Case Study: Service Management Group (SMG) achieves 2.5X lower TCO and real-time, scalable analytics to prevent churn with Cloudera Data Warehouse

Driving customer loyalty with a data warehouse optimized for advanced analytics

Service Management Group (SMG) is the maker of smg360, an experience‑management platform used by nearly 500 restaurant, retail, and healthcare brands to track customer feedback and drive loyalty. Rapid growth in transaction, behavioral, and omnichannel data exposed limits in SMG’s legacy data warehouse—scaling was prohibitively expensive and the platform couldn’t support real‑time analytics or integrated AI/ML workloads across diverse data sources.

SMG migrated to Cloudera Data Warehouse in the cloud, gaining on‑demand scaling, pay‑per‑use economics and expert support from Cloudera and partner Oalva. The move cut total cost of ownership by 2.5X, enabled 10× greater data ingest, and now supports 175,000 users (400,000 daily sessions) with real‑time, multi‑source analytics, NLP insights and ML use cases such as customer churn prediction and automated guest recovery.

Service Management Group (SMG)

Chris Atkinson

VP of Architecture