Service Management Group (SMG)
45 Case Studies
Case Study: La Madeleine achieves streamlined feedback channels and 15% annual savings with Service Management Group (SMG)
A Service Management Group (SMG) Case Study
la Madeleine - Customer Case Study
la Madeleine, known for its French countryside ambiance and recipes passed down through generations, needed to keep its guest experience authentic across channels. Leadership discovered third-party contact center agents were going off-script and failing to greet and thank callers in French, and the lack of robust reporting hindered delivery on its 24-hour “Get the Guest Back” policy; la Madeleine was already measuring guest experience with Service Management Group (SMG) via post-transaction surveys.
la Madeleine terminated the contact center relationship and launched SMG InForm, a custom-branded digital comment card on their Contact Us page that feeds into SMG’s smg360 reporting platform. Service Management Group (SMG) enabled real-time alerts, text analytics, and restaurant-level reporting, producing a scalable, automated guest-response process with zero complaints about the switch and roughly 15% annual savings in the guest relations budget while restoring consistent, authentic experiences.
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