GoCanvas vs. Medallia

I believe that GoCanvas is well suited for a company when they have one or two documents that need to be in the system. Also maybe a smaller company with 1-11 employees. For us, it has been somewhat of a challenge with 10-15 employees using it with sometimes 5 different documents and managing that. The customization of the documents is fabulous and we could sign contracts electronically which gave us an edge with our competition.

Incentivized

Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.

Incentivized

• App builder.
• Drag and drop features.
• Signature.

Incentivized

• It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
• As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
• It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.

Incentivized

• Some of their customization of the PDF Report builder is limited, but this is more than likely for simplicity sake. There have been some limitations based on their programming limitations, but we've been able to get around some of them.
• Tech support is not instantly available and can take up to a day to get back to you.

Incentivized

• Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
• Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.

Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.

Incentivized

Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs

Incentivized

I tried a couple of other options like Proforms and one other that I don't recall. Because I have moderate computer knowledge and we had the need for customization and flexibility, GoCanvas couldn't be beat. They also worked with us on flat pricing for a bulk rate of licenses which allows us to flexible as our number of inspectors fluctuates up and down, yet we pay a flat rate every year.

Incentivized

We are also using Salesforce.com for our customers/clients' records, usage, cases, and such. Like Medallia, we are using Salesforce.com to understand the different account usage based on the services we provide. With the data provided by Salesforce.com, we would understand where we are lacking, which parts we are strong in, and which part of the service needs improvement. All in all, both products are very helpful and, [conveniently,] both are integrated into one another.

Incentivized

• It's helped us saved at least 500 hours in productivity
• Nearly $20,000 in paper cost savings

Incentivized

• It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
• It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.

Incentivized