Medallia streamlines onboarding with Mindtickle


Medallia streamlines onboarding with Mindtickle


About Medallia

  • Medallia is committed to helping organizations create a culture that values every person and every experience—a commitment shared by everyone at Medallia.
  • Medallia provides software-as-a-service , customer experience management and employee experience management software to hospitality, retail, financial services, high-tech, and business-to-business companies internationally.
  • Medallia Experience Cloud is a customer feedback management software platform that empowers every employee to improve the customer experience.

The Challenge

  • In summer 2020, Medallia was ready for a new LMS. Its current tool was on its way out, and Medallia was ready for a new solution to better support and streamline its sales onboarding process.
  • “Speed to revenue is an important metric, and we knew that we needed a more robust onboarding process to help our new hires be successful,” said Sheryl Hughes, Director, Enablement Operations at Medallia.
  • “Up to this point, the formal onboarding curriculum we developed leveraging interactive course development tools only filled a one-week program.
  • Much of our training still involved representatives from different departments sharing presentations. That just doesn’t scale.”

The Solution

  • During its vendor assessment, Mindtickle remained a frontrunner, according to Hughes, as it offered a lot more functionality than the other tools they were considering.
  • “We were also intrigued by Mindtickle’s coaching and Missions, as well as its use of automation and AI,” she said.
  • “We signed the contract in August and were up and running in September.”
  • Medallia worked closely with Mindtickle support to upload its core program and create the framework, hierarchy, course- naming conventions, and data map for its Workday import.
  • The company also worked hard to create new courses compiled from the aforementioned presentations. This upfront work ensured the entire project’s success.

The Impact

  • 68% onboarding completion rate among new hires since launch
  • 20x increase in the number of onboarding modules published
  • Increase in the number of sellers that meet their quotas
  • Decreased ramp times
  • 54% activities completion rate, indicating sellers are using Mindtickle consistently to practice

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