integrating medallia with enterprise...

Integrating Medallia With Enterprise Applications

Greg Wester, Product Manager

Adam McCord, Business Analytics

Safe HarborAll product features and delivery dates mentioned represent

current product development expectations only and not a delivery commitment. These features may not be delivered in the indicated

time frame or at all. Customers should base their purchasing, administrative, and configuration decisions solely on functionality

that is currently available. All information in this presentation is proprietary & confidential information of Medallia and not for

redistribution.

Medallia © Copyright 2019. 3

Using integrations in order to:1. Get more value within Medallia

2. Drive action outside of Medallia

3. Improve business performance

What we’ll cover today

Medallia © Copyright 2019.

Connect on every customertouchpoint


Experience 360Customer Data Platform + Responses

• Personalize front line interactions

• Engage the silent majority of customers


Challenge: Deliver Personalization

Customers Don’t Always Provide

Feedback

Customers & Experiences Data are

Separated

Touchpoints are Exploding


• Personalize communication with the context of each customer’s history

• Ensure the right info gets to the right person with personalized profiles for every role

Integrate for Rich Customer Timelines


• Group like customers and track behavior over time

• Re-engage cohorts of

customers in targeted

marketing campaigns

Integrate for Customer Engagement


Push actions and insights

anywhere employees

collaborate


Outbound Integrations

Collaboration CRM + Service Marketing


How To Integrate with Medallia Experience Cloud

Connectors APIs

• Managed data retrieval

• Preset data mappings

• Building custom apps

• Connecting data warehouses

FilesCallouts

• Realtime calls to external systems

• Triggers & events for enrichment

• Bulk data uploads

• Encrypted file drops


• Trigger actions based on real world events

• Declarative setup of custom integrations

Connect to SaaS with Medallia Workflows

Roadmap (2020)


Integration Customer Story


About Bluegreen Vacations

15

• Timeshare Developer and Management Company

• Over 215,000 property owners

• 700 service desk agents – Indianapolis, Orlando, Boca Raton

• Answers 2,000,000 calls annually


Want to perform multiple

transactions

Have detailed questions about a

resort

Prefer contact center agent over

web.

Lack of product knowledge

Can’t find answer to

questions on Web

Why Customers Call

16


A Day in the Life of an Analyst Before Integration

17

• Spending hours merging data from different systems

• Going to various systems to get to the root cause

• Excel tracking of data at the agent level

• Why are people calling us – ask an agent?

• “My QA monitor form says we are scoring really well”


• Solicited Feedback

• Survey Scores on Agent Performance

• Survey Scores Product Performance

• Feedback

• Customer Profile

Key Data Sources for the Call Center

• Un-solicited Feedback

• 100% of phone interactions

• Scoring of conversations

• Intelligence based off feedback

• Call Reasons/Drivers

• CRM (Customer Master)

• Resolutions

• Customer Journeys

• Lifecycle Analytics

18


How Bluegreen Integrated

Initiate survey invites

Survey response scores

Survey response scores


Integration Timeline

21

2010 2012 2015 2017 2017 2018

Introduced CallMiner

Speech Analytics

Salesforce Service Cloud

Medallia Results to Salesforce

Medallia Post Call Survey Survey Results

back into CallMiner


A Day in the Life of an Analyst After Integration

26

In one system…Deliver Subscriptions for review on low surveys scores

Analyze call reasons trends focus on low surveys and FCR

Develop categories based on surveys/scores to monitor call trends and agent performance

Calibrate agent performance to survey results

Analyze calls based off measure: Call Duration, % Silence, Emotion, etc

Less Excel….more root cause!


KPI Improvements (2017 – Present)

27

Likelihood to Recommend – 3% Increase

NPS – 10% Increase

FCR – 2% Increase

Average Sat with Agent is a 9.3 out of 10


What’s Next?

28

Focused Surveys based off CallMiner language

Focus on automation

Increase focus on customer research

Integration of Salesforce and CallMiner


Integrating with Medallia

Experience Cloud

If you can dream it, you can do it!

integrating medallia with enterprise...

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