One of Canada’s Most Trusted Brands, CAA, Leverages Medallia to Increase Customer Loyalty

SAN FRANCISCO–(BUSINESS WIRE)–Medallia, Inc. (NYSE: MDLA), the global leader in experience management, today announced that the Canadian Automobile Association (CAA) is leveraging Medallia to understand and enhance the experience customers have with its Emergency Roadside Assistance Service, Contact Center Agents, Retail Locations and Online Website.

“Our implementation with Medallia was the most seamless SaaS implementation I have experienced in my career. For over 100 years we’ve been focused on serving our Members’ needs, and Medallia helps us fuel this mission. Since partnering with Medallia, we have seen our response rates increase to 46%, and it has allowed the ability to identify gaps with today’s changing customer landscape, so we can quickly make positive business transformations,” Jeff Walker, chief strategy officer, CAA National.

With nearly 6.5 million members and one of Canada’s most trusted brands, CAA has been using Medallia Experience Cloud for over a year to identify and react to ever changing customer expectations and set goals to meet those expectations. The company is using closed-loop processes and coaching of individual employees to develop understanding and empathy for customers’ needs and optimize their experiences. CAA has been named one of Canada’s most trusted brands for the past three years offering insurance, roadside assistance, travel services and Member Rewards across Canada. With Medallia, CAA is tracking metrics over time to track progress and augment the most valuable experiences that will increase loyalty.

Follow us on Twitter, Facebook and Instagram