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Transformation across sales and support at CA Technologies creates huge impact


Employees In the System


First Day Issue Resolution


Overall Issue Resolution Time


The Action
In 2014, CA and Medallia embarked on a journey together to embed the customer throughout the company’s DNA. “We needed to get as close as possible to our customers to understand their needs, where CA was doing a great job, and where we were not doing a great job. Medallia sits at the center of that. Specifically, CA relies on Medallia’s Text Analytics and Mobile application to engage its salesforce and customer-facing teams.”

“Because we have a large global organization with a distributed salesforce, Medallia Mobile was a really big deal,” says Semerjian. “It’s getting into the heads and, essentially, the hearts of sales people because it’s useful and high impact, and it tells them things that are important to help them run their business.”

The Results
  • Increased NPS steadily since 2014, quarter over quarter
  • Improved Support customer satisfaction ratings, which are consistently greater than 9 out of 10
  • Increased first-day Support issue close rate by more than 40%
  • Improved Support issue-to-resolution mean time by over 60%
  • 81% of all 11,000 employees have adopted a personal customer experience-related goal

Source: Case Study, Transforming an organization with a customer-driven purpose

Dayton Semerjian General Manager Global Customer Success

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