Case Study: Windstream Enterprise achieves consistent, real‑time customer experience and faster issue resolution with Medallia

Using Feedback to Deliver a Clear, Consistent Customer Promise

Windstream Enterprise, a large voice and data network provider serving many Fortune 500 clients, faced inconsistent and slow customer feedback processes after rapid growth through mergers. Disparate legacy survey systems, heavy manual upkeep, and no reliable closed‑loop process left frontline employees without timely customer insights and made it difficult to identify and act on recurring issues. To address this, Windstream Enterprise turned to Medallia and its Customer Experience Management (CEM) platform.

Medallia consolidated multi‑channel feedback (post‑call, network usage, installations, B2B surveys) into a single, real‑time system with native text analytics, giving 3,300 business users access to 2.7M surveys per year and thousands of employees immediate visibility into customer comments. Using Medallia, Windstream Enterprise resolved chronic communication and repair pain points, introduced targeted training and process changes, increased employee engagement with the customer experience, and improved billing, implementation, and service workflows.

Windstream Enterprise

Bill Mutschler

Manager of the Customer Experience Analytics