Medallia, a provider of SaaS (News - Alert) customer experience management solutions, has announced its second-generation mobile CEM application.

 

With the application, Medallia customers can access all the benefits of Medallia such as rich reporting capabilities, real-time customer experience monitoring, and tools to save at-risk customers, said company officials.

 

"We like our customers to take CEM with them wherever they go," said Borge Hald, CEO and co-founder of Medallia, adding that by delivering mobile access to iPhone (News - Alert) and iPad users, "we are accelerating adoption of CEM and by extension the mobile enterprise, connecting employees even more closely to customers."

 

Enterprises that deployed CEM relied on traditional computing devices to access data till recently. Company officials said that though Medallia made real-time data available, access to it was not "ubiquitous."

 

Last fall, the company released iPhone application that provided a scoreboard of key customer experience results and recent responses. Company officials said that the second-generation application expands capabilities by providing fully integrated customer management and service recovery workflows.

 

Moreover, it offers business organizations yet another significant distinction between generic survey tools and Medallia's custom enterprise CEM solution, said company officials.

 

The application enables frontline employees to take action on resolving customer complaints from wherever they are. Also, they can instantly update enterprise systems with changes or notes on customer records.

 

Additionally, operational or line-of-business managers can graph the performance of a branch or business unit over time, review recent customer responses, share customers' responses with others in their company. Plus, managers can also view a real-time ranking of how their team's performance compares to those of others in the company.

 

Company officials said that the application also enables executives on the move to readily check in and get the pulse of company performance.

 

This year in April, Medallia launched Medallia Advanced Insights Suite, which arms market researchers, customer insights leaders, and business analysts with advanced tools for producing deeper insights based on real-time customer data.

community comments powered by Disqus