For any company in today’s world, customer experience has become the ultimate battleground on which to fight for differentiation. For many manufacturing organizations, changing customer expectations have prompted a need for rapid innovation and increased investment in agility. Transitioning into the cloud landscape provides these companies with the flexibility they need to thrive.
Formerly MTD Products Inc, Stanley Black & Decker Outdoor has made a name for itself as a worldwide leader in the development and manufacturer of outdoor power tools. Through its facilities in Europe, Asia, and Northern America, the company produces a host of powerful products which can be found both online and in stores around the globe.
Not just an innovator in the manufacturing space, Stanley Black & Decker Outdoor is also a pioneer in customer experience, as one of the only outdoor power equipment companies with its own dedicated contact center. Working with Verint, the company recently took new strides in ensuring its CX solution could deliver the best results for teams.
Optimizing Workforce Resources with Verint
Stanley Black & Decker Outdoor is invested in constantly updating and elevating the experiences created in its contact center. The brand focuses heavily on monitoring key metrics, such as operational efficiency and schedule adherence, and regularly looks for new ways to empower its workforce.
To enhance the performance of its customer service teams, Stanley Black & Decker Outdoor deployed the Verint Workforce Management Professional solution, offered as part of the comprehensive Customer Engagement platform designed by Verint. The solution allows the company to leverage automated forecasting, scheduling tools, and enhanced services for communication.
At the same time, the company upgraded its telephony solution with Vonage, and implemented the Salesforce CRM, thanks to Verint’s flexible and open platform approach. The contact center upgrade allowed the manufacturing brand to build a single, unified solution for communication and workforce management, with a comprehensive view of the customer journey.
Stanley Black & Decker Outdoor has the tools it needs to make interactions with agents, customers, and supervisors simpler and more efficient. The Verint WFM solution allowed the brand to achieve a 20% increase in contact center capacity, without increasing headcount. Additionally, the team also reduced the amount of agent training and coaching required by 250%.
Creating a More Efficient Team
Not only did the contact center upgrades delivered by Verint, Salesforce, and Vonage help Stanley Black & Decker Outdoor to better unify its teams, it also had a direct impact on efficiency. The WFM solution from Verint supports the company’s contact center managers in being more customer-focused and strategic, as they’re no longer distracted by scheduling issues.
Managers have more time to interact with agents and respond to requests, which has also improved schedule adherence and reduced call abandonment rates. According to the company, the team has gone from a 75% schedule adherence to over 90%. They’re answering more calls with fewer people, and they have more scope to focus on empowering and developing their workforce.
The ability to take advantage of seamless integrations between Verint, Vonage, and Salesforce, combined with access to excellent customer service has helped Stanley Black & Decker to accelerate towards its goals for better overall CX.