UK Franchise Director, Colm Hefferon, explains: “One of the benefits of being part of a large international franchise is that we can learn from and emulate initiatives that are making a positive difference in other countries. We’ve been monitoring a trial in the US of the Customer Relationship Centre (CRC) and when we heard at the Annual Meeting in Austin, Texas in March how well it had worked, we started our own trial in Dublin and we’re hopeful it will be available to all franchise owners in the UK and Ireland soon.”
The CRC is responsible for booking in quote requests for complicated or larger jobs or providing immediate quotes for more straight forward work. The aim is to speed up and improve the customer experience as well as enabling the local franchise owner to concentrate on more marketing and sales activity in their territory.
Colm continues: “Having handled over 45,000 calls from January to May this year, the US CRC team has been able to learn what is working well and make improvements to the system where necessary. The number of moves being booked through the CRC has increased every month and the customer satisfaction levels are also higher than in January. So in the UK and Ireland we’re able to benefit from the feedback they’ve received and our current trial is based on the best practices established through the US trial.”
Not every initiative is easily transferable to other markets but this is a great example of being able to review how a system works in the USA and decide if it would be appropriate to trial it in the UK and Ireland. Being part of a close international franchise with regular opportunities to share information makes identifying and monitoring new initiatives easy.