Stanley Black & Decker: MySBD portal personalizes employee experiences

PwC gets the client’s perspective

Stanley Black & Decker is a diversified industrial manufacturer and provider of tools, equipment and hardware for households and industrial applications. It currently employs over 65,000 individuals in more than 60 countries. Due to the size and scale of its business, Stanley Black & Decker operates across various teams, functions and groups. In a continuously competitive retention climate, Stanley Black & Decker sought to build a personalized HR support portal to help employees get the answers they need as quickly and seamlessly as possible.

Photo of: Stephen Mascola Sr. Director, Sales & CRM - Global IT  Stanley Black & Decker

Interview with:
Stephen Mascola
Sr. Director, Sales & CRM - Global IT 
Stanley Black & Decker

 

What was the challenge? 

“Our global presence and varying operations across our businesses showed us that our HR support portal couldn’t and shouldn’t be a one-stop shop. It needed multiple ‘stops’ that were intentional based on our employees’ locations, roles and individual needs. We wanted our employees to feel supported and empowered from the onboarding process throughout the employee life cycle with readily-available self-service tools and access to the right people or resources based on where they are in their career journey. And we wanted them to be able to get answers within seconds rather than hours or days. We knew Salesforce capabilities would open up more opportunity and visibility, while also governing our processes, but we needed a strategic advisor to help us act fast.”

Describe the solution delivered by the Stanley Black & Decker and PwC community of solvers.  

“PwC supported us in making our ideal state a reality — bringing HR transformation, Salesforce and experience design professionals to help us design the desired platform and user experience. We combined the strengths of our Workday and Salesforce technologies to launch the base MySBD portal in just over four months. Our employee data now seamlessly flows from Workday into Salesforce, bringing continuous, real-time insights and learnings specific to each employee. The portal serves as a global, omnichannel HR shared services platform that supports employees in over 60 countries and 12 languages where and when they need assistance. It helps drive personalization for their experiences across the employee life cycle and aids deeper employee satisfaction.”

How does the solution blend the strengths of technology and people? 

“The MySBD portal tailors employees’ ‘digital homes’ across their desktop and mobile devices for on-the-go support. PwC’s industry leading design and build practices combined with the Salesforce Experience Cloud enabled us to create a digital homebase for each employee with specific content configured based on their behaviors and inputs. Self-service, voice and chat capabilities now help our employees get into the portal with ease — and back out shortly after with answers. This builds transparency and trust across our organization.”

Where or how did innovation and unexpected ways of thinking come into play? 

“For our organization to truly drive change, we needed to shift the mindset in how we operated. With PwC’s help, we designed around our differences and simplified the process through sophisticated, effective navigation. Real-time and historical analytics within the portal now provide insights to help scale our HR support strategy and identify additional self-service content needs. Templates and spreadsheets are no longer the norm, as automated information now seamlessly flows directly to employees at each stage of the process from onboarding tasks to benefit utilization. As a global company that is built to its size with manufacturer acquisitions, the scalability offered by the portal also positions us well for future M&A opportunities.”

Sustained outcomes

~50%

user adoption of MySBD, including contractors, which is expected to increase as more employees receive credentials during launch rollout

58%

of conflict resolution use cases submitted through MySBD, demonstrating employees’ active engagement with the self-service portal

6-day

average close time, with 81% of HR shared services cases closed within 10 business days

A unified system that empowers our people to quickly find the information they need, helping to guide their careers and unique experiences

PwC and Salesforce, inspired and united in the pursuit of innovation

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Jennifer Yanoff

Principal, PwC US

Eric Montelibano

Director, Cloud & Digital, PwC US

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