Reimagining customer service efficiency

The client

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. Their #1 enterprise SaaS platform captures billions of experience signals across interactions including voice, video, digital, IOT, social media and corporate-messaging tools to reveal predictive insights that drive powerful business actions and outcomes.

The milestone

Medallia’s CX program implementation time was hugely optimized from 3000 to 40 hours, effectively lowering entrance barriers and increasing sales and client adoption. Thanks to its partnership with Andina, Medallia enables the broadest native feedback collection for complete, continuous, and modern listening now more than ever.

The journey

They partnered with Andina to create a “self-service” approach to their CX Omni-Channel Data Capture and Engagement solution. With the help of full-stack LATAM pros, Medallia simplified its product configuration process to expose the same powerful web-based survey capabilities in a safer and friendlier way to final customers.
  • Engineering, software architecture and delivery of the Feedback Management solution
  • Building of self-service apps on top of REST APIs
  • Development of new survey options, including dynamic questions based on arbitrary conditions

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