Milwaukee Tool's Customer Service Portal: Repair and Calibration Without Workarounds

Milwaukee Tool is the flagship, multi-billion-dollar brand of a larger industrial conglomerate, obsessed with the professional trade end user and known for its fully interchangeable cordless battery ecosystem and connected-tool platform. It engaged Taller to rebuild its customer-facing service operations.

The legacy platform for customer service requests supported exactly one request type, and everything else ran on workarounds. For a brand whose identity is built on serving the professional trades, an intake process that made customers work around it to get a tool repaired or calibrated was a direct tax on loyalty. Every workaround added friction at the moment a customer most needed the brand to work, carrying churn risk and lost revenue.

Taller created the new customer-facing service platform from scratch, with an improved user experience for submitting service, repair, and calibration requests. The team designed purpose-built workflows for each request type (calibration, repair by replacement, and more), eliminating the workaround culture of the old platform, and connected the portal to internal service operations and the ERP through custom integration services. As with the rest of the portfolio, the team owned infrastructure, source code, and CI/CD end to end, building on .NET and a modern TypeScript frontend stack on Azure, provisioned through Terraform and delivered through Azure DevOps.