Monitor Location Performance and Key Metrics
smg360 gives field managers a mobile view of customer experience performance across the locations and programs available to their role. Customizable dashboards surface key scores, while Areas for Focus points toward measures where attention may have the greatest operational impact. Users can open an area and break results down by segments such as experience type, time of day, or day of week.
Role-based access keeps the reporting view relevant to each employee. Depending on account access, managers can move between regions or locations, compare performance, and drill into the measures behind a score. This makes the app useful for quick checks during a shift, store visit, or regional review.
Explore Customer Feedback with Text Analytics
Customer comments become easier to review when they are organized by subject and sentiment. smg360 includes text analytics for exploring categories, subcategories, entities, and sentiment, helping users move from a broad score to the language customers actually used. Filters can narrow the view by feedback channel, survey question, hierarchy level, or date range.
Comment tools also support recurring review work. Users can select multiple entries, mark feedback as read or unread, and forward relevant comments to colleagues. Together, filtering and bulk actions help managers identify patterns, share useful context, and keep a high-volume feedback queue from becoming difficult to manage efficiently.
Manage Customer Cases and Follow-Up Actions
Cases help teams close the loop when customer issues need direct attention. Notifications can alert users when a case occurs, and the mobile view provides experience details needed to understand the situation. From there, authorized users can add a note, forward information, respond, or reassign the case to the person best placed to handle it.
A case timeline keeps resolution activity in one place, which is useful when several employees take part in follow-up. Managers can review what has already happened, see whether an issue remains open, and continue the next action without relying on a separate paper trail. Available case tools vary with each organization’s program and access setup.
Sign In or Pair a Work Device
Access is designed for SMG clients rather than general public accounts. Users can enter a valid smg360 username and password on the login screen, choose Remember me, or use Pair My Device when their organization relies on single sign-on. Pairing connects the Android app to an existing reporting account without requiring the normal password flow each time.
To pair, users request a mobile app code from Settings on the smg360 reporting website, then enter that code in the app. Pairing tokens can expire after inactivity or be ended by SMG, so a new code may occasionally be needed. This workflow gives field users a practical route into their assigned dashboards and data.
