|   Stanley Black & Decker case study

Stanley Black & Decker

Creating a customer service system
for a customer company

500%

more service calls

When values, culture and brand sentiment are widely shared across an organization, but business systems are not, employees and customers feel it.

Insight

A 360º customer view includes customer service

Stanley’s Industrial & Automotive Repair (IAR) division has a MAC Tools call center that intakes valuable business signals through franchisee distributors. The distributors maintain their own inventory and sell tools to customers at garages and auto shops.

Idea

Reinforce customer service to support more

The MAC Tools call center is now on a single platform, Salesforce Service Cloud. It features standardized processes, a shared system of record to track interactions and a collaborative workspace. The new solution ensures that Stanley’s IAC division is aligned with its distributors’ needs through its customer service.

Impact

Customer service comes with customer care

The new solution immediately boosted service capabilities by supplying teams with a surplus of customer data. They went from logging 20 percent of customer service calls to logging 100 percent, and used data patterns to better understand and respond to common customer service issues.

Explore how Bluewolf, an IBM Company, delivers business value to Salesforce customers.

2,000

hours saved annually

 

100%

of calls logged

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