How a 35-Unit Franchise Got Its CRM Back Under Control
A fast-growing franchise. A CRM half the system ignored. Development automations nobody had touched in two years.
At a glance
35 units and growing fast
One CRM, no standard way of using it
The franchisee system and the franchise development pipeline
Ongoing. We're in it every week.
Where they were
The brand was growing faster than its systems. On paper, everyone had a CRM. In practice, some locations used it every day, some logged in once, and some never did. No two locations ran it the same way.
The franchise development automations were worse. They'd been built, switched on and left alone for two years. Nobody could say which ones still fired, which ones still made sense, or which ones were quietly sending candidates the wrong message.
And franchisees were in the dark. They didn't know what could be automated and what couldn't. They couldn't see what corporate was building or what was working at other locations. So the best ideas in the system stayed stuck in one location.
What we did
On the franchisee side
We started with an inventory. Every automation, every template, every pipeline anyone had ever built, for franchisees and for Fran Dev. We kept what worked, fixed what was close, and retired what wasn't earning its spot.
Then we standardized. Every location now runs the same core build, so a new unit opens on the same system as unit one. Each location gets clear visibility into what's live in its own account and why.
And we keep building. When a location wants something new, it comes to us. We build it once, test it, and if it works, every location gets it.
On the franchise development side
The sales team was spending its days booking calls, then waiting on calls that didn't happen. Too many booked discovery calls ended as no-shows.
We rebuilt the pipeline so candidates get qualified and warmed up before a call lands on anyone's calendar. Confirmations and reminders go out automatically, and rescheduling takes one tap. The team spends its time talking to candidates who show up ready to talk.
Why it works
We didn't sell them software. They already had software. They needed someone to own it, someone who's sat on both sides of a franchise system and knows what a franchisee will actually use.