Case Study: Sunrise Communications saves millions and boosts NPS with Medallia

Saving Millions by Shining Light on Customers with CEM

Sunrise Communications, Switzerland’s second-largest telecom, faced rising churn and public dissatisfaction because it lacked an operationalized customer experience program across retail, call center, and B2B channels. After piloting three CEM solutions, Sunrise selected Medallia—choosing Medallia’s Experience Management/CEM platform for its ease of use, integration capabilities, and suitability for frontline employees—to get a complete, outside-in view of its customers and move from reactive complaint handling to proactive experience management.

Medallia deployed a unified, multi-channel program with daily SMS/email surveys, closed‑loop workflows, and real-time analytics delivered from the frontline to the C‑suite. As a result, Sunrise saw Retail NPS rise by 21 points, share of promoters increase by 9% with churn falling significantly, call center NPS up 22 points and “Welcome” NPS up over 30 points, and call volumes drop 20%—translating to millions in savings—demonstrating Medallia’s measurable impact.

Sunrise Communications

Timm Degenhardt

Chief Marketing Officer