MSC Industrial Supply Co., a leading distributor of metalworking and maintenance products, faced challenges in maintaining exceptional customer service within the complex B2B manufacturing environment, exacerbated by the global COVID-19 pandemic. With a workforce of over 6,500 associates, including 800 customer service representatives, MSC required robust tools to adapt to changing demands and ensure consistent service quality. Leveraging Verint Workforce Engagement and Experience Management solutions, MSC empowered its associates to deliver standout customer experiences while navigating supply chain disruptions and remote work transitions. These investments in workforce engagement tools enabled MSC to weather challenges and maintain its commitment to reliable service delivery, supported by data-driven insights to monitor and improve customer satisfaction and operational efficiency.