Case Study: Plenitude improves customer experience and reduces complaints with Medallia

How Plenitude is Innovating Customer Experience with Medallia

Plenitude is undergoing a major cultural and technological transformation as it shifts from a traditional utility to an integrated energy solutions provider. To support this change, Plenitude partnered with Medallia to build a structured and accountable Voice of the Customer program and improve customer experience using feedback management, AI, and text analytics.

Medallia helped Plenitude implement a feedback system that combines customer data, agile methods, and operational dashboards to guide faster decision-making and proactive action. The results were strong: alerts generated increased by 70%, complaints fell by 60%, repeat calls dropped by 20%, and NPS tripled between 2019 and 2023.

Plenitude

Carlo Onado

Stream Value CX Manager