Satisfy: Business - Understand Needs of High-volume Customers

Satisfy: Business™ – Enterprise Feedback Management Solutions

Understanding the unique needs of high-volume customers

Medallia’s Business feedback solution gathers and reports feedback from some of your highest-value customers—intermediary businesses that make large purchases on behalf of end customers, multiple times per year, year in and year out. Among these intermediary businesses: resellers, distributors, and meeting planners.

Schedule A Demo of Medallia’s Enterprise Feedback Management Solution – Enterprise Feedback 2.0

Key Benefits

Enhances sales efforts by giving representatives information about business customers’ past usage and satisfaction.
Measures business satisfaction thoroughly by surveying before, during, and after a service or sales interaction and collecting data across multiple touchpoints. Allows different people to answer different portions of the same survey.
Generates alerts about dissatisfied business customers.
Enables problem resolution while service is ongoing—a particularly vital feature with business customers who recognize their high value and expect problems to be addressed quickly.

A very important customer [who’s dissatisfied] can get a call from our CEO the same day—that’s a pretty cool competitive advantage.

—IT Director

Modules
Features

SatTracker™: Continuous tracking of intermediary satisfaction at every point of sale and service in the account.
ResponseInvestigator™: Viewing and searching of individual response forms, including verbatim open-ended comments. Because managing an intermediary involves so many departments and steps, solution provides for multiple open-ended comments.
CustomerProfiler™: In-depth information about intermediaries, including their purchase potential and buying patterns.

ProblemTracker™: Tracking of problem incidence and resolution, which is critical for intermediaries because they are more likely to report problems and less likely to accept incomplete solutions.
PerformanceRanker™: Ranking of performance of different departments (e.g., sales, service) and employees in satisfying intermediaries.

Alert: Alerts trigger whenever the system detects a potential at-risk customer relationship. You set the trigger points.
Built-in customer-recovery tools: Intervene and curb the potential loss of high-value customers.
Powerful search, sort and filter: Tools to search, sort, and filter for just about anything, including verbatim content, along any dimensions you choose.
Just-in-time data: Delivers voice-of-the-customer feedback almost as fast as your customers give it.
Drill-down capabilities: Powerful yet easy-to-use drill-down capabilities to “get to the bottom” of key trends and data anomalies.

Enterprise-wide system: Your whole organization works off the same page, without a time-consuming distribution process.
Personalized: Tools for personalizing home pages and reports allow every user to focus on the information he or she needs.
Multi-format export: Tools to save data as PDF reports or Excel spreadsheets at the click of a button.
Multi-mode surveying: Survey modes include telephone, mail, comment card, and interactive voice response (IVR). Tools allow integration of data from multiple sources.