Service Management Group
Service Management Group offers an enterprise experience management platform that combines industry-leading software with hands-on service, providing actionable insights and solutions for businesses across various industries.
Services
Service Management Group provides a comprehensive suite of services through its enterprise experience management platform. The platform includes tools for seamless, secure data and integrations, cross-channel feedback collection, and actionable insights. Professional services such as XM program management partners help businesses advance with data-driven prescriptive actions. The company also offers on-demand XM education resources and calculators to measure the ROI of customer and employee experiences.
Experience Management Platform
The enterprise experience management platform offered by Service Management Group is designed to enhance technology ecosystems and deliver trusted insights. It features customizable tools that empower users with actionable information for tangible results. Key components include role-based reporting, AI-native text analytics, business intelligence solutions, predictive analytics, and journey analytics. It also supports a wide range of integration types, out-of-the-box platform connectors, and provides an API developer portal.
Industry Focus
Service Management Group specializes in providing industry-specific XM solutions for restaurants, retail, consumer services, grocery, and convenience stores. The company has a robust presence in these sectors, serving more than 50% of NRN’s Top 50 Restaurants and 20% of NRF’s Top 20 Retailers. The platform is recognized for its effectiveness in these industries, offering tools like the CX playbook, industry benchmarks, and comprehensive CX solutions that include digital feedback and call center solutions.
Recognitions and Awards
Service Management Group has received several notable recognitions for its performance and capabilities. In Q2 2021, it was identified as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms. Additionally, the company was named a Visionary in the Gartner Magic Quadrant for Voice of the Customer. These accolades highlight its capabilities in providing effective customer feedback management and voice-of-the-customer solutions.
Security and Compliance
The platform provided by Service Management Group is built to manage massive datasets and handle tens of thousands of concurrent users performing complex analytics. It maintains a high level of security with airtight protocols to ensure data is secure and compliant with GDPR legislation. This focus on security and compliance ensures that the platform not only delivers powerful insights but does so while maintaining the highest standards of data protection.