How ADP drives transformational change through client experience
“We needed a single platform giving us a consistent, enterprise-wide view of client feedback from many listening posts. The usage of Medallia here at ADP, the insights we gained through our deep analytics, combined with our executive committee’s support of the program have all been instrumental to our success.”
VP Head of Analytics ADP
Through data-driven insights and trusted expertise, ADP helps drive value for clients by enabling them to focus on their business. ADP’s 60,000 associates serve more than 1 million clients in 140 countries, ranging from small businesses to global enterprises.
With the long-standing goal of simplifying the client experience through innovation, each area of the business works with Client Experience consultants to identify operational opportunities, understand key challenges, and set measurable goals. The company’s data-driven approach to elevating and actioning against the voice of the client is supplemented with text analytics to help ADP better understand client attitudes and behaviors. Continuing to hold client experience at the top of the priority list has resulted in a significant number of strategic initiatives across 9 business units, helping to drive client retention, as well as savings from process enhancements.