Case Study: Rent-A-Center achieves omnichannel customer insights and faster action with Medallia Experience Cloud

Comprehensive, omnichannel platform enables quick action in a growth strategy

Rent-A-Center, a US rent-to-own leader with 2,400 stores and 22,000 employees, sought to renew growth by improving its customer value proposition—through menu-based pricing, shorter terms, expanded product tiers, better-trained staff, tailored store footprints, and expanded digital options. To support this comprehensive customer-experience strategy, Rent‑A‑Center selected Medallia as its customer experience vendor.

Medallia implemented Medallia Experience Cloud (including Medallia for Digital, the mobile app, and text analytics) to provide a true omnichannel view across all stores and digital channels. The platform translates English and Spanish comments into insights in seconds, closes the loop with built-in workflows, identifies coaching opportunities, runs A/B tests in stores, and pushes real‑time alerts to coworkers—capabilities Medallia delivers across Rent‑A‑Center’s 2,400 stores and all digital channels to enable faster action in support of the company’s growth strategy.

Rent-A-Center

Joel Mussat

Chief Operating Officer