SANTALUCÍA transforms customer experience with an omnichannel feedback system that delivers real results
SANTALUCÍA transforms customer experience with an omnichannel feedback system that delivers real results
3 PagesSANTALUCÍA transformed its insurance customer experience with Medallia's omnichannel feedback system, unifying Voice of the Customer across phone, digital, social, and reviews for a single real-time interaction view. The platform captured fragmented signals into actionable insights, enabling teams to resolve 71% of cases with value-based arguments, recover 25% of canceled policies, and manage 40,000+ alerts at 62% resolution rate. By streamlining follow-ups and decision-making, Medallia shifted from reactive to predictive CX, driving clarity, speed, and measurable retention gains across the customer journey.
