List of SMG Platform Customers
Service Management Group
1737 Mcgee St,
Kansas City, 64108-1423, MO,
United States
Kansas City, 64108-1423, MO,
United States
1 816-448-4500
Professional Services
170
$20M
Since 2010, our global team of researchers has been studying SMG Platform customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased SMG Platform for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using SMG Platform for Customer Experience include: Casey’s, a United States based Retail organisation with 36800 employees and revenues of $15.94 billion, Heinen's Grocery Store, a United States based Retail organisation with 4000 employees and revenues of $1.50 billion, LIDL US, a United States based Retail organisation with 5500 employees and revenues of $1.20 billion, la Madeleine, a United States based Leisure and Hospitality organisation with 1200 employees and revenues of $130.0 million and many others.
Contact us if you need a completed and verified list of companies using SMG Platform, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The SMG Platform customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Casey’s | Retail | 36800 | $15.9B | United States | SMG (Service Management Group) | SMG Platform | Customer Experience | 2019 | n/a |
In 2019 Casey's implemented the SMG Platform to establish an enterprise Customer Experience program focused on capturing in-store feedback and supporting expanding customer loyalty initiatives. The deployment targeted location level feedback capture at the point of sale across Casey's footprint of more than 2,100 convenience stores in 16 states, routing responses into SMG’s real-time reporting dashboard and a mobile application for multi-level visibility.
The SMG Platform implementation centralized capabilities that include a reporting dashboard, a mobile app for field access, advanced text analytics, case management, role based reporting, and real-time alerting. Point of sale feedback collection was configured to deliver store level results continuously, and text analytics were used to surface themes and categorize feedback for case assignment and follow up.
Operational coverage spanned store managers, field operations and corporate marketing and customer experience stakeholders, with 24/7 access to store level feedback and role based dashboards to support rapid response. Governance was organized around role based reporting and case management workflows so that alerts and cases could be triaged by appropriate field or corporate teams, while SMG’s platform and services combined technology and professional services to support program rollout and ongoing insight activation.
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Heinen's Grocery Store | Retail | 4000 | $1.5B | United States | SMG (Service Management Group) | SMG Platform | Customer Experience | 2019 | n/a |
In 2019, Heinen's Grocery Store implemented the SMG Platform to centralize Customer Experience measurement across its store operations and associate population. The deployment established a continuous feedback architecture where the SMG Platform served as the primary source of customer and associate survey instrumentation, insight generation, and scorecard distribution for retail operational leaders.
The implementation configured the SMG Platform to run repeated customer satisfaction and associate engagement surveys, and to translate survey drivers into actionable operational modules. Heinen's used the platform outputs to drive a daily scorecarding workflow called the Game of Work, plus targeted programs such as deli captain rotations, weekly recipe and demonstration content for seafood, and in-store training priorities tied to survey drivers.
Operational coverage focused on store-level managers and frontline associates, with analytic outputs routed to managers via daily reports and posted scorecards to make performance transparent to associates. The SMG Platform fed timely insight into procurement and store ordering decisions, for example prompting a Saturday produce delivery to address Sunday assortment shortfalls and creating daily in-stock reporting for promotion items.
Governance and process change included instituting the Game of Work scorecard cadence, surfacing shifting manager drivers through ongoing surveys, and forming process improvement teams to engage associates in operational redesign. Outcomes reported from the initiative included produce satisfaction rising from 59 percent to 72 percent in under five weeks, deli sales increasing by approximately one thousand dollars per week in one store, seafood sales growing twenty percent, helpfulness of staff scores improving to a consistent eighty five to ninety percent, and sustained sales growth year-to-date as cited by Heinen's leadership, all derived from SMG Platform insights.
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la Madeleine | Leisure and Hospitality | 1200 | $130M | United States | SMG (Service Management Group) | SMG Platform | Customer Experience | 2017 | n/a |
In 2017 la Madeleine deployed the SMG Platform, a Customer Experience application to centralize guest feedback and operational reporting across its restaurants. Leadership had identified that third-party contact center agents were going off-script and failing to greet and thank callers in French, producing inauthentic brand interactions and creating gaps in the company’s 24-hour Get the Guest Back policy enforcement.
