Creating a customer service system for a customer company
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.
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.
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.
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.