KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new customer experience management program with the nation’s largest take-and-bake pizza franchise Papa Murphy’s. The brand is working with SMG to capture feedback across multiple channels and analyze it in the smg360® platform alongside digital feedback data via an Olo integration.
Papa Murphy’s is dedicated to enriching the everyday with unconventional moments of happiness with their convenient, fresh, made-to-order pizzas and exceptional service. With more than 1,250 locations across 38 states, Canada and the United Arab Emirates, Papa Murphy’s is the fifth-largest pizza company in the U.S.
“As the customer experience leader in the restaurant industry, SMG is a great fit for our brand,” said Papa Murphy’s Senior Manager of Customer Experience Marni Van Siclen. “From its consultative approach to its intuitive platform, SMG offers the professional services and technology solutions we need to serve our guests—enhancing their experience and earning their loyalty.”
Papa Murphy’s is capturing location-level customer feedback at the point of sale and using SMG’s smart survey technology to deliver a short, targeted survey following online orders. Alongside real-time data from these feedback channels, SMG is integrating digital feedback from Olo to give Papa Murphy’s a holistic view of the customer experience in the smg360® platform, while tools like the mobile app and role-based dashboards help the field team prioritize key drivers to improve the customer experience.
“We’re honored Papa Murphy’s selected SMG following its extensive review of customer experience management providers,” said SMG Chief Client Officer Todd Leach. “With in-depth industry experience and a unique ability to deliver actionable insights through software and services, we look forward to helping Papa Murphy’s find opportunities to provide a differentiated customer experience and take actions that drive outcomes.”
About PAPA MURPHY’S
Papa Murphy’s Holdings, Inc. (“Papa Murphy’s”) is a franchisor and operator of the largest Take ‘n’ Bake pizza brand in the United States, with a mission to “Change The Way You Pizza.” Papa Murphy’s exists to enrich the everyday with unconventional moments of happiness not only because our take ‘n’ bake pizzas are made-to-order daily using only the freshest ingredients but by providing exceptional service at over 1,250 franchised and corporate-owned locations across the U.S.—plus locations in Canada and the UAE. With the core values of Quality, Service, Integrity, Teamwork as our guide, Papa Murphy’s offers guests a convenient, unparalleled experience for creating the best at-home meal experience. Along with fresh pizzas, Papa Murphy’s offers hand-crafted salads, sides, and desserts to complete your meal and please your palate. Order online at papamurphys.com or from our official Papa Murphy’s app everywhere, and find us on your favorite delivery apps in select markets. For franchise opportunities, please call +1(866)-955-6736 or email franchise@papamurphys.com.
About Service Management Group
SMG inspires experiences that improve people’s lives. We are a catalyst for change—helping organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. Our unique software with a service (SwaS) model puts a dual focus on platform technology and professional services, making it easy for brands to activate insights based on customer, patient, and employee feedback. To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
