Case Study: Heartland Payment Systems achieves 50% increase in merchant retention with Medallia

How Medallia Empowers Heartland to Increase Merchant Retention

Heartland Payment Systems, a division of Global Payments that processes 11 million transactions per day and $80 billion annually, needed to strengthen merchant relationships and become more customer-centric. To improve the customer experience and boost merchant retention, Heartland selected Medallia in September 2014 and began using Medallia’s customer-driven technology, including post-interaction surveys, to capture merchant feedback.

Medallia’s platform gave Heartland visibility into operations and actionable insights to refine onboarding and service processes, driving operational changes across the business. With Medallia’s solution, Heartland achieved nearly a 50% improvement in merchant retention, expanded the program company-wide, and realized positive revenue growth.

Heartland Payment Systems

Kent Cissell

SVP Sales Ops