Case Study: RingCentral achieves customer retention at scale with Medallia

Using Innovation to Drive Customer Retention at Scale

RingCentral, a leading cloud communications provider with roughly $2B in revenue and 300K+ users, faced a retention challenge: strong new-customer growth but a need to retain and expand recurring SaaS accounts by understanding the customer journey. To capture and act on the voice of the customer at scale, RingCentral selected Medallia’s Customer Experience Management (CEM) solution.

Medallia implemented a multi-channel VoC program with four targeted surveys, real-time closed-loop alerts, Salesforce integration, and role-specific insight distribution so support, sales, product, and marketing teams could act within minutes. The Medallia-powered program delivered measurable impact: a 100% closed-loop response rate, a significant NPS increase for medium and large clients, over 66,500 survey responses processed annually, reduced top customer pain points, and product innovations (such as the Google for Work integration) driven by customer feedback.

RingCentral

Noomi Codon

Senior Manager