Digital Transformation – CRM Implementation & Development of Custom Franchisor Portal
Industry
Professional Services – Law Firm
Location
United States
Business Requirement
The Law Firm catered to the Franchise Business and worked with several Franchisors to manage their paperwork and related administrative formalities with their franchisee network across various states in the United States.
Despite multiple tools in the tech stack, the organization failed to gain efficiency in operations which impacted turn around times, completeness, accuracy and timeliness of information to stakeholders and increased the extent of manual intervention.
There was also the absence of a consolidated platform that provided relevant information to Franchisors.
Our Proposed Solution
CRM Implementation
The design and development of CRM was aimed at gaining visibility to franchisor interaction across various stages of empanelment and ensure effective management of franchisees.
The use of a comprehensive CRM ensured effective reporting, efficiency in operations through automation of key workflows, timely access to information, reduced manual intervention and digital signing of contractual documents through a single system.
Custom Franchisor Portal
The development of Franchise Portal which was integrated with the CRM provided access to franchisors who could now view the empanelment status of each of the franchisees on a real time basis.
The internal teams updated franchisee information in the CRM which was automatically reflected in the portal. With the portal, annual renewals with state authorities was facilitated in an efficient and timely manner.
Our Tech Stack
Zoho One Modules – CRM, Creator, Forms and Analytics and Customer Portal.
Key Outcomes/Benefits:
- Consolidated platform for all franchise information
- Customer Analytics and reporting
- Automation of key workflows reducing turn around times for key activities
- Access for external stakeholders to a dashboard for timely access to information
- Real time updation of Franchisor – Franchisee contract status
- Reduced manual intervention