Stanley Black & Decker

How Stanley Black & Decker Connects Sales and Service

Bluewolf helped us to overcome obstacles, both technical and political, and deliver a great product.

Stephen Mascola, Sr. IT Manager

Mac Tools is a franchise with 1,500 distributors across North America.

Insight

To provide a better customer experience, Stanley Black & Decker’s MAC Tools call center, which supports its Industrial & Automotive Repair (IAR) division, needs access to the same customer data and insights as the rest of Stanley’s business organization.

Idea

By partnering with Bluewolf, Stanley's MAC Tools call center could unify their systems onto a single platform for distributor franchisees to unlock the customer data between their sales and service account records.

Impact

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.

2K

hours saved

100%

cases logged

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