MEDALLIA FOR UTILITIES

Enhance service delivery to boost customer confidence

Leverage experience to reduce cost and improve satisfaction of residential consumers, C&I customers, and employees.

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Overview

Elevate the experience of utilities customers with each interaction.

Medallia for Utilities

"Our customer feedback program brings the voice of the customer to everyone’s fingertips. Whether interacting directly or indirectly with customers, all employees play a role in delivering positive customer experiences."

LEADING UTILITIES COMPANY

Learn how utilities companies use Medallia to improve customer feedback programs with great results.

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Strengthen relationships with C&I customers 

Medallia helps utilities companies improve sales effectiveness

  • Accurately assess health of accounts to maximize upsell and cross-sell opportunities.
  • Eliminate blindspots in customer sentiment.
  • Prioritize next best actions with managed CRM integrations. 
SEE ACCOUNT MANAGEMENT


Enhance service delivery and reduce friction 

Improve customer sentiment while tightening operations

  • Assess the experience and effectiveness of all touchpoints across the customer journey (e.g., field service, outage resolution, SST, PSPS).
  • Prioritize process improvements most crucial to customer satisfaction.
  • Leverage closed-loop feedback to convert detractors to promoters.
SEE MEDALLIA FOR CX

Increase the efficiency of the support experience

Ensure fast and effective support when it matters most

  • Increase first call resolution rate and employee empowerment with direct access to customer feedback.
     
  • Assess agent performance and identify opportunities to improve quality of support.
  • Use text analytics to identify systemic pain points and determine who needs to act and how.
SEE CONTACT CENTER EXPERIENCE

Make self-service easy

Provide a seamless digital experience for your customers

  • Reduce costly support calls to the contact center.
  • Deliver consistent, personalized experiences that strengthen customer loyalty.
  • Meet growing customer expectations for a higher quality omnichannel experience. 
SEE MEDALLIA FOR DIGITAL

"We appreciate the power of Medallia’s platform and professional service and look forward to further developing our CX program. The partnership is an important building block in our overall customer experience landscape."

SIMON MCDONALD

International Customer Experience Manager, E.ON UK

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