Sandvik Coromant has announced a partnership with Medallia, the global leader in software as a service Customer Experience Management (CEM) solutions, to power new initiatives in managing its customer relationships in the U.S. In an effort to become a more customer-centric company, Sandvik Coromant decided to implement a CEM program as a part of its new process. With Medallia’s Key Account Experience solution, Sandvik Coromant deployed a Net Promoter Score (NPS) client relational survey. In addition, Sandvik Coromant incorporated invitation management into the program to make sure every voice in the key account is heard at the right intervals through the appropriate channels. The program also included an alert management system, so that appropriate managers know immediately when a customer provides a particularly high or low score.
“Our relationships with our key accounts are extremely valuable to us, and we want to do everything we can to maintain strong and healthy relationships with them in the long term,” said John Jacobsen, director of education at Sandvik Coromant U.S. “Medallia provides us with timely and strategic information that helps us continually improve our relationships with these key accounts. Medallia’s solution is designed to work in a B2B environment, and it’s remarkably easy to use. That simplicity helps us drive user engagement in the company.”
“Sandvik Coromant is an innovator in managing its B2B customer relationships,” said Amy Pressman, president and cofounder of Medallia. “They understand the importance of hearing from every customer and constantly monitoring relationship health, and know reducing churn is the best path to happier customers and an improved bottom line.”
Sandvik Coromant is a world-leading supplier of cutting tools and tooling systems for the metalworking industry and is represented in 130 countries. Twenty five state of the art Productivity Centers located around the world provide customers and staff with continuous training in tooling solutions and methods to increase productivity. Sandvik Coromant is part of the tooling business area of the Sandvik Group. Learn more at www.sandvik.coromant.com/us.
Medallia, the global leader in SaaS customer experience and enterprise feedback management, provides solutions to Global 2000 companies. More than 50,000 businesses and business units around the world use the Medallia system to track customer satisfaction. Medallia’s solutions enable companies to gather, monitor, and act on feedback from customers, partners, and employees. Customers include global financial services, retail, high-tech, business-to-business, and hotel companies. The company is headquartered in Silicon Valley. For more information visit www.medallia.com.
