Service contract sales & renewal.

Keeping franchisee customers current on support/maintenance agreements is a critical aspect of customer retention. Likewise, finding strategies to reactivate support agreements with dormant customers is a central first step in re-engaging the account. Both topics require diligence and focused communication. Frantz Group helps our customers plan and execute effective marketing programs to promote, qualify, and sell service contract agreements and renewals to franchisees.

Help desk.

Customer service begins with a call for help. Technology companies must have an effective front-end process for fielding customer inquiries/issues that makes the best use of critical resources and ensures all calls are immediately answered, appropriately routed, and then resolved or escalated appropriately. For the franchisee, problem resolution must occur quickly and efficiently – with minimal inconvenience or disruption to their environment. Calls results should be tracked in a consistent manner to enable sufficiently detailed reporting. Frantz Group is practiced at managing help desk processes for our technology customers.

Training sales & execution.

Franchisees will not get the full value and return from their technology investments if they are not properly trained on the solutions. However, training is often an area where franchisees choose to cut corners in order to reduce the overall investment cost. Frantz Group provides support to help our customers promote their training offerings to Operators. In certain circumstances, Frantz Group has actually been contracted by our customers to deliver their training to franchisees – both remotely and on-site.

Franchisee satisfaction surveying.

Many franchisors view franchisee satisfaction surveying as an annual activity. Through a combination of phone, print, and web interactions, Frantz Group makes franchisee satisfaction polling a regular process that feeds executives with meaningful knowledge, not just statistics. Special emphasis is placed on franchisee perceptions regarding mandated/recommended technology rollouts. Because we measure franchisee satisfaction at the appropriate time, our customers get meaningful and accurate insights into franchisee experiences.