Item: Medallia
Rating: 9
Author: Jose Harley Bueno

Use Cases and Deployment Scope

As far as I am concerned, it is being used in the whole organization, but the purpose may vary per department. For example, in our Sales department, it is being used to gauge how satisfied the customers are with the relationship with their account managers. This randomly checks if the account managers are doing their job in making sure we are on top of their concerns. This also measures the NPS of the organization, which would be a great help in including the current processes to satisfy the customer's criteria.

Pros and Cons

Dashboard
Documentation
Detailed report

Guide and FAQs
Reports that can be downloaded
Access in phones

Return on Investment

Customer satisfaction
Referral
Closing the loop

Key Insights

Do you think Medallia delivers good value for the price?

Yes

Are you happy with Medallia's feature set?

Yes

Did Medallia live up to sales and marketing promises?

Yes

Did implementation of Medallia go as expected?

Yes

Would you buy Medallia again?

Yes

Likelihood to Recommend

Medallia can be used for organizations that provide different types of services, may it be sales, customer service, or technical support. I think that this application is ideally built for businesses with more employees as a small business has to improve their internal process first before getting feedback from their customers through Medallia.

Other Software Used

RingCentral MVP, Google Drive, Facebook Business Manager (formerly Pages Manager)

Alternatives Considered

Salesforce CMS

Medallia is easy to use and has a lot of features that are tailored to fit the organization.

Does Medallia deserve a medal?

Overall Satisfaction with Medallia