Stanley Black & Decker Realizes 50% Reduction in TAT for Service Request Fulfillment with Kapture CX
320+
Service Centers automated
40 K
Tools serviced per year
TAT
Service Fulfillment TAT reduced from 4-5 days to 2 days
17%
CSAT Improved
Situation Overview
Stanley Black & Decker has been operating in India for over a decade, and provides both contact center and service center support to its customers, through over 320 authorized service centers. However, in the absence of a centralized system / tool for logging service requests, each service center was maintaining its own handwritten service log book. Further, Service Engineers were tasked with manually updating warranty claims data for their respective service centers, on a monthly basis, to a centralized platform. This was not only a tedious process but also introduced the scope for human errors.
“We’ve been using Kapture for almost 3 years now. It has helped us improve how we manage our services and warranty claims process. Earlier, our Service Level Agreement was 4-5 days and Kapture is playing a vital role in helping us fulfill service requests within 2 days. Kapture offers a powerful Service Center Management solution, customized to the needs of our organization.”
Spokesperson from Stanley
Challenges Faced
Impersonal and generic customer experience
- Lack of automation and digitization across 320+ service center.
- Data residing in unstructured format in handwritten log book.
- Tedious and time consuming data compilation in Excel sheets for reporting.
- Manual data entry of warranty claims data to a centralized system.
Solution
Kapture’s Service Center module enabled Service Engineers across 320+service centers of the company to enter the details of all customer queries and manage corresponding service tickets in a single unified platform. The platform also allowed them to update the details of the tools or spares used during the service, to keep a track of the inventory.
Further, Kapture also helped them automate the report generation process for Warranty Claims, freeing up the bandwidth of Service Engineers to work on their core job of fulfilling service requests. This not only resulted in faster turnaround time for service request fulfillment and enhanced customer satisfaction, but also improved the overall productivity and efficiency of the service staff.
Results
Kapture’s Service Center module completely transformed the service center operations for Stanley Black & Decker. By providing a quick and easy way to manage all service requests – in a centralized database – Kapture helped the company realize substantial productivity gains and improvements in key Service Center metrics.
- 50% reduction in turnaround time for service request fulfillment
- 17% improvement in CSAT score
About Kapture CX
Kapture CX is an AI-driven B2B omnichannel customer support automation platform that adapts to evolving customer expectations and transforms good customer experiences to great ones.
Kapture CX’s teams and technology are built ground up and focus on the most important factor – the customer.
Kapture’s highly intelligent & contextual platform helps businesses see the bigger picture on a single platform that offers deeper customer insights
