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MEDALLIA IMPLEMENTS ONLINE GUEST RETENTION SYSTEM AT OMNI HOTELS
Using Technology to Make Guest Feedback Available Immediately
PALO ALTO (November 6, 2003) — Medallia, Inc., a leading supplier of online guest surveying and retention systems, announced today that it has completed implementation of its guest retention system at Omni Hotels. “With this implementation, Omni becomes the fourteenth major hotel brand using the Medallia system nationwide,” said Borge Hald, Chief Executive Officer of Medallia.
Using the Medallia solution, Omni surveys guests about their stay within days of checking out of an Omni Hotel. Representatives of Omni Hotels corporate and property management receive the results, along with benchmarking data on competitive hotels, through Medallia’s patented reporting system. Medallia developed the system specifically to allow large companies with multiple customer contact points to assimilate large amounts of customer feedback quickly and easily.
“Omni Hotels reviewed a number of different solutions and chose Medallia because of the ease of use, speed and flexibility of its system,” said Todd Scartozzi, Omni’s Senior Vice President of Operations. “Medallia offers a superior reporting solution that not only provides a wealth of information, but also helps us improve guest service and retention.”
Medallia’s closed loop alert system makes the improvements in guest retention possible, allowing hotel managers and corporate guest relations departments to easily track follow-up on guest issues. This not only improves the response time in handling guest issues, but also ensures that all customer contact points have the same up-to-the-minute information.