Brightstar improves the client claim experience by acting on feedback
Brightstar is a global leader of end-to-end device lifecycle management solutions and the world’s fastest growing device protection provider. After hiring a Chief Experience Officer in early 2020, the Customer Experience team began listening to customer calls and seeing first-hand how agents handle claims, and what tools they use to handle inquiries. With over 500 agents in global care, handling more than 60,000 claims per month, Brightstar knew they needed a “best-in-class” feedback provider to help them continuously listen to customers.
In just 60 days from the contract sign-on date, Brightstar launched Medallia. Using various Medallia solutions — including Text Analytics and Medallia Digital — Brightstar is constantly listening to clients for process improvements and operational changes.
In the first year of using Medallia, Brightstar decreased calls per claim by 25% and increased Net Promoter Scores by 25 points.
“The program team was excellent in understanding our needs, and the commitment that Medallia could help Brightstar launch quickly was a big selling point for us. This is only just the beginning of a long partnership together.”
Brian Powers Chief Experience Officer Brightstar