Case Study: Sage Software achieves higher global NPS and empowers company-wide CX with Medallia

Using the Voice of the Customer as a Catalyst for Strategic Growth

Sage, a global provider of all‑in‑one accounting software serving small and medium businesses across 24 countries, struggled to deliver a consistent customer experience across multiple divisions, acquisitions and geographies. The company lacked a way to integrate CX improvements into core operations or a common language for taking action, so Sage partnered with Medallia and its SaaS Customer Experience Management platform (including tools like Impact Score and Text Analytics) to better capture and operationalize customer feedback.

Medallia centralized CX data into an organization‑wide repository and delivered real‑time insights from the frontline to the C‑suite, enabling Sage to identify high‑impact drivers and prioritize interventions. When tasked with raising global NPS by 10 points, Sage used Medallia’s Impact Score to pinpoint pricing, call‑center relations and product interface as priority areas and rolled out targeted initiatives across its markets; Medallia also gave leaders the ability to pull country- and product-level NPS and prescribe specific actions, driving measurable focus and a cultural shift toward empowered, action-oriented customer experience management.

Sage

Jim Pendergast

SVP, Global Customer Experience