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Andersen Corporation

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Leading Organizational Transformation by Improving the Customer and Employee Experience

Andersen Corporation, a premier international window and door manufacturing enterprise with 10k employees at more than 30 manufacturing facilities, logistics centers and company-owned retail locations, wanted to create a world-class customer experience. To deliver on this objective, they licensed Medallia’s CXM software and engaged Material as their professional services partner.
  • Took a deep dive into Andersen’s organizational structure and business strategy
  • Designed, configured and implemented Medallia Experience Cloud to capture feedback across multiple B2B and B2C customer segments
  • Integrated Medallia with ServiceNow and Salesforce to enable wider access to customer insights
  • Crafted a comprehensive training program to highlight the stages of the customer journey, outline best practices for delivering outstanding customer experiences and underscore the need for empathy in fostering customer loyalty
  • Seamlessly integrated the training program into Andersen’s internal Learning Management System
  • Designed, built and implemented Medallia Voice of Employee surveys to capture feedback and improve the employee experience
  • Created a deployment strategy to ensure corporate employees, factory associates and contractors were able to participate
Andersen first engaged Material’s services with Medallia Experience Cloud and Voice of Employee surveys in its Renewal by Andersen subsidiary (a full-service window replacement division). Material’s implementation of the experience measurement programs and integrations was so successful in the subsidiary that our partnership was quickly expanded across the whole corporation. Material helped empower each division of the company to strengthen both its employee and customer experiences, enabling Andersen to successfully position itself as a brand that delivers elevated experiences instead of just a product-driven company.

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