Challenge

Stanley Black & Decker’s Industrial & Automotive Repair (IAR) division provides industrial and commercial tools for engineering and infrastructure needs. Its multiple business units needed a common technology platform in order to better collaborate with each other and provide an exceptional customer experience.

Solution

The Stanley IAR team chose to first deploy salesforce.com’s Service Cloud® in their MAC Tools call center, and Bluewolf was brought in to help Stanley redefine their cloud-based strategy and integrate Service Cloud with the other business systems. The call center was so successful, IAR subsequently rolled out Service Cloud to its Proto, Vidmar, and Cribmaster business units.

Result

All business units are now on the same platform. Stanley Black & Decker has improved account and opportunity management, and has dynamic reporting capabilities on all incoming cases. Sales and service reps now have access to the same information for a single customer, which has greatly encouraged cross-selling across groups.