Case Study: Brooklinen achieves improved agent performance and higher customer satisfaction with Medallia Agent Connect

Brooklinen - Customer Case Study

Brooklinen, the direct‑to‑consumer bedding brand founded in 2012 to make luxury sheets affordable, scaled rapidly and moved part of its customer support to a Portland call center. The company faced the challenge of preserving its founders’ highly personal customer experience, onboarding and motivating remote agents, and maintaining consistent service quality and performance management across locations.

To solve this, Brooklinen’s leaders fly to Portland for hands‑on training, give new hires product samples, and rely on Stella Connect for rapid customer feedback used in micro‑coaching, recognition, leaderboards, and immediate service recovery. The combination drove high engagement and retention, response rates above 40% (most within an hour), clearer coaching actions, stronger agent ownership, and measurable, scalable improvements in customer experience.

Brooklinen

Caroline Nolan

Customer Experience Lead