Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations to enhance your technology ecosystem and deliver insights you can trust
Cross-channel feedback collection capabilities at each stage of the customer + employee journeys
Powerful, customizable tools that empower every user with actionable information to produce results
Data-driven prescriptive actions that guide your next best action, at all levels of your organization
Services
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
Experiences
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
Industries
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
Client Success
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
Resources
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
Company
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
Taking Action
Case management
SMG’s case management is a centralized, multi-source platform for customer issues—providing the tools you need to promptly respond, assign, track, and resolve for an effective service recovery process.
With a multi-source platform feeding all customer data to your smg360® dashboard, you can easily navigate customer issues and take immediate action toward resolution. Response templates provide a great starting point, but are also customizable so you can add pertinent information that’s specific to the situation. Simply select a scripted response, personalize your message based on the exact customer issue, and send.
Not only is it helpful to have all the information on the customer’s current issue in one place, but you’ll also have access to that customer’s past case interactions for a holistic view of their experience with your brand. You’ll get the full picture before you jump in—armed with helpful information such as what issues that customer has had before and what actions were previously taken, so you’ll know how best to respond.
All conversations are tracked through the platform, so you can keep an eye on progress and see it through to final resolution. 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 that meets your standards.
84% of customers who are highly satisfied with their problem resolution express a high likelihood to return to the business where the issue occurred—meaning problems can actually be a really great opportunity to gain customer loyalty. You’ll get access to an organized, easy-to-use system that tracks customer issues from onset to resolution—giving your brand the competitive advantage it needs to come out on top.
Customer case management is the process of proactively searching for, soliciting, tracking, and resolving problems that individual customers may have in their experiences with your brand.
Resolving customer issues is significantly effective in increasing customer loyalty. Our data has shown that, of those customers who report issues and are highly satisfied with their problem resolution, 84% express a high likelihood to return—higher than the 71% likelihood to return rate among customers who didn’t report an issue.
Examples of case management include researching and replying to critical online reviews to correct customer problems, using AI analytics to find and respond on a 1-to-1 basis to relevant open-ended feedback, or recording and responding to complaints collected from a website or call center.
