SalesTech Star

Telekom Srbija Utilizes Medallia to Improve Digital Customer Journey

Largest internet, mobile telephony and IPTV provider in Serbia optimizes digital experience and transforms customer experience after implementing Medallia across six teams

Medallia, Inc., the global leader in customer and employee experience, announced Telekom Srbija, the leading internet, mobile and fixed telephony and multimedia services provider in Serbia, is now utilizing Medallia’s Digital Suite to improve their customer journey.

Telekom Srbija operates in Serbia, Bosnia and Herz., Montenegro, Northern Macedonia and Austria and provides services to over 11 million customers. With more customers looking to engage online, the company set out to select a unified platform that could bring together digital feedback and analytics to transform customer experience.

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“We knew Medallia would enable us to improve our customer experience by identifying ways to optimize the online journey and allowing us to address issues quickly, but we have been blown away by the power of the platform,” said Sinisa Arsic, Head of Intelligent Automation of Business Processes, Telekom Srbija. “There have been so many areas of our business improved across the organization as a direct result of the teams using Medallia, from the revenue impact opportunity solution to the digital marketing enhancements. Adoption of Medallia across our organization has helped us improve customer experience quickly and generate more revenue.”

Medallia is embedded across nine different properties, six web properties and three mobile applications, with plans to expand. Teams using the insights from these deployments to spot issues and make business improvements include:

  • Data, analytics and insights
  • Product and user experience
  • Omnichannel experience management
  • ICT digital solutions for business customers
  • Digital marketing

The digital marketing team in particular is leaning into these new customer insights powered by Medallia to inform future marketing campaigns. The rich depth of behavioral and feedback data is unlocking new opportunities for personalized marketing initiatives, giving Telekom Srbija a clear picture of how customers and prospects are interacting with their brand.

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“The digital transformation that Telekom Srbija has undergone using Medallia has strengthened the entire customer journey and experience,” said Ryszard Regucki AVP, Medallia. “We consistently see leading brands use customer data as their first point of analysis to fuel every kind of initiative — from marketing campaigns to digital self-service enablement. The relationship between Telekom Srbija and their customers will continue to improve and expand with the use of Medallia’s Digital Suite.”

Medallia’s Digital Suite provides the industry’s most comprehensive data set for understanding the customer experience and combines actionable user feedback metrics with complete behavioral data to help organizations understand and optimize digital experiences in real time.

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