Case Study: Leading Utilities Company achieves streamlined customer experience and faster issue resolution with Medallia

How a leading utilities company powers an evolving organizational structure with customer feedback

Leading Utilities Company, a large regional utility, faced difficulty understanding and improving service across a complex, distributed organization. Their initial feedback platform couldn’t support multiple hierarchies or provide dynamic reporting at network, team, and individual levels, nor did it offer single sign-on (SSO) or automated alerts — limiting employees’ ability to act quickly on customer issues. A team member with prior experience recommended Medallia and its Experience Cloud to address these gaps.

The company implemented the Medallia platform to capture feedback across six key touchpoints (field technicians, call center reps, payment office, website, IVR, and billing), inviting customers to survey within 24 hours and making responses immediately accessible organization-wide. Medallia’s in-memory analytics and real-time alerts manage millions of interactions, deliver role-specific views, reduce the resources needed to run the program, and help staff spot and resolve billing or technical issues before they impact customers — streamlining service delivery and improving the overall customer experience.