Case Study: CommScope achieves 70% faster alert resolution and 32% more users finding what they need with Medallia

CommScope is fueling digital transformation through engagement, collaboration, and optimization

CommScope, a global telecommunications leader, faced the challenge of serving diverse customers across three legacy websites after acquiring ARRIS and Ruckus. To consolidate feedback and improve digital experiences, CommScope selected Medallia in 2018—including Medallia Digital as part of its enterprise solution for Sales, Customer Service, Support Relationships, and its digital program for CommScope.com—to benchmark sentiment and guide a 3-to-1 website redesign.

Using Medallia Digital (with partner LRW) alongside Google Analytics and Crazy Egg, CommScope implemented site-intercept links, time-delay popups, and contact-center–triggered alerts with an automated triage/resolution workflow. Medallia helped the team handle 600+ alerts in the first two weeks (98% resolved or redirected within 48 hours), cut alert close time by 70%, reduce monthly product-catalog issues by 47%, increase users finding what they need via site search by 32%, lift the Digital Experience Score 5% and Find What You Need positivity 14%, and save about 5 hours per week managing responses.

CommScope

Anne Rogers

Vice President, Digital and Operations