Stanley Black & Decker streamlines enhances customer satisfaction with Kapture CX

Situation Overview:

Stanley Black & Decker’s India operations faced mounting challenges in managing service requests and warranty claims efficiently. With each of its service centers maintaining handwritten service logs and manually updating warranty data, the company struggled with delays, inaccuracies, and inefficiencies in service delivery.

Challenges

• Inconsistent customer experience: Service delivery was impersonal and varied widely across 320+ locations due to lack of centralized processes.
• No digital logging system: Service centers maintained handwritten log books, making data unstructured and prone to errors.
• Time‑intensive reporting: Warranty and service data had to be compiled manually into Excel for monthly reporting, consuming valuable staff time and increasing risk of inaccuracies.
• Manual warranty claims processing: Entering warranty claims into centralized systems was a repetitive manual task, diverting resources away from core service activities.

Solution

• Unified digital ticketing: Kapture CX’s Service Center module centralized ticket creation and tracking across all 320+ service centers, enabling consistent service workflows.
• Integrated inventory management: Technicians could now digitally log parts/tools used during service, improving stock visibility and accuracy.
• Automated reporting tools: Warranty claim reports were generated automatically, eliminating the need for monthly manual entries and reducing administrative workload.
• Streamlined workflows: Custom workflows and AI-enabled automation in Kapture CX sped up ticket handling and claims processing.

Impact

• Reduction in turnaround time: Average service fulfillment time dropped from 4–5 days to just 2 days which is almost a 50% reduction in turnaround time.
• Increase in Customer Satisfaction (CSAT): Faster response times and smoother operations led to a significant uplift in customer satisfaction scores by almost 17%.
• Enhanced technician productivity: Freed from administrative tasks, engineers could devote more time to quality service delivery, boosting overall efficiency.
• Improved data accuracy and insights: Digitization reduced human errors, improved data reliability, and enabled better decision-making through accurate reports.

Adopting Kapture CX’s Service Center module enabled Stanley Black & Decker to overhaul its fragmented, manual processes into a unified digital system. This shift empowered technicians to focus on quality service, while automation managed all backend operations. The result was a smoother, more reliable service experience and significantly improved operational efficiency.

Elevate your customer experience with Kapture CX. Book a personalized demo and discover how modern customer service automation can transform your business.