Stanley Black & Decker uses Salesforce to connect tools, technicians, and customers. The $11 billion company serves diagnostics through text-to-cloud, tracks service cases to spot patterns, and is building smart tools that report usage and problems directly to phones.
A little over $11 billion in revenue.
45,000 employees globally.
Fortune 500.
Being able to fulfill a connected device world that not only connects devices, connects people, connects our businesses and our suppliers, is the future and the vision of Stanley, Black and Decker. Stanley Black and Decker is a Fortune 500 company. A little over $11 billion in revenue, 45,000 employees globally. We extend well past a wrench in a catalog into helping people to build, helping people to create, making them better and more effective and more efficient at the creative. When people think about the brand, they think about quality they've trusted for a very, very long time.
Being a customer company is absolutely imperative to Stanley Black Decker. It's about the opportunity that we have to make our customer a brand loyalist for life. Using service cloud is like having a help button embedded in all of our products.
You may have people who are used to working with their hands under the hood of a car and who like to turn wrenches, but they still have an that if they have a question, it can get answered quickly. They don't necessarily see it as technology, they see it as the experience and it's what keeps them coming back.
Mobile application development. Stanley, Black and Decker is on the forefront, especially Mac tools. Due to the fact that we're a mobile business, we're out on trucks.
The one common thread throughout the entire continuum is speed. The people who represent us in the marketplace, be it franchisees or distributors, they need answers quickly because demand is perishable.
Almost everything on this truck has lifetime warranty. We have to service that customer for the life of that tool. We put together the ability for our franchisees to send text messages from their truck, which automatically go into the service cloud.
Using the service cloud absolutely impacts sales. When you can log 100% of your cases, when you can have the information that you need to get back to people quickly, then that inspires loyalty.
We can share that information across the service cloud. We can share that information across sales teams, which allows us to grow the business, allows us to get stronger, which gets us to the next level. The paradigm of connected devices is the next generation for all companies. Tools talking to the devices, devices talking to people. Your tool tells your phone that you needed to replace your battery, or your toolbox tells you that you forgot to lock it.
And then the future vision is for this technology to be robust enough and cost effective enough to be embedded into the tools that you would buy at a big box outlet. You could bring that all the way down to the consumer application in the brother in law model of who borrowed my tool? And do they still have that ability.
To take information from that particular tool and how it's being used, and sharing that information within the service cloud is a huge advantage. We can make people better. We can make technicians smarter.
I do see the SalesforceOne platform being an enabler for this vision of connected products, connected communities, smart tools as they evolve to genius tools.
The service cloud allows us to engage with our customers in ways we never thought possible. Service cloud has given us the ability to capture the information efficiently, to be able to share the information efficiently, to be able to give our customers the answers they need more quickly and more accurately than we've ever been able to do before.
