SGI, a long-standing Canadian insurance company, used Medallia’s Contact Center Suite to improve customer experience and agent performance by capturing real-time feedback from over 980,000 customers. The platform enabled broader data sharing, giving 700+ agents and leadership access to insights that drove a 5% rise in call center satisfaction and tripled survey response rates. SGI implemented feedback-informed changes such as earlier call-back prompts, remote work policies, and Google Reviews, which boosted ratings from 2.1 to 3.6. Real-time dashboards, coaching, and cross-functional collaboration helped close feedback loops within 24 hours.

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