The Challenge: Consumption & Credit Balance Concerns
Medallia, the leading software company in the customer experience industry, faced a challenge supporting consumption models for their commercial business unit. They needed a solution to complement their existing technology stack of Salesforce Revenue Cloud and NetSuite Financials. Although Revenue Cloud solved the core use cases of SaaS subscription products, supporting usage models — specifically credit balance management — was proving to be challenging. Customizing Salesforce would add costs, increase maintenance costs, and limit Medallia's ability to rapidly bring additional business units and pricing models onto the platform.
The Solution: Seamless Usage Rating & Credit Balance Management
Continuous collaborated with the Medallia team to implement usage rating and credit balance management with seamless integration to the Medallia product portal, enabling omni-channel customer experiences. Since going live in November 2022, the partnership has grown with the migration of additional business units and the implementation of new usage automation and amendment capabilities onto the platform.
"The Continuous product connects seamlessly into our Salesforce Revenue Cloud solution and makes it easy for customers to manage their credit balance while also providing real-time usage and purchase visibility to our sales and finance teams." — Deepa Hiriyanna, Director, Enterprise Operations at Medallia
Results & Impact: Improved UX, Scalable Growth
As a result of this successful partnership, Medallia solved its challenge and achieved its goal of supporting consumption models on the Salesforce platform. Medallia customers can now purchase and manage credits and have those credits applied to both software and services. The joint Salesforce and Continuous solution is designed to support the future growth of any monetization model across all sales channels, including assisted sales and self-service.
"The Continuous team is a strategic partner and their customer service is excellent. Their unsurpassed experience in consumption models combined with a product that works directly with Salesforce enabled a rapid go live and allowed us to deliver customer innovation on time and on budget." — Kofi Frimpong, Vice President of Enterprise Solutions at Medallia
With Continuous, Medallia successfully transformed its approach to supporting consumption models — enhancing customer flexibility, streamlining credit balance management, and ensuring seamless integration with Salesforce Revenue Cloud. This collaboration has not only optimized Medallia's operations but also positioned the company for scalable growth across new business units and monetization models.