Summary

The days of reactive IT help-desk metrics are over. Strategic CIOs know that outcomes ultimately drive employee experience, happiness, and productivity.

With Employee IT Services from Medallia, IT organizations can explore themes from company feedback and take informed action on sentiment and satisfaction drivers across all service, systems, and project experiences. In doing so, Medallia empowers IT teams and individuals to close the feedback loop, key to keeping communication channels open between the CIO and the business.

Employee IT Services allows organizations to better understand SLAs and outsourced operations, prioritize and optimize internal projects, improve team performance and coaching, and become a strategic, proactive partner to all employees.

What’s Included:
Survey templates for common internal service management transaction types such as service requests or incidents
Ability to integrate with common internal service management platforms, including ServiceNow, to trigger feedback invitations and manage subsequent cases
Real-time, role-based dashboards for executives, service representatives, team leads, managers, and admins
In-platform case management for root cause identification and resolution
Alert workflows to route issues to appropriate team members of a CIO organization
Integrations with HRIS (e.g. Workday) and Collaboration (e.g. Slack) platforms
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