The SMG Platform was configured to aggregate voice and survey feedback, provide reporting and analytics, and support closed-loop recovery workflows and agent-level quality monitoring. SMG Platform dashboards and automated routing were set up to capture incidents and drive escalation to store managers and guest recovery teams, and scripting adherence controls were applied to reinforce brand language and greeting protocols.
Implementation synchronized feedback channels by integrating contact-center call assessments with in-restaurant feedback and corporate reporting, aligning phone, survey, and incident data into a single operational view. Operational coverage emphasized guest experience, contact center quality, and restaurant operations across the United States, enabling consistent handling of guest issues from frontline staff to corporate teams.
Governance changes included standardized call scripts, a new reporting cadence to support the 24-hour Get the Guest Back process, and centralized visibility for corporate and local managers. As a result la Madeleine aligned feedback strategies, upheld an authentic guest experience across channels, and saved money.
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LIDL US | Retail | 5500 | $1.2B | United States | SMG (Service Management Group) | SMG Platform | Customer Experience | 2017 | n/a |
In 2017 LIDL US deployed the SMG Platform to support Customer Experience measurement as it entered select U.S. markets. The SMG Platform was used to combine location analytics with visit detected mobile surveys to provide an early read on consumer perception, shifts in shopping behavior, and competitive visit share across targeted DMAs including Charlotte, Greenville Spartanburg, Asheville, Norfolk Portsmouth Newport, Raleigh Durham Fayetteville, and Richmond Petersburg.
The implementation leveraged BrandGeek and SurveyMini capabilities embedded in the SMG Platform to pair behavioral location data with near real time consumer feedback. Functional modules implemented included visit detection and attribution, visit share analytics, share of basket and purchase conversion measurement, customer satisfaction and loyalty scoring, availability of merchandise tracking, and index based normalization of top box satisfaction metrics. The platform aggregated respondent level measures such as distance traveled and one and done visit flags to profile trial behavior versus repeat customers.
Deployment architecture emphasized continuous data ingestion from mobile survey triggers and location analytics, feeding BrandGeek s dataset that is described as more than 10 million surveys annually across 6,500 plus brands and 650,000 plus locations. Operational coverage focused on market level analysis for marketing and customer insights teams and provided store level behavioral signals that could inform local store operations and market entry planning. Integrations were internal to SMG s BrandGeek and SurveyMini data pipeline as part of the SMG Platform implementation.
Governance and workflow changes centered on monthly monitoring and rapid feedback loops, using aggregated visit share and satisfaction indexes to inform stateside strategy adjustments. Reporting workflows produced DMA level time series for visit share and purchase conversion, enabling LIDL US to track the first three months of opening performance and to identify declining visit share starting in October. The approach supported targeted remediation of customer experience touch points that under indexed early on.
Explicit outcomes recorded in the implementation showed initial visit share gains with peak competitor share displacement between 1.6 and 2.8 percent, followed by a decline after roughly three months and then signs of rebound. Customer behavior metrics showed 24 percent of visits in the first month resulted in partial or no purchase, 16 percent of visits were one and done customers who traveled on average 4.4 miles farther than usual, and the non or partial purchaser rate fell to 13 percent over time. Customer satisfaction and loyalty scores initially trailed grocery averages, then improved to above average on Overall Satisfaction, Likelihood to Recommend, Availability of Merchandise, and Overall Value, reflecting a measurable shift in experience metrics captured by the SMG Platform.
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FAQ - APPS RUN THE WORLD SMG Platform Coverage
SMG Platform is a Customer Experience solution from SMG (Service Management Group).
Companies worldwide use SMG Platform, from small firms to large enterprises across 21+ industries.
Organizations such as Casey’s, Heinen's Grocery Store, LIDL US and la Madeleine are recorded users of
SMG Platform for Customer Experience.
Companies using SMG Platform are most concentrated in Retail and Leisure and Hospitality, with adoption spanning over 21 industries.
Companies using SMG Platform are most concentrated in United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of SMG Platform across Americas, EMEA, and APAC.
Companies using SMG Platform range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 75%, and global enterprises with 10,000+ employees - 25%.
Customers of SMG Platform include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified SMG Platform customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Experience.