Medallia Strikedeck - Customer Service Success

Company: Medallia Strikedeck
Company Description: Medallia Strikedeck is the leading Customer Success solution, enabling businesses to reduce churn, drive customer trust and loyalty, and maximize revenue through innovative automation and integrationve technologies.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Technology Industries

Nomination Title: Medallia Strikedeck: Customer Service Success - Technology Industries

Medallia Strikedeck is a secure, SaaS-based platform that helps companies build and operate effective, efficient, and scalable Customer Success programs. It is a powerful and comprehensive Customer Success solution businesses use to measure, manage, and monetize the customer experience they deliver.

In 2019, Strikedeck was acquired by Medallia, the leader in Experience Management, enabling us to deliver Customer Success within the broader Customer Experience umbrella, deepening the impact or “success” of customer success. As part of the Medallia platform, Strikedeck enables companies to act on the insights contained in the signals generated by the customer across all channels, and more effectively produce value and improve and monetize the customer experience.

Q3 Subscription Revenue of $96.9 Million, Up 22% Year-over-Year
Q3 Total Revenue of $121.0 Million, Up 17% Year-over-Year
Fiscal Year 2020 Subscription Revenue of $312.2 Million, up 26% Year-over-Year
Fiscal Year 2020 Total Revenue of $402.5 Million, up 28% Year-over-Year

Outline the organizations customer service achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

The innovations in our Customer Service Success capabilities include:

Strikedeck Blitz: The world's first self-service customer success solution featuring Strikedeck's powerful CS engine with a simplified and intuitive UX.
Strikedeck Fast: The world's first agile implementation methodology designed specifically for customer success solutions that delivers rapid implementations in as little as 6-8 weeks.
Strikedeck Polyglot Data Model: Customer data and the signals generated by customers are a classic Big Data problem - Volume, Velocity, Variety and Veracity. Our proprietary Polyglot Data Model technology allows us to ingest any data from anywhere and retrieve it at scale. And with minimal IT involvement at that.
Single System of Execution: This allows CSMs to do everything from within the platform
Best-in-class Automation Engine: This innovation (a combination of powerful playbooks and workflow recipes) enhances the overall responsiveness and productivity of the team, leading to quicker response times and ultimately higher renewal and satisfaction rates
New and Improved UI: We’ve rolled out a sleeker, more minimalist and intuitive UI that enables users to better illustrate complex data. This allows for greater customer serviceability and value delivery
Greater Collaboration and Cross-functional Sync: We’ve added rich notes that enable CSMs to capture any data in near-real time

Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):

Medallia Strikedeck is the industry’s first 100% self-service CS solution and is optimized for rapid implementations to enable any company to easily start a customer success practice, even with minimal resources. Our time-to-first-value is as little as 1 day. Strikedeck features preconfigured dashboards and “playbook” templates for common CS processes, and bi-directional connectors to get data from every system that holds customer data.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Our customers love us - Here’s why:

“I talked to a (different vendor) about our decision-making process. I shared that one of our key criteria was time to value; they seemed surprised to hear that Strikedeck was able to stand up in under a week. Clearly, speed is a key differentiator in our favor!" Jezz Holand, SVP Customer Success, Enverus

“The implementation is much easier than Gainsight because you have pre-made tiles to choose from. With Gainsight every part of the dashboard that we tried to create required custom work, which relied on an individual that most likely had hundreds of customers he had to support so the turnaround time was weeks if not months. One example was we wanted health charts to show red, yellow, and green bars. That took over a month to add.

Additionally, the support is incredible. On each call, we have multiple individuals in different roles available to support us and they are driving us vs us having to drive them.” Head of Global Success & Support, Global Leader in Mobile Capture and Digital Identity Verification Solutions

“Strikedeck is great for us because it is flexible enough to allow us to build out the playbooks, charts, leaderboards, etc. to our heart’s content - We have had some of the lowest quarters of churn in years!” Rona Yang, Customer Success Operations, Dynamic Yield