Sandvik Coromant, World’s Leading Supplier of Cutting Tools and Tooling Systems, Chooses Medallia

PALO ALTO, Calif., August 16, 2011 — Medallia, the global leader in software-as-a-service Customer Experience Management (CEM) solutions, today announced that Sandvik Coromant, the world’s leading producer of tools for turning, milling, and drilling, has selected Medallia to power new initiatives in managing its major corporate customer relationships in the US. Sandvik Coromant partners with customers in the automotive, aerospace, die and mold, and general engineering industries.

“Our key accounts are extremely valuable to us, and we want to do everything we can to maintain strong and healthy relationships with them in the long term,” said John Jacobsen, Director of Education at Sandvik Coromant US. “Medallia provides us with timely and strategic information that helps us continually improve our relationships with these key accounts. Medallia’s Key Account solution is designed to work in a B2B environment, and it’s remarkably easy to use. That simplicity helps us drive user engagement in the company.”

When Sandvik Coromant decided to implement a CEM program, the company identified closed-loop feedback as the most important part of its new process. With Medallia’s Key Account Experience solution, Sandvik Coromant deployed a Net Promoter Score (NPS) client relational survey. In addition, Sandvik Coromant incorporated invitation management into the program to make sure every voice in the key account is heard at the right intervals through the appropriate channels. The program also included an alert management system, so that appropriate managers know immediately when a customer provides a particularly high or low score. A new lost business survey helped the company determine the cause and move quickly to win a customer back.

“Sandvik Coromant is an innovator in managing its B2B customer relationships,” said Amy Pressman, president and co-founder of Medallia. “They understand the importance of hearing from every customer and constantly monitoring relationship health, and know reducing churn is the best path to happier customers and an improved bottom line.”