Case Study

Medallia Experience Management

Digibee quickly and securely integrates Medallia systems with the customer’s existing digital environment and reduces the risk of project failure, while minimizing customer churn.

About

Goal

Challenge

Solution

Results

Company:
Medallia Experience Management

Industry:
Cloud Platform Software as a Service (SaaS)

Headquarters:
San Francisco, CA

medallia.com

ABOUT

Medallia is a pioneer and the market leader in Experience Management. Its 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.

CHALLENGE

Medalia needed to acquire new enterprise logos as a key revenue strategy for Q3 2019 and the success of its partnership with one of the top three banks was dependent on speed.

Medallia’s team could not integrate the NPS platform with the bank’s SMS provider to perform customer satisfaction research fast enough, putting the partnership at risk. Medallia needed an integration solution that provided speed, accuracy and efficiency.

Medallia looked to Digibee to quickly and securely integrate its platform with the customer’s existing digital environment to reduce the risk of project failure and eliminate customer churn. The solution required meeting the expectations to scale and delivering the integration project for a high volume of transactions.

GOAL

Quickly and securely integrate Medallia with the customer’s existing digital environment to reduce the risk of project failure and customer churn.

Meet the expectations to scale and deliver this integration project for a high volume of transactions.

SOLUTION

Digibee connected Medallia’s Platform with its bank partner’s SMS service, quickly scaling the data flow to meet peak volume requirements and securely provide key experience management insights to the bank partner. The solution met expectations to scale and deliver the integration project for a high volume of transactions.

RESULTS

Digibee completed the integration project in five days and the entire delivery process took one month from start to finish, including the proof of concept (POC) and volume testing. 

The go live day was 15 days after the agreement contract was signed.

WHY DIGIBEE

Digibee has a successful track record working with banks and financial institutions.

Digibee was able to quickly solve an integration crisis reducing the risk of customer churn.

Digibee has created a reliable integration framework that can be reused by Medallia to replicate similar use cases with other high-value customers.

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