbers, MTI had no idea if they were working or not and would only be aware of any issues if their clients were to inform them.

 

The solution

We were able to provide MTI with comprehensive and objective reporting. MTI take actionable detail directly to their carriers to rectify any identified issues to root cause before these become large customer-impacting problems. 

“... before working with Spearline, the only way to know if our lines were working was to ask our customers to call their numbers from the country they were in, which as you can imagine caused us some embarrassment. It’s also something that isn’t sustainable or very professional.”

Talat Yalcinsoy, Contact Centre Manager, MTI Global

Benefits

As a result of working with Spearline, MTI is now able to find out if a line is down before a client tells them.  They are able to go directly to one of their providers to rectify the issue as quickly as possible.

“We implemented Spearline’s solution across MTI Global and built an excellent working relationship.”

“Since working with Spearline in 2016, our average audio quality has gone from 3.76 to 3.81. We can honestly say our customers are experiencing a better audio quality as a result of the  constant monitoring provided by Spearline and the line improvements that have been made by our carriers.”

“Our connectivity rate in 2016 was 87% and in 2019 it’s now 97.5%”

“Most of our line issues in 2016 took more testing and investigation to be resolved, with 9.73% of issues resolved with 3 or less failed tests. Currently, 38% of issues are resolved with 3 or less failed tests, more efficiently and promptly.”

 

Through structured testing and vendor feedback, MTI have:

A signifcant audio quality increase (PESQ score)

- Achieved the highest PESQ band for audio quality “Complete relaxation possible; no effort required”

- A 12% increase in their connectivity rates

- Almost a three-fold increase with issues resolved more efficiently and promptly with 3 or less failed tests

 

A final word

Talat says, "We can honestly say our customers are experiencing a better audio quality due to constant monitoring and line improvements."

MTI are proud to be the choice of the world’s leading consumer brands.  They are know for quality product and they have a fantastic focus on the quality of customer conversation.

 

 

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