List of SMG Platform Customers
Kansas City, 64108-1423, MO,
United States
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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Retail | 5500 | $1.2B | United States | SMG (Service Management Group) | SMG Platform | Customer Experience | 2017 | n/a |
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