Medallia Xchange

ServiceNow ITSM Connector

By: Medallia, Inc.

Resolve cases efficiently; Improve IT service

Business Impact

Improve operational performance of IT service delivery, improve employee engagement, and drive strategic alignment of IT with the business.
Identify self-service opportunities that reduce the cost to serve and increase employee productivity.

Overview

Medallia for ServiceNow ITSM enables organizations to transform the IT experience by driving visibility, intelligence, and action to optimize the performance of your IT organization and the systems they provide. By capturing feedback via email-to-web, slack, video, audio, or text after incident closure, organizations gain a clearer picture of how their employees are doing in-the-moment. With Medallia’s real-time feedback capture and AI-powered text-analytics, IT and service teams can accelerate support issue identification, reduce recurring case volume, and increase employee satisfaction. Medallia for ITSM enables organizations to drive operational excellence and maximize the value of strategic investments by continuously evaluating the performance and quality of IT service delivery, software systems, hardware infrastructure, and the vendors that provide and support them.

APP TYPE: Connector

SUITE: Contact CenterDigitalEmployee ExperienceProduct

INDUSTRY: All Industries

LANGUAGES: Custom Translations AvailableEnglishFrenchGermanItalianJapanesePortugueseSpanish

WHAT'S INCLUDED:

A managed solution that seamlessly integrates with ServiceNow ITSM.
Trigger feedback (email-to-web, SMS, video, or other) directly after a service incident.
Sync experience data back into ServiceNow to ensure users can work from their system of engagement.
Re-open objects in ServiceNow that are not considered resolved.

Medallia, Inc.

About This Provider

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. Learn more about our values.

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