Top insurance company continues optimizing already-stellar experiences
San Francisco, CA (Oct. 28, 2019) – Medallia, Inc., the global leader in experience management, today announced that the Canadian Automobile Association (CAA) is leveraging Medallia to understand and enhance the experience customers have with its Emergency Roadside Assistance Service, Contact Center Agents, Retail Locations and Online Website.
“Our implementation with Medallia was the most seamless SaaS implementation I have experienced in my career. For over 100 years we’ve been focused on serving our Members’ needs, and Medallia helps us fuel this mission. Since partnering with Medallia, we have seen our response rates increase to 46%, and it has allowed the ability to identify gaps with today’s changing customer landscape, so we can quickly make positive business transformations,” Jeff Walker, chief strategy officer, CAA National.
With nearly 6.5 million members and one of Canada’s most trusted brands, CAA has been using Medallia Experience Cloud for over a year to identify and react to ever changing customer expectations and set goals to meet those expectations. The company is using closed-loop processes and coaching of individual employees to develop understanding and empathy for customers’ needs and optimize their experiences. CAA has been named one of Canada’s most trusted brands for the past three years offering insurance, roadside assistance, travel services and Member Rewards across Canada. With Medallia, CAA is tracking metrics over time to track progress and augment the most valuable experiences that will increase loyalty.
The Canadian Automobile Association (CAA) is one of the largest consumer-based organizations in Canada. We help provide freedom and peace of mind to over 6 million Members through eight non-profit automobile Clubs and over 100 offices located across the country. Learn more at www.caa.ca.
Medallia (NYSE: MDLA) is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment. For more information, visit www.medallia.com.
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SOURCE: MedalliaTags: CAA, customer experience (CX)