Member Article

Lowell leverages Medallia to better understand and support customers in challenging economic climate

New solution enables Lowell to build customer-centric culture focused on helping customers regain control of their debt

Medallia, the global leader in customer and employee experience, today announced an expansion of its relationship with Lowell, one of the largest debt collection agencies in the UK, as the company continues its focus on building a customer-centric culture. The introduction of Medallia Experience Cloud will enable Lowell to capture feedback across its website, app and contact centre, allowing the company to better understand and support its 9.5 million customers.

Lowell has been a Medallia customer over the last four years, using Medallia Digital Experience Analytics to monitor online behaviour to understand and continuously improve customers’ web journeys. The introduction of Medallia Experience Cloud, which replaces an incumbent feedback solution, is enabling Lowell’s employees – from contact centre agents to executives – to quickly and easily identify actionable insights, all within a fully scalable solution.

“In this challenging economic environment, we feel a strong responsibility to innovate and help our customers better manage their debt. Our work with Medallia will enable us to get closer to our customers as we look to provide an improved service and an increased number of repayment options,” said Lisa Hulme-Vickerstaff, Head of Customer Research & Insight at Lowell. “Lowell has a relationship with one in five adults within the UK, and as such, we want to provide a positive experience and offer meaningful support that helps our customers regain control of their debt.”

By expanding its partnership with Medallia, Lowell will be able to have a deep understanding of its customers’ journeys as they use different channels to interact, breaking silos and having a true customer-centric view of their experiences. This, added to Medallia Experience Cloud’s advanced analytics to identify and prioritise the most pressing challenges customers are facing, and the real-time reporting, will ensure Lowell’s teams are focusing on delivering meaningful change within the organisation.

“Lowell is an organisation that is committed to enacting positive change for the benefit of its customers,” said Eduardo Crespo, Senior Vice President and GM, UK&I, Middle East at Medallia. “We are delighted to expand our partnership with Lowell and provide the leading-edge technology that will help its teams and employees to identify at-risk customers, prioritise meaningful action and drive revenue-impacting business decisions. We look forward to enabling Lowell to positively impact the lives of thousands of households across the UK and improve customers’ financial stability and health over time.”

This was posted in Bdaily's Members' News section by P Adams .