Case Study: Komatsu boosts call center efficiency and revenue with Retool

Komatsu saves 22,000 hours and $8M with Retool

Komatsu Australia, a division of the global construction equipment manufacturer, faced a challenge in its high-volume customer support center. Agents were burdened by manual processes across dozens of systems to handle customer enquiries, resulting in long call times and limited capacity for revenue-generating activities like upselling. They needed a platform to automate these complex workflows without lengthy IT development cycles.

Using Retool's Apps, Workflows, and Agents, Komatsu built a production-ready call center automation solution. The Retool application connected to all their systems, drastically reducing email and call handling times. This is projected to save over 22,000 hours annually and unlock $8 million in sales by enabling agents to focus on higher-value customer interactions and upselling opportunities.

Komatsu