Stanley Black and Decker is a Fortune 500 leader known for supplying high-quality household and industrial tools. With 11 billion dollars in revenue and 45,000 global employees, they are known as a “customer company” — having built trust and loyalty through exceptional customer service and lifelong support for their products. Stanley’s Industrial & Automotive Repair (IAR) division provides professional and industrial tools for engineering and infrastructure needs.
While values, culture, and brand sentiment were widely shared across the organization, business systems were not. Inside Stanley’s IAR division, business processes were disconnected, automation was minimal, and the company lacked a way to track customer interactions across different business units. They needed to standardize their systems onto a single platform and create internal collaboration between distinct groups; otherwise, duplicate information would drag down employee productivity and customer satisfaction would suffer. They had a vision of connecting their tools, businesses, and suppliers, but needed a partner to help them achieve success.
Bluewolf partnered with Stanley’s IAR division to implement Salesforce Service Cloud in their MAC Tools call center. This call center supports MAC Tools franchisee distributors who maintain their own inventory, and sell tools to customers at garages and auto shops. Paying careful attention to change management, we devised a plan that aligned Stanley’s leadership goals with distributor needs, while maintaining a tight focus on mitigating the risks of a new technology deployment. The new solution immediately boosted service capabilities by supplying teams with a surplus of customer data. They went from logging 20 percent of their customer service calls to logging 100 percent, and used data patterns to better understand and respond to common customer service issues.
With all of Stanley’s IAR business units on the same platform, improved account management allowed them to capitalize on new customer opportunities. Sales and service reps are using dynamic reporting capabilities to field incoming cases. And with access to the same information for each customer, Stanley Black & Decker is focused on driving customer engagement and increasing loyalty from its customers.
After the success of this initial project, Stanley Black & Decker has continued to retain Bluewolf for consulting services on projects like the design and build-out of solutions for additional business units, including Construction & Do-It-Yourself and Healthcare and Security, and expansion into additional geographies, including APAC and EMEA.