Brightstar partnered with Medallia to transform its global customer claim experience, handling over 60,000 claims monthly. Within just 60 days of launch, they achieved a 25% drop in calls per claim, a 10% rise in digital submissions, and a 25-point increase in NPS. Using Medallia’s Text Analytics and Digital solutions, Brightstar identified issues such as long document reviews and retrained teams to manage expectations. Automation and proactive communication helped shorten claim resolution by a day. Medallia Promote also improved Google reviews, while shorter surveys and multilingual feedback doubled response rates and empowered over 500 employees.

Join for free to read