NewPage + Medallia for Customer Experience Management

Our client, a cutting-edge pharmaceutical company dedicated to revolutionizing healthcare, was on a mission to take their customer experience game to the next level. 

With a global network of healthcare pros, patients, and caregivers in their corner, they wanted to crack the code on how to better track engagement of patients and HCPs with their digital content.

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The Challenge

Feedback Fragmentation

The client struggled to gather comprehensive feedback from diverse stakeholders across multiple markets and business units due to existing scattered feedback mechanisms. This hindered their ability to understand and address customer needs effectively.

Digital Blind Spots

The customer experience and marketing teams faced challenges in understanding customer interactions on digital platforms, particularly the website. This led to a lack of insight into user behavior, preferences, and pain points.

Limited Visibility into Customer Sentiment 

Without a centralized platform for feedback aggregation and analysis, the client had difficulty identifying trends, sentiments, and areas for improvement across various touchpoints.

The Approach

Recognizing the need for a robust customer experience management solution, the client partnered with NewPage to leverage Medallia’s suite of tools. Medallia’s software platform provides keen insights to improve customer experience, contact center experience, employee experience and digital experience. Our team collaborated closely with the client to design and implement a tailored solution addressing their unique requirements.

Customized Feedback Collection

We worked with the client to design surveys and feedback mechanisms tailored to diverse stakeholder groups across different markets and business units, ensuring comprehensive coverage across all touchpoints.

Medallia Digital Suite Deployment

We deployed Medallia’s Digital Experience Analytics (DXA) tool for comprehensive web analytics, enabling deeper insights into user behavior on the website. Complementing DXA, we implemented Medallia Digital, a dynamic survey tool triggering real-time feedback collection from website visitors.

Centralized Feedback Aggregation

By integrating Medallia into the client’s systems, we facilitated seamless aggregation of feedback data from various sources into a centralized platform, providing real-time and persona-based actionable insights.

Text Analytics for Unstructured Feedback 

Our team utilized Medallia’s advanced analytics capabilities to extract actionable insights from unstructured data such as chat and email transcripts, enabling identification of emerging themes and performance evaluation.

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The Results

Streamlined Feedback Collection 

Medallia Experience Cloud facilitated seamless feedback collection from different touchpoints, empowering the client to capture real-time insights and address issues promptly, ultimately enhancing the overall customer experience.

Enhanced Customer Understanding 

With Medallia’s intuitive dashboards and reporting tools, the client gained a comprehensive understanding of customer sentiment and preferences across all touchpoints, enabling data-driven decision-making to enhance the customer experience.

Improved Service Delivery

Armed with actionable insights from Medallia, the client implemented a targeted Closed Loop Feedback (CLF) mechanism to address identified pain points and improve service delivery, resulting in increased customer satisfaction and loyalty.

Optimized Product Offerings 

By leveraging Medallia’s analytics capabilities, the client gained deeper insights into customer needs and preferences, enabling optimization of product offerings to better meet market demand and drive business growth.

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How Can We Help?

Discover the power of Medallia with our expert team by your side. Our seasoned veterans bring years of experience in deploying and optimizing Medallia solutions, ensuring you unlock its full potential to drive tangible business results. From initial setup to ongoing analysis, we’re here to tailor solutions that align perfectly with your goals. Let’s revolutionize your approach to customer experience together.