Case Study: Stanley Black and Decker, Inc. achieves omnichannel support and 100% 1-hour SLA adherence with Zendesk Talk

Stanley Black and Decker chooses Zendesk for omnichannel support

Stanley Black and Decker, Inc., a global tools company selling 50 tools per second, needed to modernize its after‑sales support: disparate call centers in Turkey, Argentina, Peru and Brazil were not integrated and the teams lacked a true multichannel approach for phone, chat, email and knowledge‑base support while handling about 10,000 tickets per month. The company turned to Zendesk Talk and the broader Zendesk suite (Support, Guide, Chat, Talk) for a flexible, easy‑to‑implement omnichannel solution.

Zendesk Talk, with help from Zendesk Professional Services, deployed Support, Guide, Chat and Talk in three weeks and trained agents in a single day, enabling multilingual coverage, integration of 50+ Facebook pages, and a Web Widget/chat flow that redirected Black Friday customers—driving a 500% sales increase in Colombia. The Zendesk Talk implementation also introduced macros, triggers and the Knowledge Capture app to deflect tickets, achieved 100% adherence to a 1‑hour first‑response SLA (typically ~30 minutes), lifted CSAT to about 90% (above an 85% benchmark), and left the team confident it can handle a projected doubling of ticket volume.

Stanley Black and Decker, Inc.

Jaime Ramirez

President