Medallia Launches New Powerful Self-Service Capabilities

SAN MATEO, Calif., August 3, 2017 — Medallia, Inc. (medallia.com) today announced a powerful update to Medallia Experience Cloud™ called Admin Suite that gives companies even greater control over their customer feedback programs. With Admin Suite, companies can now – without assistance from Medallia or systems integrators – author customer surveys from scratch, modify existing surveys that are already live, and create new reports from survey data.

“Admin Suite means that companies can author surveys as easily as with their favorite online survey tool while enjoying the robustness of an enterprise-grade application,” said Borge Hald, CEO and Co-Founder, Medallia. “Companies can not only create their own surveys and reports, but also integrate the responses from those surveys with all other customer information for a one-stop view of the customer, report the data company-wide rather than in siloes, and rest easy knowing their customer data is protected by enterprise-grade security. Our customers told us they needed an enterprise-grade solution that is agile and flexible enough to make changes quickly. With the introduction of Admin Suite, they have just that – an enterprise-grade solution with consumer app usability.”

Starting today, administrative users of Medallia Experience Cloud can respond to new needs of the organization as soon as they arise by using Admin Suite to make changes to their customer experience surveys and reports on their own in real-time. Users can make those changes safely, no matter how large their customer experience programs. For example, with the “Sandbox” feature, admin users can run safety and quality checks in a sandbox development environment before deploying live changes. Also, with the Survey Builder and Report Builder features, users can publish surveys and reports in a “preview” mode to review and test them before pushing live.

“Medallia is already a hugely powerful platform for our network of 188 Kia dealerships in the UK who connect with the voice of the customer on a daily basis. Admin Suite will help us to be even more responsive to our dealership network and increase their engagement by quickly building tailored reports for them,” said Stephen Dorman, who is the GM for Customer Quality for Kia Motors UK. “For example, as a result of the new Test Drive survey that we send out to potential customers, we’ve seen notable improvements in follow-up activity by our Sales teams, and this has helped them to sell more cars. This is a great start, and we are keen to take further advantage of the flexibility that Admin Suite can provide us with for our reporting capabilities and potential new surveys.”

These additional features are available today as part of Admin Suite:

• Exports: Adjust and access data quickly and easily to secure customer insights
• Sandboxes: Create staging environments to test configuration changes before they go live
• Self-Service Text Analytics: Generate new customer insights by modifying topics
• Ask Now: Conduct tests within existing surveys to gain additional information from customers
• Digital Administration: Manage web, mobile, mobile in-app feedback through Medallia Digital
• User Management: Empower admins to add new users and reset passwords

“In a world where the most customer-obsessed companies win, Admin Suite makes it even easier for companies to innovate on behalf of customers,” said Hald. “With Admin Suite, companies can modify live customer experience programs at scale, minimize disruptions, and make changes to their businesses as their marketplaces shift.”