“Bluewolf helped us to overcome obstacles, both technical and political, and deliver a great product.”Stephen Mascola, Sr. IT Manager
Stanley Black & Decker’s MAC Tools call center supports its Industrial & Automotive Repair (IAR) division. It needed access to the same customer data and insights as the rest of Stanley’s business organization.
By partnering with Bluewolf, Stanley's MAC Tools call center implemented Salesforce to unify their systems onto a single platform for distributor franchisees to unlock the customer data between their sales and service account records.
With all of Stanley's IAR business units on Salesforce Service Cloud, sales and service teams access the same account record and purchase history information for each customer.
Inventory information is connected to service and maintenance request records, so MAC Tools distributor franchisees can anticipate supply shortages. Call center agents went from logging 20 percent of their customer service calls to 100 percent and can provide a personalized service experience.