Medallia Helps Schneider Electric to Delight Customers With Outstanding Digital Experiences
Medallia helped Schneider Electric to increase Net Satisfaction Score by 34 points and generate a 33% increase in employee engagement by tapping into digital customer feedback.
SAN FRANCISCO–(BUSINESS WIRE)–Medallia, Inc. (NYSE: MDLA), the global leader in customer and employee experience, and Schneider Electric, the leader in the digital transformation of energy management and automation, today announced results of the implementation of Medallia’s solution to capture digital feedback to continue helping deliver outstanding experiences to Schneider Electric customers.
With more than 128,000 employees working in over 100 countries worldwide, Schneider Electric offers a vast range of products and solutions enabling integrated energy management for homes, buildings, data centers, infrastructure, and industries. With such a diverse customer base, the company focuses its digital transformation on customer needs and expectations.
“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.”
Schneider Electric selected Medallia Experience Cloud to capture customer feedback all along their digital journey. With Medallia, Schneider’s Customer Satisfaction & Quality team was able to highlight areas of improvement, such as online product selectors, zoom-in options, and labeling for an improved web experience. With predictive analytics, Schneider can also proactively explore new ideas to digitally engage with customers. Schneider Electric now has a 360-degree view of its digital customer experience, helping to better serve customer needs.
The company’s corporate website, se.com, is a critical part of the customer journey.
“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 personalized experience to our diverse range of visitors and gave them tools to find the right product information, easily and efficiently.”
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 organizations,” 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.”
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.
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About Schneider Electric
Schneider’s purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all. We call this Life Is On. Our mission is to be your digital partner for Sustainability and Efficiency. We drive digital transformation by integrating world-leading process and energy technologies, end-point to cloud connecting products, controls, software and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centers, infrastructure and industries. We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values.