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UNDERSTANDING
YOUR NEEDS AND
DEVELOPING THE RIGHT
SOLUTION FOR YOU
THE MEDALLIA IMPLEMENTATION PROCESS
“People talk about it in their sales
brochures and stuff, but when
two companies actually partner
together the way we have with
Medallia—that’s rare.” 1
1 This and the other Medallia customer
quotes in this document are presented
anonymously due to our customers’ strict
corporate policies governing the use of
their names. We are happy to put you in
touch with the people and companies
represented; contact us for customer
references or more information.
STANDARD PROCESS
EXTRAORDINARY RESULTS
So you’ve made the decision to sign with
Medallia. What happens next?
Medallia follows a proven process in taking each
customer from contract signing to system launch.
Our methodology, like our solution, is based on
years of success helping leading companies
implement feedback programs that address their
specific business problems and deliver lasting
value.
Our process encompasses industry-standard
steps for enterprise software and software-as-
a-service implementations. What is not industry
standard is what makes our implementations
remarkable: the quality of service.
Throughout the implementation process, you will
benefit from every applicable best practice we’ve
identified or developed over years of working
with customer experience leaders in industry and
academia.
THE IMPLEMENTATION
AN OVERVIEW
The process starts with a kick-off meeting, after
which Medallia delivers a detailed timeline that
includes dates for deliverables, milestones,
and sign-offs. Generally speaking, a Medallia
implementation takes 8 to 16 weeks, depending
on program complexity.
The Medallia team is responsible for all aspects
of implementation, including, as relevant:
Discovery and solution architecture
Detailed customer requirements definition
for sampling, surveying, reporting, exporting,
and user access
System hosting, configuration, customization,
and testing
Historical data import
Translations
Deployment
End user training
Ongoing client service collaboration and
program reviews

“This was the most successful
IT implementation
we’ve ever had.”
MEDALLIA
STAFFS YOUR
PROJECT WITH AN
INTERDISCIPLINARY
TEAM THAT HAS
RELEVANT DOMAIN
EXPERTISE
A typical Medallia project
team includes:
VP-level Domain Expert,
familiar to you through his
or her role earlier in the
process
Solutions Manager,
charged with managing
the development and
implementation of the
technology solution
Client Services Manager,
responsible for the day-
to-day management of the
overall program
Client Services Analyst,
responsible for ongoing
research and analysis
THE THREE-
PHASE MEDALLIA
IMPLEMENTATION
PROCESS
1
PHASE I: DESIGN
CHARTING THE RIGHT COURSE
Some customers wish to implement their entire
program at once. Others, who seek to “walk
before they run,” begin with a limited initial roll-
out of our solution. In either case, we start with
your needs: not only the ones that brought you
to us in the first place, but also others that might
not yet have been identified.
Discovery: Our experts work with your team
to understand what you’re looking for, from
high-level vision down to the most specific and
detailed nuts and bolts, ranging across business
process, data collection, data weighting/
aggregation, specific metrics, report formats,
information distribution, and security. In the
process, you get the best-practices benefit of
our years of experience. Together, we capture
the unique requirements of the Medallia system
that are necessary for your customer experience
program to operate exactly the way you envision.
Specifications: We work with you to map your
processes and requirements to Medallia. We
develop detailed specifications that address the
needs identified during the discovery process,
which may include the following elements:
surveys, invitations, file feeds, historical data,
reporting, user group definitions and data
access permissions, push reports, exports, and
translations.
Throughout the process, we seek to add value
by going beyond the requirements you have
articulated and suggesting possibilities that we
feel are best practices. Some of our suggestions
that have become customer requirements
include:
Ability to weight survey responses, making
the data represent correct proportions of
customer segments, demographics, and the
like.
Ability to associate the same record with
multiple “touches,” as when different
employees from different company divisions
assist a single customer in a single transaction,
or when one customer has multiple service
episodes. This ability allows the survey to
count toward more than one employee or
business unit touchpoint.
Ability to produce custom-built reports, in
addition to the configurable reporting system.
A detailed Project Specification becomes the
blueprint for the best possible program.
Our team and yours then conduct a thorough
and iterative review of the detailed specification,
after which the client and Medallia jointly sign off
before the Design phase ends and the project
can move into Configuration.
2
PHASE II:
CONFIGURATION
BRINGING THE SYSTEM TO LIFE
After you’re satisfied that the specification covers
your requirements, it’s time to bring the system
to life in the context of your existing system and
processes.
Configuration is a multi-step process. The
Medallia team, working with your internal team to
ensure a smooth experience, will:
Host your system
Establish and test the file transfer process
Configure your system
Design the reporting system to reflect your
organizational structure
Set up your user groups and permissions,
including a Scorecard home page that can be
varied by user group and personalized to the
user

Establish Action Alert processes, including
response templates, enabling you to set
company-wide criteria for triggering alerts and
to track resolution on a case-by-case basis
Install our ActionPlanner module, which tellls
you how to get the most bang for the buck
by simulating improvement opportunities and
estimating how they would affect customer
loyalty
Test and QA the system
for user acceptance
to identify any gaps against the
specification
to validate data quality
to validate system integrity, reliability, and
performance
Testing verifies that the specifications are met.
This stage often leads to change requests, which
in turn may affect the project timeline and drive
additional iteration as appropriate. Configuration
is not complete until both you and Medallia have
signed off on the process. At that point, we move
forward to launch.
3
PHASE III: LAUNCH
TRAINING AND ROLLOUT
After the configuration phase, the next step is
launch, which incorporates all aspects of the
Rollout Plan:
Employee and customer communication
Training (train the trainer, web seminar, video
demo)
Admin training
User activation and launch—typically staged:
soft launch to a limited group of users
who assess live solution prior to making it
generally available
phased launches; for example, to one or
several regions or brands at a time (as
appropriate)
hard launch: to full target population
GO LIVE with:
survey invitations
surveys
reporting
Typically, we start with a “soft launch,” executing
a rollout to a select group of users who provide
feedback. After that’s successful, we move on
to a full launch. The launch process includes
end-user and management training by our team,
as well as a “train the trainer” step to help your
organization continue rollout internally. Training
can take place on your site or over the internet,
at your option, and can be customized.
+
POST-LAUNCH AND
BEYOND
After the system is live, Medallia continues to
support you and your program as an active
business partner.
As a first step, we perform an implementation
review to verify that we met expectations, and
to identify any opportunities for improvement or
new best practices that emerged in the course
of the implementation. This review also serves
as the starting point for generating ongoing
management projects.
Going forward, we help drive your effort through
customer support, standard technical support
programs, 24x7x365 system maintenance and
support (including upgrades), and continuing
best-practices knowledge sharing.
Our best sources for product feedback are our
customer-partners. Once you’re a live member
of the Medallia community, you’ll be part of an
ongoing discussion with us about our products,
as they exist today and as they develop in the
future.
We look forward to working with you!
“Everyone has been extraordinarily
pleased with the results of the
investment, from the CEO on down.”

1010 El Camino Real, Suite 340
Menlo Park, CA 94025
650-321-3000 PHONE
650-321-3156 FAX
www.medallia.com