Franchises
A national franchising company offers inbound call centre and diary management services to a large number of smaller organisations. The company has ambitious plans for expansion and the Managing Director is keen to keep central control and management of franchises.
Contact Anywhere is used in two ways. First, to administer the company database of prospects and customers. Second, to provide a diary management service allowing the company to make appointments for their customer with inbound callers.
Customers of the diary management service can log in to a controlled Contact Anywhere area and see their diary details. Several diary views are available - annual, monthly, weekly, or by day. Customers can amend appointments and their availability.
Potential new customers register their interest on the company's remote web site. Anywhere SG worked with the company's web site developers, creating a facility to transfer new customer details automatically to the Contact Anywhere database after user confirmation. Head office agrees the level of service required by the customers, and allocates each one to the appropriate franchise.
The company has three tiers - head office, regional management and the individual franchises. Head office can see all data to control and monitor franchise operations, ensuring consistent, high-quality service. Other user privileges are set so that each tier can see only the data relevant to themselves.
As all data is stored on the same server, there are no issues with synchronising data as there would be if each franchise had its own server. Valuable customer information cannot be lost due to poor system administration or lack of backups at the franchises. Contact Anywhere scales to handle very large volumes of data, so the company gets on with running its business without having to think about new servers and system administration hassles. Furthermore, each franchisee and remote office stays focused on their real day-to-day business by avoiding time-wasting tasks such as tending local servers, doing back-ups, etc.
