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SMG Announces New Partnership WithOlo

By Food and Beverages | Tuesday, November 24, 2020

SMG is employing Olo’s digital transaction information to personalize the feedback experience. With every client transaction in the digital ordering platform, SMG captures and produces order data into a pre-populated smart survey, enabling restaurant brands to capture advanced quality insights while offering consumers a shorter and more innate opportunity to provide feedback.

FREMONT, CA: Service Management Group (SMG), a research firm focused on offering customer and employee insighthas announced a new partnership with Olo, a leading food ordering platform for the restaurant industry. The incorporation with Olo facilitates SMG clients to solicit digital feedback in a tailored format and analyze it combined with their experience management data for a more all-inclusive view of the customer experience.

Olo offers more than 300 multi-location restaurant brands with a white-label platform for on-demand ordering and delivery. SMG is assimilating Olo data for a host of restaurant brands, comprising Pizza Patrón. Through the incorporation, the pizza franchise has rationalized the feedback process for customers while growing response rates and surfacing better-off insights about its digital expertise.

“SMG’s integration with Olo has allowed us to eliminate what was previously a blind spot in our customer journey,” said Juan Reyes, Director of Marketing and Brand Development, Pizza Patrón. “With SMG’s smart survey technology, we’ve been able to increase customer engagement with digital surveys that are shorter and more intuitive while gaining a better understanding of how we can advance our online and off-premise experience.”

SMG is employing Olo’s digital transaction information to personalize the feedback experience. With every client transaction in the digital ordering platform, SMG captures and produces order data into a pre-populated smart survey, enabling restaurant brands to capture advanced quality insights while offering consumers a shorter and more innate opportunity to provide feedback. This operational data is then reported together with other touchpoints in the smg360 reporting platform, giving the brand a more inclusive view of the customer visit.

“As off-premise dining continues to grow and digital takes on a bigger role in the restaurant industry, brands are looking for ways to measure the increasing number of touchpoints in the customer journey,” said Charlie Moore, Vice President, SMG. “Our partnership with Olo allows SMG clients to capture, measure and act on the digital experience data while providing a better feedback experience for their customers.”

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