Using the customer voice to drive best-in-class experiences
“Having access to real time feedback allows us to make faster, more intelligent decisions across Anaplan. These decisions can include everything from how we design our platform to how we deliver everyday support.”
VP, Customer Care Anaplan
Anaplan is a cloud-native enterprise SaaS company who was recently named a leader in Gartner’s Magic Quadrant for Cloud Financial Planning & Analysis Solutions. Moving at the speed of technology, Anaplan is eager to ensure that its customers gain the benefits of connected planning as quickly and easily as possible.
Prior to Medallia, the team gathered feedback after service interactions; however, the company used a variety of tools that were not easily accessible to everyone within the organization. To ensure Anaplan’s employees are acting on direct customer feedback, the company worked on finding the right platform to help the company focus on customers first.
Leveraging their own platform, combined with data from Medallia and Salesforce, Anaplan can now see a 360-degree view of customer health by account, segment, region, and other attributes, increasing their Net Promoter Score to 77 in the first quarter of using Medallia.