Anaplan Continues to Explore Different Ways to Put the Customer First
July 14 2021 - 8:00AM
Business Wire
Company harnesses customer feedback to inform everything from
platform design, to everyday support delivery.
Medallia, Inc. (NYSE: MDLA), the global leader in customer and
employee experience, and Anaplan, Inc. (NYSE: PLAN), provider of a
leading cloud-native platform for orchestrating business
performance, shared results from the deployment of the Medallia
Experience Cloud to reimagine how Anaplan collects, manages, and
actions customer feedback.
Last year, Anaplan replaced a collection of customer feedback
mechanisms with the Medallia Experience Cloud. Medallia helped
Anaplan add multiple feedback touch points across their customer
journey and provided direct access for necessary employees to
feedback data.
“Having access to real-time feedback allows us to make faster,
more intelligent decisions across Anaplan. These decisions can
include everything from how we design our platform to how we
deliver everyday support,” said Anaplan Vice President of Customer
Care Anne Cooper.
Anaplan Product Support Managers follow-up with customers who
need assistance. Support Analysts receive personalized coaching or
praise based on customer feedback. Within the first year of the
program, 80% of Anaplan Customer Care employees logged into the
Medallia platform to view and act on customer data and the results
were clear. Anaplan’s Customer Care Net Promoter Score (NPS1)
increased to 77 during the first year leveraging Medallia for
customer feedback.
“Understanding brand experience is critical to overall success.
Medallia captures feedback data at every stage, uses advanced AI
and machine learning to surface insights, and delivers those
insights in an actionable way across our customers’ organizations,”
said Medallia CEO Leslie Stretch “We are thrilled to see Anaplan
continue to put their customers first as they lean into our
platform to inform everything from customer service to product
development.”
To read the full case study, click here. To learn more about
Medallia, visit www.medallia.com, or follow us on LinkedIn,
Twitter, Facebook and Instagram.
About Anaplan
Anaplan (NYSE: PLAN) is a transformative way to see, plan, and
run your business. Using our proprietary Hyperblock™ technology,
Anaplan lets you contextualize real-time performance, and forecast
future outcomes for faster, confident decisions. Because connecting
strategy and plans to collaborative execution across your
enterprise is required to move business FORWARD today. Based in San
Francisco, we have 20 offices globally, 175 partners and more than
1,700 customers worldwide. To learn more, visit Anaplan.com
About Medallia
Medallia (NYSE: MDLA) is the pioneer and market leader in
customer, employee, citizen and patient experience. The company’s
award-winning SaaS platform, Medallia Experience Cloud, is becoming
the experience system of record that makes all other applications
customer and employee aware. The platform captures billions of
experience signals across interactions including all voice, video,
digital, IoT, social media and corporate messaging tools. Medallia
uses proprietary artificial intelligence and machine learning
technology to automatically reveal predictive insights that drive
powerful business actions and outcomes. Medallia customers reduce
churn, turn detractors into promoters and buyers, create
in-the-moment cross-sell and up-sell opportunities and drive
revenue-impacting business decisions, providing clear and potent
returns on investment. For more information visit
www.medallia.com.
© 2021 Medallia, Inc. All rights reserved. Medallia®, the
Medallia logo, and the names and marks associated with Medallia’s
products are trademarks of Medallia. All other trademarks are the
property of their respective owners.
1 Net Promoter, Net Promoter Score and NPS are registered
trademarks of Bain & Company, Inc., Fred Reichheld and
Satmetrix Systems, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20210714005065/en/
PR Contact: Austin DeArman press@medallia.com +1
(202)-341-9181
IR Contact: Carolyn Bass ir@medallia.com
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