Medallia Industry EBook [ Manufacturing and Automotive)

Here’s how Medallia can help a manufacturing Industry Insider business like yours. AUTOMOTIVE AND MANUFACTURING Clear Visibility Intelligent signal capture and direct listening across the customer and employee lifecycle gathers the information you need. Actionable Insights Exceptional AI, machine learning, and customer profiles across channels and journeys translates the data you gather. Shared Knowledge See how our partner Medallia tackles challenges Curated, role-specific insights and broad adoption in the auto and manufacturing industries. From big- across functions drives widespread action and high picture problems to the specific needs of an account ROI directly in Salesforce. manager, Medallia has it covered. Medallia helps manufacturers stay in tune with and take action on the experience of their customers, distributors, partners, and employees. Keep reading to learn how Medallia could help an account manager retain and expand his accounts.

The Solution Medallia helps companies take action on feedback by capturing, analyzing, and routing 100% of experience signals across customer interactions, Streamline operations. including voice, video, digital, surveys, IoT, social, The Challenge: Supply chain ops are and more. extremely complex and operations teams often lack visibility. There are many individuals who touch an account in disparate ways. The Solution: Medallia breaks down Grow revenue and organizational silos by turning customer insights into prioritized and meaningful retain customers. actions. The right teams are notified in The Challenge: Manufacturers are frequently real time to improve the experience of siloed and rarely have visibility across the your customers, distributers, organization. Account managers struggle to get and employees. a comprehensive view of the experience. The Solution: Medallia’s AI capabilities route actions directly to sales and account teams on potential upsell opportunities and churn risks to do immediate follow-up with customers. Increase digital support effectiveness. The Challenge: A high percentage of calls to customer support start with failed Develop engaged and digital experiences. empowered employees. The Solution: By understanding 100% of The Challenge: Employee turnover in support customer interactions across digital and contact organizations is notoriously high and costly. center, Medallia can identify ways to reduce The Solution: Keep recruiting and training costs contact center calls, identify self-service low by retaining your best talent. Understand opportunities, and reduce friction points. their experience at your organization, innovate on their ideas to drive the business forward, and give them the tool set they need to do their job well.

The Scenario Medallia solves Josh’s In this example, let’s imagine how an challenges by: account manager uses Medallia to keep his Providing clear visibility into the account base. accounts happy and increase their spend. Now Josh always has a pulse on account sentiment. He can prioritize which accounts across his portfolio he needs to focus on at any given moment and is no longer blindsided by arising issues. Flagging at-risk customers in realtime. With Medallia, Josh knows right away if there are competitive pressures or breakdowns in any part of the business, from fulfillment to support, so he can retain his customers. Identifying and acting on cross-sell and upsell opportunities. Josh With Medallia’s proprietary AI, feedback becomes a path to finding net new opportunities within accounts. Account Manager With a small pilot group of just 200 salespeople and in He frequently gets blindsided less than one year, Josh’s company closed 2,300 new deals by what is happening with his His Goals: His Challenges: that amounted to more than $62 million in net new accounts because he only revenue by driving action on feedback. • Increase visibility so he can better • Visibility is lacking into all the interacts with one or two prioritize across all of his accounts individuals who are impacted by Creating an engaging work environment. contacts at an account. • Retain his current accounts and or influence buying decisions By empowering him with the tools and information he He doesn’t have a full picture increase their spend • Digital channels can have multiple needs to do his job, Josh happily stays at the company of what is happening in other • Quickly identify upsell and cross- internal owners, leading to missed sell opportunities issue resolution longer. He appreciates how easy it is now to find departments such as fulfillment, • Siloed departments don’t share opportunities, build customer relationships, and drive support, engineering, and other information quickly enough the business forward. business units. • Lack of effective self-service channels causes customers to reach out to customer support Learn more about Medallia and field service