Prueba

“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