When one of the United States’ largest business services franchisors approached Netfor, they knew they had a problem. With 4,500 stores to support, their existing “help desk” provider was costing them too much and delivering too little. In fact, they were overspending by an estimated $500,000 every single year.
This is the story of how they transformed their IT operations, slashing costs and setting them up for decades of success.
The Situation: A Costly and Inefficient System
The franchisor was facing a classic IT dilemma. Their existing provider was not just expensive; the service was letting their franchise owners down. To understand the full scope of the problem, Netfor’s implementation team dug deep, asking critical questions to uncover where quality was dropping and where redundancies were driving up costs.
What we found were two major challenges that were hurting their bottom line and franchisee satisfaction.
Challenge 1: The Technology Burden on Franchisees
Individual franchise owners were left to manage their own technology deployment. This meant they were responsible for setting up everything from Point of Sale (POS) systems and card readers to network wiring. Many owners contracted local technicians, leading to inconsistent service, or simply failed to handle the issues, compromising Payment Card Industry (PCI) compliance.
This wasn’t just an inconvenience, it was a drain on their business. Low-quality setups led to more support calls and more downtime, preventing owners from focusing on what they do best, running their stores.
Challenge 2: An Extra $500,000 in Unnecessary Costs
The most glaring issue was financial. The company’s help desk provider was charging them half a million dollars more annually than necessary. Every year, $500,000 was being wasted on an underperforming service, money that could have been reinvested into growth and innovation for the organization.
The Action: A Turnkey Solution for Deployment and Support
The first step was to transition the company to a new technology lifecycle model. We took over the management and deployment of all inventory. Because we were intimately familiar with the hardware used in every location, from thermal receipt printers to digital displays, we could get new stores set up and operational in record time.
A remote technician would then configure and test each system, ensuring everything worked perfectly from day one. By managing all hardware deployment, the franchise eliminated the need for multiple vendors, increasing efficiency and accountability.
However, the most significant savings came from partnering with the company to maintain a dedicated Service Desk. By implementing our ITIL Framework, we could deliver a superior customer experience focused on first-call resolution and franchisee satisfaction. This move alone saved the franchise $500,000 each year of our five-year contract.
The Results: Millions Saved and a Better Customer Experience
By streamlining the deployment process and launching a new Service Desk, the franchise achieved remarkable and sustainable benefits.
- Massive Cost Savings: An estimated $2.5 million in technology-related fees were saved over the initial five-year contract.
- Faster, More Efficient Setups: New locations were up and running sooner, allowing retailers to start generating revenue faster.
- Reduced Disruptions: Interruptions at physical locations were practically eliminated. Credit card machines stayed functional and in-store music, proven to improve the customer experience, kept playing. For customers, this meant shorter wait times and a more pleasant shopping environment.
- Empowered Franchisees: With a new method of handling the tech, franchise owners were free to focus on their daily operations and drive their business forward.
A Partnership Built for the Future
The work didn’t stop there. The franchise giant led an aggressive expansion, opening 400 new stores and deploying more than 1,200 systems each year, with Netfor supporting their teams with project managers and technicians along the way. Netfor’s efforts were recognized with their prestigious Vendor of the Year award.
Fast forward to today, and our partnership is stronger than ever. The franchisor has grown to over 6,000 stores, and recently implemented a franchise-wide conversion to a mobile point-of-sale (MPOS) system.
This long-standing relationship is a testament to the value Netfor delivers. By constantly exploring and implementing service improvements, we’ve helped our partner not just save money but thrive in a competitive marketplace.