Case Study: MSC Industrial Supply Co. achieves top‑quartile CSAT and operational resilience with Verint Systems' Workforce Engagement solutions

Verint Helps MSC Industrial Supply Co. Deliver Exceptional Customer Care

MSC Industrial Supply Co., a leading distributor of metalworking and MRO products with roughly two million items and 6,500+ associates (including 800+ customer service reps), operates in a complex B2B manufacturing environment where deep product knowledge and agility are essential. The 2020 COVID-19 pandemic — plus a government inventory role, rapid shift to remote work, supply-chain disruptions, and labor shortages — created urgent challenges to maintain service levels and customer trust.

MSC deployed Verint’s cloud-based Workforce Engagement and Experience Management suite (Workforce, Quality, Performance and Survey Management), integrated with Avaya and Salesforce, to align forecasting, scheduling, coaching, and closed-loop feedback. As a result MSC sustained top‑quartile CSAT and NPS through the pandemic, achieved a Customer Effort Score of 6.3/7, improved visibility into agent performance and customer impact, and maintained uninterrupted core operations while boosting agent effectiveness and customer issue resolution.

MSC Industrial Supply Co.

Gail Magdowski

Senior Manager, Customer Care Workforce Optimization