World-class experience management for Providers and Payers
Medallia enables healthcare companies to exceed customer expectations, motivate and engage staff, and innovate to drive brand and customer loyalty. We help providers, payers, and suppliers capture feedback, integrate experience data with operational data - from CRM and EHR systems - and turn them into actionable insights for everyone, ranging from frontline and support staff to clinicians and executives.Play Video
Capture experience signals wherever patients and caregivers are, integrate with operational data, and deliver insights that enable action in real-time.
Collect real-time signals across the patient journey and enrich with data from EHR and CRM systems for a holistic view of the patient
Alert the appropriate caregiver(s) and prompt them to take action in real-time. Enable leaders to get visibility across the organization to identify and prioritize investment opportunities and drive change innovation
Increase caregiver morale by providing real-time positive acknowledgement
Capture and act on doctor, nurse, and staff feedback across all stages of the employee lifecycle, including talent acquisition, onboarding, training and development, offboarding, and separation.
Assess key drivers of employee engagement and drive actions for continuous improvement
Solicit, capture and analyze employee ideas and suggestions on what is important to employees and how to improve their satisfaction, as well as what is important to patients based on what is seen and heard by frontline employees
Collect real-time customer experience signals across your digital channels-web, mobile, portal and in-app,
Integrate feedback from digital and non-digital channels, allowing you to see a unified 360° view of the entire customer journey
Increase portal and app adoption by collecting and aggregating user experience feedback and operational data
Integrate with multiple systems (i.e., EHR, CRM, Call Center, etc.) to build a holistic understanding of the patient journey
Automate the capture, analysis and delivery of feedback from employee service experiences related to IT systems, IT services, and workplace services
Integrate with common internal service management platforms (e.g., ServiceNow) to trigger feedback invitations and manage subsequent cases
Systematically gauge employee satisfaction with key systems and services to optimize investments, especially during upgrades and migration periods
Enhance member, employer and broker experiences to grow market share, reduce operational expenses, and improve product offerings.
Capture, analyze and act on experience signals to improve the member experience and broker behavior. Make it easy for members to engage with their health plan and increase satisfaction, retention and share of wallet
Combine experience signals and operational data to provide rich context of how, when, and where to drive operational and product improvements
Systematically understand key drivers of both positive and negative experiences. Prioritize process improvements in order to reduce operating expenditures
Capture and act on employee feedback across all stages of the employee lifecycle: talent acquisition, onboarding, training and development, life stage events, offboarding and separation
Empower managers and leaders to assess key drivers of employee engagement and its impact on customer experience
Solicit, capture, and analyze employee ideas and suggestions to improve experience and foster innovation
Collect real-time member feedback across digital channels, such as web, mobile, in-app
Uncover deep insights by unifying member signals with advanced analytics and AI to surface priorities, drive action and drive positive change
Integrate with key operational systems (i.e., CRM, Call Center, etc.) to build a holistic understanding of the member journey
Capture cross-channel feedback signals in real-time and distribute through simple and intuitive role-based dashboards to help individuals and teams improve performance
Facilitate action and drive accountability through automated alerts and workflows to foster positive recognition and service recovery
Pinpoint and address issues within the call center or upstream by analyzing survey comments, chat logs, and call transcripts with our advanced analytics and AI engine
Keep track of complex account relationships across all key contacts, touchpoints, products & services, and geographies.
Understand churn risk of feedback signals with greater accuracy than scores alone
Understand paths taken by different customers to uncover bottlenecks and opportunities
Conduct targeted analysis to see how different customers behave over time and get answers to behavioral questions and test hypotheses for CX impact
SVP, Chief of Care Delivery Operations, Atrium Health
Medallia is included in the 2019 KLAS Patient Engagement Ecosystem Report.
Medallia’s capabilities have been validated in the following areas:
“Medallia Experience Cloud is a management system for customer feedback, and we actually have some other systems in play as well. We are moving away from the other systems because we like Medallia’s platform quite a bit. We get feedback more quickly with Medallia's software. The other piece Medallia offers that we love is the reporting, which is great. We can recover service in real time. We have the system installed to a degree on a mobile app, so when feedback comes in, we can actually see that on our phones instantaneously. We don’t have the system set up to see patient information right now, but that can be done too.”
– Director of Customer Experience