Case Study: MSC Industrial Supply Co. delivers exceptional customer care with Verint

MSC Industrial Supply Co. keeps CSAT top quartile with Verint and a 6.3/7 Customer Effort Score

MSC Industrial Supply Co., a premier distributor of metalworking and MRO products, faced the complex challenge of maintaining exceptional customer service through a major shift to remote work and supply chain disruptions during the COVID-19 pandemic. To provide best-in-class support, the company turned to vendor Verint and implemented its Customer Engagement Cloud Platform, including Verint Workforce Engagement and Experience Management solutions.

The Verint solutions provided a data-driven foundation for forecasting, scheduling, and capturing customer feedback. This integration enabled MSC to consistently achieve top-quartile customer satisfaction (CSAT) and Net Promoter Score (NPS) benchmarks, even during the pandemic, and to implement a successful Customer Effort Score metric. Verint empowered MSC with improved visibility into agent performance, unified customer insights, and a more engaged workforce, ensuring reliable service delivery aligned with its brand promise.

MSC Industrial Supply Co.