ARC Europe Group Leverages Medallia to Streamline Experience of Roadside Assistance Customers
February 24 2021 - 8:00AM
Business Wire
Captures insights to positively enhance the
customer journey
Medallia, Inc. (NYSE: MDLA), the global leader in customer and
employee experience and engagement, today announced that ARC Europe
Group, the largest provider of B2B roadside assistance and mobility
solutions, is leveraging the Medallia Experience Cloud platform to
improve customer retention and brand loyalty during an unforeseen
event on the side of the road.
ARC Europe Group and its network of automobile clubs across
Europe have been serving as the leading partners of automakers for
30 years providing end-to-end customer service through a multiple
set of solutions, spanning from service delivery at the roadside,
to EV Assistance (including assistance at the charging stations)
and over the air assistance following the new Connected Car
services requirements.
The implementation of Medallia Experience Cloud today allows ARC
Europe Group to further place the customer at the heart of its
operations by capturing key insights during an assistance event and
proposing the right solution in real-time.
“Our collaboration with Medallia has been pivotal in helping us
to streamline the customer experience delivered to our OEM
Partners,” said Antoine Aubry, Head of Marketing and Communication
at ARC Europe Group. “During a roadside event, the entire brand’s
value chain is challenged. Therefore, by monitoring drivers’
expectations at every step of the assistance process, we are
continuously improving our service proposal and helping our B2B
customers with their customer retention and customer satisfaction
strategies.”
ARC Europe Group is now rolling out the solution across several
countries in Europe. This partnership is an additional step toward
the digitalization of the assistance industry in accordance with
European data protection regulations.
“The need for digitalization in the automotive market is a
necessity borne out of consumer expectations”, said Greg Philiotis,
SVP and Head of International, Medallia. “By its very nature,
assessing and improving on the customer experience in this industry
presents many challenges and we are delighted to be working with
ARC Europe Group to help them to overcome these and deliver the
highest degree of customer satisfaction.”
About ARC Europe Group
ARC Europe Group is the largest supplier of B2B roadside
assistance services in Europe with an outstanding network in more
than 40 European countries. The Group represents its own
subsidiaries in France, Poland, Russia and Greece, and its
shareholders which are the major automobile clubs in Europe: ADAC,
The AA, ANWB, ACI, OEAMTC, RACE, TCB & TCS.
The Group entered new fields of activities, with the ambition to
sustain the electrical shift, delivering mobility solutions and
connected services enlarging its geographical scope.
About Medallia
Medallia (NYSE: MDLA) is the pioneer and market leader in
Experience Management. Medallia’s award-winning SaaS platform, the
Medallia Experience Cloud, leads the market in the understanding
and management of experience for customers, employees and citizens.
Medallia captures experience signals created on daily journeys in
person, on calls and digital channels, over video and social media
and IoT interactions and applies proprietary AI technology to
reveal personalized and predictive insights that can drive action
with tremendous business results. Using the Medallia Experience
Cloud, customers can 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.
www.medallia.com
© 2020 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20210224005145/en/
Media contacts: Hannah Arnold / Jacqueline Booker, Eleven
Hundred Agency Hannah.arnold@elevenhundredagency.com /
jacqueline.booker@elevenhundredagency.com T: 020 7688 5202
ARC Europe Group Media Contact Antoine Aubry, ARC Europe
Group Antoine.aubry@arceurope.com T: +32 476 977 477
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