INTEGRATING MEDALLIA WITH ENTERPRISE APPLICATIONS - GREG WESTER, PRODUCT MANAGER ADAM MCCORD, BUSINESS ANALYTICS
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Integrating Medallia With
Enterprise Applications
Greg Wester, Product Manager
Adam McCord, Business Analytics
Safe Harbor
All product features and delivery dates mentioned represent
current product development expectations only and not a delivery
commitment. These features may not be delivered in the indicated
time frame or at all. Customers should base their purchasing,
administrative, and configuration decisions solely on functionality
that is currently available. All information in this presentation is
proprietary & confidential information of Medallia and not for
redistribution.
What we’ll Using integrations in order to:
cover today 1. Get more value within Medallia
2. Drive action outside of Medallia
3. Improve business performance
Medallia © Copyright 2019. 3
Connect on every customer
touchpoint
Medallia © Copyright 2019.
Experience 360
Customer Data Platform + Responses
• Personalize front line interactions
• Engage the silent majority of
customers
Medallia © Copyright 2019. 5
Challenge: Deliver Personalization
Customers & Customers Don’t
Touchpoints are
Experiences Data are Always Provide
Exploding
Separated Feedback
Medallia © Copyright 2019.
Integrate for Rich Customer Timelines
• Personalize communication with
the context of each customer’s
history
• Ensure the right info gets to the
right person with personalized
profiles for every role
Medallia © Copyright 2019.
Integrate for Customer Engagement
• Group like customers and
track behavior over time
• Re-engage cohorts of
customers in targeted
marketing campaigns
Medallia © Copyright 2019.
Push actions and insights
anywhere employees
collaborate
Medallia © Copyright 2019.
Outbound Integrations
Collaboration CRM + Service Marketing
Medallia © Copyright 2019. 10How To Integrate with Medallia Experience Cloud
Connectors APIs
• Managed data retrieval • Building custom apps
• Preset data mappings • Connecting data warehouses
Callouts Files
• Realtime calls to external systems • Bulk data uploads
• Triggers & events for enrichment • Encrypted file drops
Medallia © Copyright 2019. 12Connect to SaaS with Medallia Workflows
• Trigger actions based on
real world events
• Declarative setup of
custom integrations
Roadmap (2020)
Medallia © Copyright 2019.Integration Customer Story
Medallia © Copyright 2019.About Bluegreen Vacations
• Timeshare Developer and Management Company
• Over 215,000 property owners
• 700 service desk agents – Indianapolis, Orlando, Boca
Raton
• Answers 2,000,000 calls annually
Medallia © Copyright 2019. 15Why Customers Call
Lack of product Can’t find Want to perform
knowledge answer to multiple
questions on transactions
Web
Prefer contact Have detailed
center agent over questions about a
web. resort
Medallia © Copyright 2019. 16A Day in the Life of an
Analyst Before Integration
• Spending hours merging data from different systems
• Going to various systems to get to the root cause
• Excel tracking of data at the agent level
• Why are people calling us – ask an agent?
• “My QA monitor form says we are scoring really well”
Medallia © Copyright 2019. 17Key Data Sources for the Call Center
• Un-solicited Feedback • Solicited Feedback • CRM (Customer
• 100% of phone Master)
• Survey Scores on
interactions
Agent Performance • Resolutions
• Scoring of
conversations • Survey Scores Product • Customer Journeys
Performance
• Intelligence based off • Lifecycle Analytics
feedback • Feedback
• Call Reasons/Drivers • Customer Profile
Medallia © Copyright 2019. 18How Bluegreen Integrated
Initiate survey invites
Survey response scores
Survey
response
scores
Medallia © Copyright 2019. 19Integration Timeline
Introduced
CallMiner Medallia
Speech Salesforce Results to
Analytics Service Cloud Salesforce
2010 2012 2015 2017 2017 2018
Medallia Post
Call Survey Survey Results
back into
CallMiner
Medallia © Copyright 2019. 21Medallia © Copyright 2019. 22
A Day in the Life of an Analyst After Integration
In one system…
Deliver Subscriptions for review on low surveys scores
Analyze call reasons trends focus on low surveys and FCR
Develop categories based on surveys/scores to monitor call trends
and agent performance
Calibrate agent performance to survey results
Analyze calls based off measure: Call Duration, % Silence, Emotion,
etc
Less Excel….more root cause!
Medallia © Copyright 2019. 26KPI Improvements (2017 – Present)
Likelihood to Recommend – 3% Increase
NPS – 10% Increase
FCR – 2% Increase
Average Sat with Agent is a 9.3 out of 10
Medallia © Copyright 2019. 27What’s Next?
Focused Surveys based off CallMiner language
Focus on automation
Increase focus on customer research
Integration of Salesforce and CallMiner
Medallia © Copyright 2019. 28Integrating with Medallia
Experience Cloud
If you can dream it, you can do it!
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