Employee experience platform provider Medallia has announced the outcome of its work with energy and automation digital transformation leader Schneider Electric.
The main element of Medallia’s offering is its cloud-based customer experience software platform, which captures voice of the customer feedback across a host of channels – including web, social, mobile, and contact centre. The company says it already processes more than a billion comments from its customers’ employees, using AI to reveal insights and predict factors such as churn.
Having implemented Medallia’s technology to capture digital feedback from Schneider Electric customers, the company increased its Net Satisfaction Score by 34 points and generated a 33% increase in employee engagement.
“By capturing insights directly from our customers’ viewpoint, we can translate information into knowledge and then into action plans to improve their experience,” said Sophie Grugier, Senior Vice-President of Customer Satisfaction & Quality at Schneider Electric. “Our teams now have the tools to listen to their customers anywhere and at any time for a better and more consistent experience and to continuously improve customer satisfaction.”
The partnership also had a focus on the company’s corporate website, se.com.
“With 80+ country versions of our site, we wanted to be sure that the overall digital experience is consistently positive. We decided to implement data-driven analytics and insights to fuel a better customer experience, said Karen Regine, Global Director of Web NSS Governance at Schneider Electric. “We focused on enabling a more personalised experience to our diverse range of visitors and gave them tools to find the right product information, easily and efficiently.”
According to the two companies, thanks to the partnership Schneider Electric has been able to:
- Increase Net Satisfaction Score by 34 points over two years
- Achieve a 33% increase in employee engagement with employees leveraging the platform to help improve the overall customer experience
- Improve product search capability and user experience
“At Medallia we strive to help our customers reveal the most relevant customer insights, and make those insights actionable to every role across their organisations,” said Medallia President and CEO Leslie Stretch. “We are thrilled to see the success of our partners at Schneider Electric in how they both increased customer satisfaction and activated their employees through a platform for continuous improvement.”
