SMG partners with Microsoft to create strategic client experiences

KANSAS CITY, Mo. – All Remote – Service Management Group (SMG), a customer, employee, and brand experience management partner to more than 500 brands, has announced a new integration with Microsoft. Focused on empowering customer experience teams to deliver better experiences, SMG has begun hosting its product on Microsoft Azure to streamline data processing and enhance responsiveness.

SMG’s decision to upgrade its platform to Azure was driven by the need for the most robust infrastructure, scalability, and security features. As businesses around the world increasingly rely on cloud solutions for_­ operational resilience and agility, SMG leaders determined the time was ideal to embark on the large-scale upgrade that will provide current and future clients with greater strategic value.

“Our clients will see immediate enhancements in product performance and reliability," said Jonathan Berkowitz, SMG’s Chief Executive Officer. “Utilizing Azure’s robust infrastructure and its advanced data science and AI capabilities ensures our products are scalable and responsive to client needs, significantly boosting operational efficiency.”

“Our decision to upgrade to Azure was driven by its security, scalability and reliability,” said Jerry Dunne, SMG’s Chief Operating Officer. “Upgrading will not only enhance our own operations, but also provide our clients with a state-of-the-art technological platform to accelerate their growth and success.”

Notably, SMG's data science capabilities have undergone a major change(s) with the integration of Azure AI Services. The deployment of SMG’s data models on Azure is set to streamline data access for clients, leading to a significant boost in data processing speed. This development is particularly vital as SMG's team advances its data science roadmap using Azure AI services to create cutting-edge Text Analytics models. By strategically implementing this enhancement, SMG is poised to deliver clients with immediate, actionable insights, reinforcing customer satisfaction.

While the company has thrived since its 1991 founding working within specific industries, including restaurants, retail, and consumer services, SMG is confident the enhanced platform technology will allow one of the industry’s only software with a service (SwaS) providers to pursue additional growth via new markets and customer segments.

“At its core, SMG is a forward-thinking, technology-driven company that consistently delivers value and develops solutions to meet global business challenges,” said Kevin Peesker, President of Microsoft’s Small, Medium, and Corporate Sales organization. “SMG’s integration of Microsoft Azure extends these benefits to its notable roster of clients.”

SMG’s vertical approach to AI innovation and value delivery has proven effective across global restaurant, retail, and consumer services brands, turning everyday customer interactions into opportunities for enhanced engagement and profitability.

About Service Management Group
SMG is a leading experience management (XM) provider, accelerating value by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise platform with professional services to help brands generate new revenue, grow existing revenue, reduce churn + detractors, and drive operational efficiencies. To learn more about our customer, employee, and brand experience management solutions, visit www.smg.com/.