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Construction & mining equipmentSourced

Case Study: Komatsu saves 22,000+ hours a year in call center workflows with Retool

Komatsu Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Komatsu
Industry
Construction & mining equipment
Challenge
Manual handling of parts inquiries
Headline result
22,000+ hours saved per year

Key results

22,000+
Hours saved annually
Across call center workflows
30–40%
Lower average handle time
Inbound requests
$8M
Projected sales revenue
4 wk
To build the solution

The challenge

Komatsu's parts and customer support center handled a high volume of inbound email and phone inquiries manually, with agents spending several minutes per request across systems with and without APIs.

The solution

Komatsu built an agentic customer-care solution on Retool using Apps, Workflows, and Agents, connecting API and non-API systems, blob storage files, and RPA bots, and delivered it in four weeks.

The results, in context

The solution reduced average handle time for inbound requests by 30–40%, projected savings of more than 22,000 hours per year, and was tied to $8 million in projected sales revenue.

Products used

Retool AppsRetool WorkflowsRetool Agents