Medallia
Service support contract
Provide creative and marketing support resources to the EMEA, APAC marketing teams
The brief
US-based Medallia is an employee experience management company who found themselves looking for creative and marketing support for their EMEA and APAC marketing teams. This collaboration was an ongoing project over the space of several months with an overall goal of boosting marketing for the company in the EMEA and APAC areas.
I was also tasked with monthly reporting for the company and budget and resource management. My handling of these tasks together enabled some of the greater successes of the project later down the line.
Challenges
The most significant logistical challenge was that of the different time zones between the EMEA and APAC marketing teams. Providing ongoing service to both those teams meant almost 24 hours per day of support, so to get around this, I recruited and managed a whole new team.
Some challenges around budget arose also, which meant I had to ensure that I created the right proposals to Medallia to cost the work that needed to be carried out. This led to the approval of a $120,000 contract which, of course, had a significant impact on the overall success of the project due to my increased ability to hire staff and outsource the work of the teams.
Results
My recruitment and management of a new team was a major success as it allowed for EMEA and APAC teams to free up their resources for other tasks and inspired motivation throughout.
On top of this and the large budget contract approval, the successes of the project included vastly improved publishing times for Medallia. This meant they were able to communicate more efficiently.
Throughout and after the project, the client informed me that the results surpassed their benchmark expectations as a result of good organisation, teamwork and technical excellence. The project also allowed for my company, By the Scruff, to grow its service provisions which meant that we were able to do more as a company moving forwards.