Evolving the Customer Experience at Wallbox with Medallia

In a world increasingly committed to sustainability, companies like Wallbox are leading the way towards a future of smart electric mobility. This sector has experienced exponential growth in recent years, with a growing number of consumers opting for electric mobility solutions.

One of the keys to success in an expanding market is building a solid and sustainable relationship with customers, continuously improving products and adapting them to user needs. For this, actively listening to customer feedback becomes essential in this context.

Since its founding in Barcelona in 2015, Wallbox has demonstrated its ability to innovate and adapt to the demands in the global electric vehicle and energy management market.

With the exponential increase in its customer base, Wallbox recognized the importance of focusing on customer experience to improve the quality of its products and its commercial and customer service. To this end, after identifying Medallia as the core tool for their CX strategy, they chose us as a partner to carry out the migration of their customer experience program and take it to the next level.

Challenges

We faced 3 main challenges in the implementation:

1. The extensive scope of Wallbox's Voice of the Customer program: Consisting of three surveys impacting Wallbox customers in over 136 countries and delivered in more than 11 languages.
2. A tight time to market: Always focusing on early value delivery, we sequenced the migration of the surveys and their data so that in less than 3 months we had already launched the first survey and completed the basic integration in Medallia.
3. Generating actionable reporting: Based on the needs of a constantly evolving and growing company: Always prioritizing the quality of reporting over the quantity of data processed, with a very high importance placed on NPS, a key metric for Wallbox.
   

Implementation

As Medallia Partners, our implementation team worked closely with Wallbox's Customer Experience and IT team to understand their internal processes and add value to their voice of the customer program through consulting actions and a thorough audit of their existing surveys, the KPIs analyzed, and the information analysis through reports, beyond the migration.

Medallia is a system that adapts very efficiently to the needs of an organization like Wallbox, which follows a continuous improvement strategy based on customer opinions about their products. As part of the migration, we implemented very key functionalities for this company, such as Text Analytics, which allows the analysis of unstructured data based on customer comments.

Results

Once the implementation was launched, the next step was to deploy it at Wallbox at different levels of the organization. We conducted several train the trainers sessions, empowering those responsible for Wallbox's customer experience department to train the different roles in the company in the daily use of the tool and the management of its main functionalities.

The result was almost immediate, as Wallbox provided us with very positive feedback on the high degree of customization achieved in the implementation as soon as they began using it in their daily operations.

They managed to improve the efficiency of their customer listening through a clear and actionable reporting system and an innovative text analysis system that allows them to make strategic decisions based on the best source of information they can have: their own customers.

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