Primrose Retirement Communities Invests in Data-Driven Solutions to Help Improve Resident and Employee Experience

Senior living leader with more than 30 locations in 17 states taps Medallia to better understand its complete community experience.

Medallia, Inc., the global leader in customer and employee experience and engagement, today announced that Primrose Retirement Communities selected Medallia as the resident and employee experience platform of choice. Medallia will help Primrose address the changing expectations from residents entering senior living, their families, and the demands of employees who care for them.

“Today’s senior living industry is undergoing transformational change. Seniors are healthier, more affluent and looking forward to a longer, more active life. They also have very high expectations about the level of experience they receive,” said Dylan Kessler, Director of Operations at Primrose Retirement Communities. “And with ongoing labor challenges, it’s even harder for communities to keep up with those rising expectations. With Medallia, we can gather feedback from every interaction we have with our residents and employees to help provide a more holistic experience.”

With Medallia’s ability to seamlessly integrate with other technology, Primrose can leverage a unified platform to capture continual feedback from residents, family members, and employees and combine that with data ingested from other systems. Using AI-driven insights, Primrose will be able to act quickly to improve the experience of their residents.

“We have a huge responsibility to our residents to provide the best place for them to live, a responsibility to their families to ensure they have peace of mind knowing their loved ones are cared for, and a responsibility to our employees to provide the best working environment,” Kessler added. “We can only do that if we're effectively understanding the experiences of our entire community. Medallia provides a solution to not only capture, but understand the data about the experiences our residents and staff are having every day. Armed with this data, we can make changes to ensure the best possible outcomes for everyone.”

Beyond software, the Medallia partnership includes a dedicated client services team responsible for strategic consulting to help Primrose adapt the program to meet its needs and drive business results. Clients have access to experts from similar industries like hospitality and healthcare, where Medalllia’s customer-centric approach to collecting, analyzing, and distributing feedback aligns with the experience senior care communities aim to deliver.

“As a leader in the senior care space, Primrose understands they can improve outcomes, differentiate themselves, and grow their business by delivering better resident and employee experiences,” said Toni Land, Head of Healthcare Experience, Medallia. “We’re proud to partner with them on this journey.”

For more information on Medallia solutions, please visit https://www.medallia.com/.

About Primrose Retirement Communities

Primrose Retirement Communities, LLC, headquartered in Aberdeen, South Dakota, provides high-quality independent living, assisted living, and memory care communities across the country which specialize in personalized services and resident-focused care. The mission of Primrose Retirement Communities is to create happy and healthy living environments for seniors. Since the opening of the first community in Aberdeen in 1991, Primrose now has more than 30 locations in 17 states.

About Medallia

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, is becoming the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.

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