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New Mobile Customer Experience Management Application for iPhone and iPad Users

Application turns iPhone and iPad devices into real-time customer intelligence and service recovery machines

MENLO PARK, Calif., June 9, 2010 — Medallia, the global leader in SaaS Customer Experience Management (CEM) solutions, today announced its second-generation mobile CEM application. The application enables Medallia customers to access all the benefits of Medallia—rich reporting capabilities, real-time customer experience monitoring, and tools to save at-risk customers—wherever they are, without compromising the user experience.

Mobile devices are becoming pervasive across large enterprises. “Demand Insights: Enterprise Mobility 2009,” a report from Forrester Research, Inc. published in July 2009, said that, “In nearly one-third of firms, over 50% of all employees use a mobile phone for work.”

The number of mobile web users will more than double from 450 million in 2009 to more than a billion by the end of 2013, according to IDC. Analysts predict that more users will likely connect to the Internet via mobile devices than desktop PCs within five years.

“Mobile computing offers a true revolution in customer experience,” said Borge Hald, CEO and co-founder of Medallia. “We like our customers to take CEM with them wherever they go. By delivering mobile access to iPhone and iPad users, we are accelerating adoption of CEM and by extension the mobile enterprise, connecting employees even more closely to customers.”

Until recently, enterprises that deployed CEM relied on traditional computing devices to access data. Even though Medallia made real-time data available, access to it was not ubiquitous. Medallia’s iPhone application, released last fall, provided an easy-to-understand scoreboard of key customer experience results and recent responses.
Inspired by requests from Medallia customers who found the mobile access invaluable, this second-generation application expands capabilities by providing fully integrated customer management and service recovery workflows. It offers business organizations yet another significant distinction between generic survey tools and Medallia’s custom enterprise CEM solution.

With the application, frontline employees can take action on resolving customer complaints from wherever they are, and can instantly update enterprise systems with changes or notes on customer records. Operational or line-of-business managers can graph the performance of a branch or business unit over time, review recent customer responses, share customers’ responses with others in their company, and view a real-time ranking of how their team’s performance compares to those of others in the company. The application also enables executives on the move to readily check in and get the pulse of company performance.

The application extends Medallia’s commitment to provide full CEM support to a wide range of mobile devices in the enterprise. It is “available now”: and has already been deployed by Medallia customers.

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