News

Pancheros taking deep dive into CX data

July 24, 2019

Pancheros Mexican Grill is hoping its customer experience management platform created by Service Management Group will drive customer loyalty and growth.

"When we began evaluating CX partners, SMG's restaurant industry expertise and professional services stood out," Ryan Murrin, Pancheros VP of marketing and franchise development, said in a company press release. "What makes SMG's platform unique — and a great fit for our brand — is the scalability of the program and its ability to deliver actionable insights to the field."

The platform collects real-time, location-level customer feedback to give Pancheros field leaders role-based reporting and insights. Pancheros is also leveraging SMG's industry benchmarks to gain insights about customers, understand how its brand stacks up to the competition and identify opportunities for growth, said Todd Leach, SMG chief customer officer.

"With our dual focus on technology and services and a successful history in the restaurant industry, we're well-positioned to help Pancheros establish customer experience best practices and uncover actionable insights about its growing customer base," he said in the release. "Our organization is focused on helping clients drive business outcomes, and we look forward to helping Pancheros continue its impressive growth." 

Established in 1992 in Iowa City, Iowa, Pancheros has more than 70 locations across 13 states.