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Medallia Releases Next-Generation Module to Help Companies Systematically Eliminate Recurring Customer Issues

Medallia Resolve empowers the employees closest to the problem to close the loop on customer feedback — while enabling companies to leverage those learnings to address the root cause

PALO ALTO, Calif., January 21, 2015 — Medallia® (www.medallia.com), the global Customer Experience Management (CEM) leader, today announced the release of Medallia Resolve, an advanced customer experience capability that helps companies quickly find the root causes of recurring customer pain points so they can be addressed at the source of the problem.

Closing the ‘inner loop’ with customers has become standard practice for how companies resolve individual customer issues. Today, the challenge is to increase the strategic impact of customer feedback by closing the ‘outer loop,’ or aggregating feedback to uncover business improvement opportunities that provide tangible value for large groups of customers.

According to research from Bain & Company, closing the outer loop with customers can increase a company’s NPS and significantly reduce costs — and Medallia Resolve offers an interlocking two-level approach that is critical for this process. It helps frontline employees more effectively resolve individual issues and understand the underlying causes. It also helps companies aggregate, distribute and analyze customer insights to identify the most pressing recurring problems. As a result, companies are not only more effective in managing individual issues, but can also accelerate far-reaching operational advancements

“For years, we’ve been helping companies close the loop with customers,” said Ken Fine, Medallia’s chief customer officer. “Medallia Resolve adds a new level of support. In addition to empowering frontline employees with improved tools to understand customer issues, it helps companies uncover root causes, so they can efficiently address the most critical problems right at their source.”

Medallia Resolve’s new features include:

  • Best-practice-tailored case management tools that help companies engage in a productive dialogue with customers when things go wrong: by alerting the employee who is closest to the problem to close the loop with the customer, helping them better understand the issue, and letting them record findings for systemic learning and analysis.
  • Enhanced internal collaboration tools: which aggregate historical data from all touchpoints to give employees the context they need to solve customer problems — and allow them to pull in teammates for help.
  • An upgraded reporting dashboard: which opens the ‘outer loop’ by identifying root causes of recurring customer pain points — including broken processes, common misunderstandings, and training gaps.
  • A real-time mobile app: which alerts employees about customer issues on the go and provides the ability for them to respond directly even if they’re away from their desk.

Resolve is the latest innovation by Medallia to help employees across an organization work together to improve their customer experience. Medallia saw impressive growth in 2014, adding a number of leading brands — including Verizon and Tommy Bahama — to its customer base and launching partnerships with Salesforce.com and TNS to bolster their respective CRM and consulting offerings.

About Medallia

Medallia® is the Customer Experience Management company that is trusted by hundreds of the world’s leading hospitality, retail and banking brands, including Airbnb, CA Technologies, Four Seasons, GE, Macy’s, Marriott International, Nordstrom, Sephora, Shell, The LEGO Group, and Zurich Insurance. Medallia’s Software-as-a-Service (SaaS) application enables companies to capture customer feedback everywhere the customer is (Web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve the customer experience. Founded in 2001, Medallia is based in Silicon Valley, with regional offices in New York, London, Australia and Argentina. Learn more at www.Medallia.com and follow us at blog.medallia.com, Twitter.com/Medallia, and Facebook.com/MedalliaInc.

©2015 Medallia, Inc. Medallia is a trademark of Medallia, Inc. Other brand names may be trademarks of their respective owner(s). Information is subject to change without notice. All rights reserved.

Contact:

Dorian Stone, Medallia, [email protected]

Lisa Hawes, Sterling Communications, (408) 884-5155, [email protected]

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