Medallia enables companies — no matter their size or complexity — to stay close to their customers. It has a proven track record of partnering with organisations to transform their culture and day-to-day
operations around the customer. Not only does Medallia capture customer feedback from any channel — mobile, web, in-store, social media and contact centres — but it also delivers sophisticated data and insight to the most relevant teams and people who can take action. All in real time.
“Medallia becomes the eyes and ears of a company,” said Jonathan Hansen, Head of Enterprise IT Architecture at Medallia. “We help companies engage with their customers, no matter how big they get or how complicated their customer journeys become. As a result, our customers stay nimble and can act fast, whether responding to a customer need or innovating to create new value they know their customers
Medallia created the category Customer Experience Management and continues to lead the space. It works with hundreds of brands across financial services, telecommunications, hospitality, airlines, government, retail, professional services organisations and technology companies. Medallia is backed by Sequoia Capital, the venture firm’s largest investment to date.
Upgrading communications at a fast-growing global company
Based in Silicon Valley, Medallia has offices in New York, London, Paris, Hong Kong, Sydney, Buenos
Aires and Tel Aviv and continues to expand. When Hansen and the IT team decided to upgrade Medallia’s communications system, they knew they needed a system that could keep up with the company’s rapidly expanding global presence.
Hansen’s goal was to implement a single global provider that would equip all Medallia locations with a standard set of communications functionality and a consistent user experience.
He also wanted to ensure that the solution would maintain necessary call quality and consistency of experience as the company continues to scale. With those requirements in mind, he chose RingCentral’s Unified-Communications-as-a-Service (UCaaS) platform.
“We are growing at a very rapid pace and needed a solution that would grow with us. RingCentral’s platform is simple and eliminates all the hassle of on-prem systems, such as POTS ordering and sizing, per-country contracts, allowing our team to focus on more critical activity,” said Hansen.
The functionality is not limited to Medallia employees who only work in-office. “RingCentral lets any Medallian be a part of the office communications system, whether they work in one of our offices, at home, or remotely. This enables us to maintain the flexibility that is a core part of our culture,” continues Hansen.
Medallia uses other RingCentral functionality, including RingCentral Global Office for international branch offices, RingCentral Meetings for face-to-face online collaboration, RingCentral integrations for Google and Salesforce and RingCentral for Okta.
Medallia uses RingCentral for Okta for identity and access management. This lets users access RingCentral in a secure fashion, automatically provisions RingCentral phone numbers and links employees’ contact information to Medallia’s directory.
Medallia is also in beta with RingCentral CloudConnect, a new managed service that provides a dedicated and private MPLS network connection between a company’s network service provider and RingCentral.
“Moving to the cloud required us to assure call and meeting quality,” Hansen explained. “With CloudConnect, we have guaranteed bandwidth, guaranteed service.”