Case Study: Stanley Black & Decker achieves omnichannel, scalable support and 100% 1‑hour SLA adherence with Zendesk

Stanley Black & Decker powers up Zendesk and drives a 5X boost in sales

Stanley Black & Decker, a century‑old global leader in tools that sells 50 tools per second, faced fragmented after‑sales support across multiple regional call centers and channels, handling about 10,000 tickets a month. The company needed a flexible, fast‑to‑deploy omnichannel platform to centralize data, support multichannel customer contacts, and improve the post‑purchase experience.

They implemented Zendesk Support, Guide, Chat, and Talk in three weeks with one day of agent training, enabling multilingual support, integration of 50+ Facebook pages, and a web widget for chat-driven sales. Results included 100% adherence to a 1‑hour FRT SLA (typical responses near 30 minutes), CSAT around 90% (above the 85% target), major ticket deflection via Knowledge Capture, a 500% uplift in Black Friday sales in Colombia, and confidence to scale as ticket volumes rise.

Stanley Black & Decker

Orlando Gadea Ros

Business Innovation Manager