Case Study: Stanley Black & Decker resolves 41% of support requests with Mavenoid

Stanley Black & Decker Automatically Resolves 41% of Support Requests with Mavenoid’s AI-Powered Product

Stanley Black & Decker, the industrial tools and household hardware manufacturer behind brands like DEWALT, BLACK+DECKER, and CRAFTSMAN, needed a way to handle rising customer support demand for its Robomow and WOLF-Garten products, especially when its call center was closed on weekends. The company wanted a 24/7 self-service option that would help customers troubleshoot issues quickly without waiting in queues, and it turned to Mavenoid’s AI-powered product assistant.

Mavenoid implemented AI-guided self-service troubleshooting, AI retrieval for manuals and support content, and a Copilot tool for agents to find and share answers faster. Stanley Black & Decker now automates more than 11,000 customer requests per month and resolves 41% of support requests through self-service, with Mavenoid handling 2,500+ support conversations per week during peak season across 28 products.

Stanley Black & Decker

Stephan Bader

Managing Director & Director of Customer Service and Parts