Driven Brands, Medallia Partnership Aims to Improve Customer Feedback
June 23, 2017—Medallia Inc. has partnered with Driven Brands to capture customer feedback and provide cohesive insights tailored to each brand and franchise location, including Meineke and Take 5 Oil Change.
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 connect varied information about each customer interaction from all brands and channels, allowing Driven Brands to have a 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," the company said.
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.