LRW and Medallia Partner, CX Research
Driven Brands Selects Medallia to Drive Customer Success in Automotive Industry
Medallia Experience Cloud<sup™ to bring customer feedback to family of franchise businesses including Maaco, Meineke, CARSTAR and Take 5 Oil Change
PALO ALTO, Calif., June 20, 2017 / PRNewswire / — Medallia, Inc. (www.medallia.com) has partnered with Driven Brands, the leading automotive repair and services business, to capture customer feedback and provide cohesive insights tailored to each brand and franchise location. Driven Brands, headquartered in Charlotte, North Carolina, owns a portfolio of top automotive retail brands, including Maaco, Meineke, Take 5 Oil Change, CARSTAR and 1 800 Radiator, and operates more than 2,500 locations. Medallia and Driven Brands partnered with LRWCX, Lieberman Research Worldwide’s Customer Experience division, to integrate with CRM and operational data across the organization in order to understand feedback from millions of customers.
Medallia Experience Cloud will easily connect varied information about each customer interaction from all brands and channels, allowing Driven Brands to have a cohesive view into customer experience in a single place. For example, post-visit survey data will be combined with marketing, loyalty and point-of-sale data so that the feedback is relevant, contextual and actionable for marketing and operations.
“We chose Medallia for its ability to combine what we already know about the customer with what we can learn about the customer from surveys, online reviews and a few other sources,” said Artemio Garza, Chief Brand Officer, Driven Brands. “We intend to use these insights as part of our core marketing strategy to provide value to our customers while also empowering our franchisees at the front lines to make customer-centric improvements and grow their business.”
Medallia will also provide access to important customer insights specific to each brand location that will enable the company to add value to its franchisees. This implementation empowers Driven Brands and its franchisee partners to continue to provide an exceptionally high quality repair and service experience for its customers.
“Driven Brands is focused on understanding and acting on the changing needs of customers in a world where the most customer-obsessed companies win,” said Borge Hald, Co-Founder and CEO, Medallia. “By relying on Medallia Experience Cloud, Driven Brands can continue providing an excellent customer experience across its many brands and franchise locations. We’re honored to have been selected as a trusted partner.”
Driven Brands will also leverage Medallia for DrivenFleet, which provides comprehensive automotive repair and maintenance services for national, regional and local fleet operators. By removing the feedback silos between brands, Medallia will equip Driven Brands to better serve its DrivenFleet customers by identifying experience improvements across many touchpoints.
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia has offices in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Learn more at Medallia.com.
About Driven Brands
Driven Brands, headquartered in Charlotte, NC, is the parent company of North America’s leading automotive aftermarket brands across four distinct verticals: Repair & Maintenance, housing Meineke Car Care Centers®; Paint & Collision, housing Maaco® and CARSTAR North America®; Distribution, housing 1-800-Radiator & A/C®; and Quick Lube, housing Take 5 Oil Change. Driven Brands has more than 2,500 centers across North America, and combined, all businesses generate more than $2.3 billion in system sales. For more information, visit DrivenBrands.com.
© 2017 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia. All other trademarks are the property of their respective owners.
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