Case Study: Andersen Corporation achieves unified, real-time experience management and a 9.5 satisfaction score with Medallia

Using world-class integrations to connect Experience Management data

Andersen Corporation, a leading international window and door manufacturer with about 10,000 employees and more than 30 facilities, wanted to scale a world-class customer and employee experience across its businesses. Beginning with its Renewal by Andersen division, the company adopted the Medallia Experience Cloud to capture the Voice of the Customer and measure satisfaction (including NPS) at key touchpoints, and faced the challenge of connecting experience data across existing platforms like Salesforce and ServiceNow to drive real-time action.

Medallia implemented robust integrations—embedding Medallia experience data into Salesforce via a connector and integrating post-ticket feedback into ServiceNow ITSM—so sales, service and IT teams could access in-the-moment feedback for better coaching and decision-making. As a result, Andersen collected over 3,000 ServiceNow responses within five months and achieved an Overall Satisfaction with Agent score of 9.5, while expanding Experience Management programs across divisions and improving agent-level insights and workflows.

Andersen Corporation

Kelly Aronson

Chief Information Officer