July 25, 2017

IntegraMed Fertility Chooses Medallia to Focus on Unmatched Patient Experience

Network of healthcare providers to rely on Medallia Experience CloudTM for patient feedback

SAN MATEO, Calif., July 25, 2017 — Medallia, Inc. (medallia.com) recently joined with IntegraMed Fertility to empower providers and clinics with a unified system for gathering, reviewing and acting on patient feedback. IntegraMed Fertility is the leading network of fertility providers in North America. By partnering with Medallia, IntegraMed is providing its patients undergoing fertility treatments with greater opportunities to give feedback on every aspect of their care throughout their experience, and IntegraMed’s fertility professionals will receive real-time, actionable views into the patient experience to ensure the absolute highest quality of care.

The IntegraMed Fertility network comprises 39 practice centers at 153 locations across the country that provide patients with full-service clinical and healthcare support. Fertility professionals will be able to use this unified feedback system as a way to monitor and analyze the patient experience.

“Medallia Experience Cloud allows us to view information quickly and easily both at the macro-level for trend analysis, as well as the micro-level with individual patient responses, in a single dashboard,” said Justin Rohde, Vice President, Product Development and Growth Strategy, IntegraMed Fertility. “Listening to our patients means we are better equipped to maintain and exceed our already high standards of care to support patients and help them fulfill their dreams of family.”

This partnership empowers the practices to capture insights in real-time about the patient experience. This information can not only influence the level of care that is provided to patients but also ensures an ongoing commitment to continued high Net Promoter Scores®  (NPS). Medallia Experience Cloud is currently live with the first group of clinics already having access to surveys, customer data, and case action management features.

“We’re thrilled to partner with IntegraMed Fertility to support their efforts to provide high quality care for patients through such a life-changing event,” said Borge Hald, Co-Founder and CEO, Medallia. “We’re honored that our platform was selected by IntegraMed—which has the largest network of fertility clinics in North America—to handle sensitive information from patients on a deeply personal journey.”

Healthcare staff and doctors are already actively using this feedback to measure and monitor the success of the clinics. Having the ability to use the desktop version as well as the mobile app will bolster adoption among fertility professionals throughout the terms of the phased roll-out. IntegraMed Fertility plans to implement reporting and testing to show an overall improvement not just in patient satisfaction but also retention. The IntegraMed network accounts for more than 40,000 Assisted Reproduction cycles annually, employing more than 2,000 fertility professionals in the U.S. and Canada.

About Medallia

Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia has offices in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Learn more at medallia.com.

© 2017 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia. Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. All other trademarks are the property of their respective owners.