Request a Demo

Brightstar improves the client claim experience by acting on feedback

Contract to launch timeframe

60 days

Decrease in calls per claim


Increase in Net Promoter Score

25 points

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.

Brian Powers Chief Experience Officer Brightstar

Learn how Medallia can work for your business

Request a Demo

More Medallia Success Stories



Comcast creates customer love to the tune of hundreds of millions

Read More



IBM uses predictive analytics across 300+ products to catch detractors before they detract

Read More



Sunrise saves millions by shining a light on the voice of the customer

Read More