Case Study: Stanley Black and Decker, Inc. achieves rapid 3-week global omnichannel rollout and 300% agent efficiency with Zendesk Messaging

Stanley Black and Decker + Zendesk Unified Support

Stanley Black & Decker, a global leader in tools and storage, faced fragmented after‑sales support across dispersed call centers that weren’t built for multichannel engagement. The company needed a customizable, multilingual platform that could centralize data, integrate phone, chat, email and social channels, and be deployed quickly to improve the post‑purchase experience.

They implemented a Zendesk suite (Support, Guide, Chat, Talk, Sunshine and Apps) with Zendesk Professional Services and went live in three weeks after one day of training. The rollout unified 60+ websites and 75 social accounts, enabled multilingual support, and drove major gains: 300% higher agent efficiency, 1,000% growth in customer interactions, 90% CSAT, 100% adherence to a 1‑hour FRT SLA, and a 500% sales lift on Black Friday in one market.

Stanley Black and Decker, Inc.

Jaime Ramirez

President