Case Study: Brightstar achieves a 25-point NPS lift and 25% fewer calls per claim with Medallia

Improving the customer claim experience by acting on feedback

Brightstar, a global leader in end-to-end device lifecycle management with over 500 agents handling more than 60,000 claims monthly, needed a best‑in‑class feedback program to reduce friction in the claims journey, steer customers to digital channels, and surface root causes quickly. To capture multichannel signals, apply AI-driven analysis, and automate follow-up workflows, Brightstar selected Medallia and implemented Medallia solutions including Text Analytics, Medallia Digital, and Medallia Promote.

Medallia launched the program in 60 days and helped Brightstar shorten surveys, embed invitations to boost response rates, and use text analytics to identify and fix process bottlenecks (for example, automating document review). Those changes drove measurable impact: a 25% reduction in calls per claim, a 10% increase in digital claims, response rates more than doubled, Google scores improved by over two stars, and Net Promoter Score rose by 25 points.

Brightstar

Brian Powers

Chief Experience Officer