Integration Roadmap

46-Week optimized delivery plan to integrate all channels with Medallia (April 1, 2026 - February 15, 2027)

Gap Assessment to Delivery Mapping
How each identified gap will be addressed in the delivery plan
ASSESSMENT GAP
No Unified Data Collection Framework
SOLUTION
Standardized metrics and data model
PHASE
Phase 1: Foundation
DELIVERABLE
Unified data model definition
ASSESSMENT GAP
Manual Data Processing & Analysis
SOLUTION
Automated API integrations
PHASE
Phase 2: Configuration
DELIVERABLE
Channel-Medallia integrations
ASSESSMENT GAP
No Direct Link to Medallia
SOLUTION
Real-time channel integrations
PHASE
Phase 2: Configuration
DELIVERABLE
API endpoints and data sync
ASSESSMENT GAP
Disconnection Between Satisfaction & Transaction Data
SOLUTION
Linked data model and correlation analysis
PHASE
Phase 1: Foundation
DELIVERABLE
Data model with transaction linking
ASSESSMENT GAP
Lack of Customer Journey Tracking
SOLUTION
Unified customer identity management
PHASE
Phase 1: Foundation
DELIVERABLE
Customer identity management strategy
ASSESSMENT GAP
Limited Real-Time Capability
SOLUTION
Real-time data sync and dashboards
PHASE
Phase 2: Configuration
DELIVERABLE
Real-time analytics setup
Project Timeline Overview
Key milestones and delivery phases
Active Delivery Period
26 Weeks
April 1 - September 5, 2026
Stabilization Period
26 Weeks
August 26, 2026 - February 15, 2027
Phase 1: Foundation
Weeks 1-8 (April 1 - May 24, 2026)
Planning

Channels Involved

All 7 Channels

Deliverables

  • ✓Integration architecture design
  • ✓API specifications for all channels
  • ✓Unified data model definition
  • ✓Customer identity management strategy
  • ✓Gap analysis validation

Key Activities

  • →Assess current state of each channel
  • →Define standardized metrics
  • →Design data flow architecture
  • →Plan integration sequence

Key Risks

  • ⚠Stakeholder alignment on metrics
  • ⚠API availability from channel vendors
  • ⚠Data privacy compliance requirements
Phase 2: Configuration
Weeks 7-14 (May 6 - June 27, 2026)
In Progress

Channels Involved

Website, Live Chat, Email, Call Center (Channels 1-4)

Deliverables

  • ✓Website-Medallia integration
  • ✓Live Chat-Medallia integration
  • ✓Email-Medallia integration
  • ✓Call Center-Medallia integration
  • ✓Data standardization rules

Key Activities

  • →Deploy Medallia SDKs on channels
  • →Configure API endpoints
  • →Implement data transformation
  • →Set up customer ID mapping

Key Risks

  • ⚠Integration complexity
  • ⚠Data quality issues
  • ⚠Performance impact on channels
Phase 2B: Configuration (Continued)
Weeks 13-18 (June 2 - July 15, 2026)
Planned

Channels Involved

Video Call, Mobile App, Sprinklr (Channels 5-7)

Deliverables

  • ✓Video Call-Medallia integration
  • ✓Mobile App-Medallia integration
  • ✓Sprinklr-Medallia integration
  • ✓Customer identity reconciliation
  • ✓Data migration planning

Key Activities

  • →Configure remaining channel integrations
  • →Implement sentiment analysis
  • →Set up real-time data sync
  • →Validate data flow

Key Risks

  • ⚠Mobile app analytics complexity
  • ⚠Sprinklr sentiment accuracy
  • ⚠Real-time sync performance
Phase 3: Preparation
Weeks 13-18 (June 2 - July 15, 2026)
Planned

Channels Involved

All 7 Channels

Deliverables

  • ✓Data migration strategy
  • ✓Historical data transfer
  • ✓Process documentation
  • ✓Testing environment setup
  • ✓User acceptance criteria

Key Activities

  • →Migrate historical satisfaction data
  • →Validate data integrity
  • →Document integration processes
  • →Prepare test scenarios

Key Risks

  • ⚠Historical data quality
  • ⚠Data volume and migration time
  • ⚠Testing environment stability
Phase 4: Testing
Weeks 17-21 (July 1 - July 29, 2026)
Planned

Channels Involved

All 7 Channels

Deliverables

  • ✓Integration test results
  • ✓Performance validation report
  • ✓UAT sign-off
  • ✓Defect resolution log
  • ✓Go-live readiness assessment

Key Activities

  • →Functional testing of all integrations
  • →Performance and load testing
  • →User acceptance testing
  • →Defect resolution

Key Risks

  • ⚠Integration defects
  • ⚠Performance issues under load
  • ⚠UAT delays
Phase 5: Training & Launch
Weeks 20-26 (July 22 - September 5, 2026)
Planned

Channels Involved

All 7 Channels

Deliverables

  • ✓User training materials
  • ✓Operations documentation
  • ✓Production deployment plan
  • ✓Support procedures
  • ✓Launch communication

Key Activities

  • →Train support teams
  • →Deploy to production
  • →Monitor system performance
  • →Provide on-site support

Key Risks

  • ⚠User adoption challenges
  • ⚠Production issues
  • ⚠Support team readiness
Phase 6: Stabilization
Weeks 21-46 (August 26, 2026 - February 15, 2027)
Planned

Channels Involved

All 7 Channels

Deliverables

  • ✓System performance reports
  • ✓Continuous improvement log
  • ✓Optimization recommendations
  • ✓Steady-state operations handover

Key Activities

  • →Monitor system performance
  • →Address production issues
  • →Optimize integrations
  • →Transition to steady-state

Key Risks

  • ⚠Unforeseen integration issues
  • ⚠Performance degradation
  • ⚠User adoption resistance
Success Criteria
All 28 RFP Deliverables
Completed by Week 26 (September 5, 2026)
All 7 Channels Integrated
Functioning and tested by Week 24 (August 25, 2026)
UAT Sign-off
Passed with stakeholder approval by Week 21 (July 29, 2026)
System Stable
≥99.5% uptime by Week 34 (November 2, 2026)