ST Software on the importance of efficient franchise computer systems

According to ST Software , with the cost of acquiring new business many times the cost of retaining an existing client, effective customer management is essential. Many franchises using traditional paper-based and desktop systems fail to service their client base to the level they would like.

Franchised businesses face some unique challenges when it comes to managing their customer data and collective business statistics. This is caused by their multiple, dispersed locations and need for effective real time customer, sales and order management.

It is vitally important that both the franchisor and franchisee have access to up-to-date client information for order processing, warehousing, marketing, job management and reporting. In many cases this information is difficult to access as it is stored in paper filing systems, or on individual computers.

Web-based customer relationship management software (CRM) solutions provide franchised businesses with real time customer information through a centralised integrated database.

Customer management essentials

Accurate contact data forms a foundation for managing leads, orders and jobs, and a channel for repeat business, up-selling and marketing new products. Client and contact data needs to be instantly accessible, up-to-date and accurate, with a full history of all communication and related activities.

A complete and integrated customer profile allows for much more accurate reporting, and provides the essential data needed to manage customers.

Real time data access

If client data is a valuable asset for most businesses, then up-to-date data is priceless. With a dispersed or international business this data needs to be centrally managed and shared in real time to quickly take advantage of new opportunities, market to and analyse customers efficiently.

Global businesses are increasing the need for real time customer data management, accurate reporting, and fast, reliable communication. The differences in business hours between time zones make traditional methods of data sharing and storage difficult, slow and expensive. Real time communication, data access and document management through an online centralised system provides the solution.

Order management

Many franchised businesses supply products and business equipment through a centralised warehousing facility, taking orders, shipping and manufacturing products. With an integrated centralised system, an order placed in a franchise is sent straight to the warehouse, and can be tracked through the entire order process for the customer.

Accurate business reporting

In a traditional system each franchisee stores its own data, and reports back to the franchisor, which then tries to piece together a picture of the business at a point in time. With a central database all your business information is stored in one place, updated in real time, and accessible to all permissible users of the system whenever needed. Reporting is simple, and up-to-date. Accurate reporting in real time leads to an improved understanding of the status of the business and proactive management of the entire franchise.

Integration, scalability, flexibility

A web-accessible business management system can provide globally available customer management that is integrated with all other aspects of the business, updated in real time. This type of solution overcomes many of the traditional client/server software problems, providing browser-based, low maintenance software on the client side with the advantages of a centralised database and application management.

Upgrades and additional functionality will be available to all users without any changes being made to the client machines, and the scalability of a web-based system will also ensure that it can be developed to match the growth and requirements of the business into the future.

Increase productivity, reduce IT costs

Integrated, web-based customer management functionality will ensure that all necessary data will be quickly and easily available to users, increasing efficiency, productivity and accurate reporting, and enabling proactive management and business development. Opportunities for cross- and up-selling will be more obvious, generating maximum income per customer.

Using a web-based, centralised database reduces IT costs through on-site maintenance, reduced IT requirements, reduced software and lower specification hardware. Also, the ability to use open source operating systems and third party software on both the server and client machines can contribute significantly to the return on investment of the system.

Competitive advantage

In a modern business environment, accurate and up-to-date customer information translates into competitive advantage, increased sales and business growth. Sharing this data, in real time, gives a multi-location or global business a greater ability to manage its customer base and compete on an international level.

Increasingly, it is making more business sense to use a web-accessible, fully integrated solution to manage customer relationships and business activities on one central server.

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