Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Solutions from industry leaders
Data you can trust
Holistic customer + employee journeys
Localized opportunities for improvement
Deliver on customer intent
Better reputation, better relationships
Facilitate first-rate customer connections
Understand your customers + competition
Employee engagement opportunities
Customizable, powerful, actionable
Customized access to data
Machine learning algorithms
Agile answers to complex problems
See how you rank
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
Evolve from data-driven to insights-driven.
XM program management partners dedicated to helping you move your business forward
Answer your specific business challenges with measurable results + tangible ROI
Uniquely combining an end-to-end platform with hands-on professional services
Deliver uniquely positive experiences.
Improve business outcomes across expanding touchpoints + evolving expectations
Drive engagement + reduce turnover at every stage of the employee life cycle
Gain a deeper perspective with brand tracking, branded benchmarks, + behavioral insights
Industry-specific XM solutions
Tailored insights for every touchpoint
Online + offline customer management
Differentiate your service experience
Cross-channel shopper interactions
Data for agile actions
Drive customer lifetime value
Customized + proven support
Proactive partnership at every step, designed to move your business forward
Success comes when you can justify XM investments + future-proof your business
See how top-tier brands use SMG’s XM platform to achieve meaningful outcomes
On-demand XM education
Industry insights and updates
Access hundreds of assets
Demonstrated client impact
Industry data shaping the future
See the business impact
The value of improved EX
A leader in enterprise XM
Catalysts for change
Platform + professional services
Loyal employees –> loyal customers
Meet the SMG team
Your hub for XM updates
Creating inspired experiences
Back to Blog
Jul 25, 2019
In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opportunity to learn and do better next time. And with 1 in 3 customers saying they will leave a brand they love after one bad experience, the pressure is on to identify customer issues fast, respond immediately, and provide a timely and painless resolution.
In a previous blog, we discussed 3 ways case management drives customer loyalty and business outcomes. Next we’ll look at how case management goes beyond helping resolve customer issues by providing systematic insights on how to improve your overall recovery process.
With a comprehensive case management solution, all customer issues are tracked so you can keep an eye on progress and see it through to final resolution. On top of that, time-to-resolve metrics help you and your team stay on-track toward response goal times so you can be sure each case is being resolved in a timely manner.
The visual, color-coded time metrics on the smg360® dashboard provide a quick snapshot of resolution stats—including average resolution time and counts of escalated, unresolved, and resolved cases. This helps paint a clearer picture of where you are succeeding and where your efforts should be directed. Does your team need to work on quicker responses? Is there a gap in communication where actions are falling through the cracks? Case management provides these answers so you can prioritize and take immediate action.
Case management provides insight into how well your organization is handling customer issues, how those problems are being resolved, and how you can improve the process. Customer complaints are a great learning tool—these real-life examples can serve as coaching situations for your field teams so they can do better next time. Having access to an organized, easy-to-use system that tracks customer issues from onset to resolution will give your brand the competitive advantage it needs to come out on top.
The best way to keep field-team associates motivated is to shed light on the tangible, day-to-day impact of an efficient close-the-loop process. Provide splash pages, infographics, or monthly newsletters to keep everyone up-to-speed on customer recovery efforts.
To recap, let’s take a look at a few benefits of implementing a formal case management process:
Without case management, you get:
To drive real change, brands need to streamline and resolve customer issues—fast. Learn how case management can help you improve your service recovery process by downloading our best practice guide Close the loop: 5 ways to resolve customer issues + drive loyalty.