Medallia Helps Schneider Electric to Delight Customers With Outstanding Digital Experiences
July 08 2021 - 8:00AM
Business Wire
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.
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.”
To read the full case study, click here. To learn more about
Medallia, visit www.medallia.com, or follow us on LinkedIn,
Twitter, Facebook and Instagram.
About Medallia
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.
© 2021 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.
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. www.se.com
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