Medallia, a company that deals in Software-as-a-Service customer experience management solutions, recently announced that ProTax Group (PTG (News - Alert)), and offering from its customer Intuit, has won the 2013 Customer Experience Excellence Award from the Temkin Group. Medallia provides services to PTG that help the company gather and act on customer feedback from multiple touchpoints across its business.
Medallia offers customer experience management (CEM) and enterprise feedback management (EFM) software and services in a Software-as-a-Service (SaaS (News - Alert)) format. The company’s flagship solution CX is a cloud-based platform successfully deployed in various industries for capturing the customer feedback across social, mobile, web and contact centers in real-time along with a detailed analysis.
“We’re excited that our customer, Intuit (News - Alert), has been recognized for its efforts to continually improve its customers’ experiences with the company,” said Borge Hald, CEO of Medallia. “Intuit has a sophisticated and robust customer feedback program, and we’re thrilled to be a part of it.”
Speaking on the importance of Medallia services for Intuit, Tim Rollins, PTG customer experience leader at Intuit, said, “Medallia’s reporting system has enabled PTG’s management to gain needed information, from individual scores for agents to high-level trends and reports for executives.”
Meanwhile, Medallia announced the upgrade to its Business-to-Business (B2B) offerings by adding complete account management reporting feature to allow major stakeholder’s to have a detailed visibility in the account. The new enhancement leverages Medallia’s highly scalable CEM solution to deliver benefits to frontline analysts, managers, call center agents, sales representatives, executives and others in an organizational hierarchical set-up.
The upgraded version includes 360-degree account reporting that combines relationship feedback with transactional response along with analysis to track root cause for problems. The innovation and response management feature includes detailed dashboards and other functionalities to manage invitations and generate automated reminders for surveys to non-respondents. With the new closed-loop workflows, tasks can be reassigned to other members subscribe for specific case updates and manage activity logs for improvement actions.