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CUSTOMER STORYMedallia streamlinesonboarding with MindtickleHeadquarters: San Francisco, CaliforniaFounded: 2001Company Size: 1,500Industry: Customer and EmployeeExperience Management
The automation behind the process, theease with which we can build and assignengaging and attractive courses, and allthe support from the Mindtickle team I’m not sure what else we could askfor from a sales readiness platform.Sheryl HughesDirector, Enablement Operations,Medallia
THE CHALLENGETHE SOLUTIONIn summer 2020, Medallia wasready for a new LMS. Its currenttool was on its way out, andMedallia was ready for a newsolution to better support andstreamline its sales onboardingprocess. “Speed to revenue is animportant metric, and we knewthat we needed a more robustonboarding process to helpour new hires be successful,”said Sheryl Hughes, Director,Enablement Operations atMedallia. “Up to this point, theformal onboarding curriculum wedeveloped leveraging interactivecourse development tools onlyfilled a one-week program. Muchof our training still involvedrepresentatives from differentdepartments sharing presentations.That just doesn’t scale.”During its vendor assessment,Mindtickle remained a frontrunner,according to Hughes, as it offereda lot more functionality than theother tools they were considering.“We were also intrigued byMindtickle’s coaching and Missions,as well as its use of automationand AI,” she said. “We signed thecontract in August and were upand running in September.”Mindtickle Customer Story: MedalliaMedallia worked closely withMindtickle support to uploadits core program and create theframework, hierarchy, coursenaming conventions, and datamap for its Workday import. Thecompany also worked hard tocreate new courses compiled fromthe aforementioned presentations.This upfront work ensured theentire project’s success.KEY RESULTS68%onboarding completion rateamong new hires since launch20xincrease in the number ofonboarding modules publishedIncrease in the number ofsellers that meet their quotasDecreased ramp times54%activities completion rate,indicating sellers are usingMindtickle consistentlyto practice 2021 Mindtickle Inc. 3
Medallia’s onboarding overhaul a successWith Mindtickle deployed, Medallia began to see someencouraging results in its onboarding overhaul. Forexample, since September 2020, Medallia has realizeda 68% completion rate for all curriculum assignedamong its 400 new hires invited. Part of this successcan be attributed to all the prework the enablementteam did, as well as the Workday integration.“Using profile management tools in Workday, we wereable to preassign learning content to each new hire,”said Hughes. “So, from day one, a new hire was alreadyassigned the Mindtickle modules that applied to their roleand skills level. It saved the team a lot of manual workand kept new hires moving forward in their learning,week to week.”Mindtickle was a hit right away — and not just among thesales team. Medallia’s professional services, customersuccess, and marketing teams all benefited from thesame content.Mindtickle Customer Story: MedalliaI was pleasantlysurprisedto findI was pleasantlysurprisedto find outthatoutthatdo evenmoreMindtickle coulddoMindtickleeven morecouldthan wethoughtit could.than we thought it could.Richie KhandelwalSheryl HughesPresident and Co-Founder,PriceLabsDirector, Enablement Operations, Medallia 2021 Mindtickle Inc. 4
Using the platformto its fullestIt became clear early on that Mindticklewould benefit Medallia in other ways. From anadministrative standpoint, Mindtickle made iteasy to set up courses. “Before Mindtickle, it tookus a long time to build a single course,” Hughessaid. “Now, it takes literally a couple of hours.”Mindtickle’s automated hierarchy and autodeprovisioning features were other gamechangers, as org charts can be difficult tomanage in a large company with frequentpromotions, new hires, and exits. Hughes cansee who’s active, who hasn’t enrolled yet, andwho’s been deactivated.On the user side, Mindtickle has made it easierand more engaging for sellers to learn withbite-sized information modules that are moreeasily digestible. “We also liked the ability forsellers to automatically assign their managers toreview their Missions,” said Hughes. “That kind ofautomation has enabled our sellers to reach theirskills goals more quickly.”Mindtickle Customer Story: MedalliaMEDALLIA SNAPSHOT Market-leading SaaS experience managementplatform Proprietary AI technology provides actionablecustomer experience insights Supports over 1,000 leading global brands 761 published onboarding modules across 110 series 2021 Mindtickle Inc. 5
Sales readiness — not just for new hiresSeasoned reps have found Mindtickle to be helpful as well, especially when Medalliaswitched from Salesforce to Salesforce Lightning. As soon as the switch was made,there was a course ready to go and reps at all levels clamoring to access it in Mindtickle.Medallia’s sales managers, too, have given Mindtickle rave reviews. “Finding time tocoach is tough, yet so important for sellers’ growth,” said Hughes. “With Mindtickle,managers or other team members can review submitted Missions in their own time,rather than making a rep recite a pitch in person and providing feedback on the spot.”Integrations have been key to Mindtickle’s success. For example, in addition to aSalesforce integration, Mindtickle is “iFramed” into Highspot. So, when a learner is usingHighspot, they don’t have to leave it to access a Mindtickle course. This helps streamlineworkflows to make users more efficient and allows for cross-analytics.The automation behind the process, the ease with which we could build andassign engaging and attractive courses, and all the support from the Mindtickleteam I’m not sure what else we could ask for from a sales readiness platform.Sheryl Hughes, Director, Enablement Operations, MedalliaInterested in learning more about how Mindticklegets sellers ready for the moments that matter?Mindtickle Customer Story: MedalliaGet Started 2021 Mindtickle Inc. 6
Mindtickle Customer Story: Medallia 2021 Mindtickle Inc. 4 With Mindtickle deployed, Medallia began to see some encouraging results in its onboarding overhaul. For example, since September 2020, Medallia has realized a 68% completion rate for all curriculum assigned among its 400 new hires invited. Part of this success
