5 With ID: MSC Industrial Supply on Taking Customer Support Virtual

ID editor Mike Hockett chats with MSC's head of sales and customer success on what led to the strategic move.

On Jan. 20, MSC Industrial Supply announced its pivot to a virtual and digital customer support model, which is resulting in the closure of 73 branch locations. It followed the company's early December 2020 news that it was significantly downsizing its Long Island, NY Customer Support Center, and has been the most-read news item on Industrial Distribution in 2021 so far — by a wide margin. In this episode, I speak with Eddie Martin, MSC’s senior vice president of customer success about what led to this strategic move for MSC and his thoughts on the greater industrial supply market’s recovery from the pandemic’s impacts.

MSC reports its 2021 fiscal first quarter results on April 7.

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