Worldwide Case Study

Introduction

Worldwide is an Australian owned Franchise group with a national network of 40 independently owned Franchisees across Australia. Worldwide is renowned nationally for its approach to providing high quality print communication at an affordable price. Worldwide has always been seen as the market leader when it comes to innovation, initially pioneering the gang printing process and in more recent times their outstanding progress made regarding their Product Management System, a technology platform that has already assisted over 700 businesses transform the way they do business in eradicating duplication, simplifying the purchasing process and reducing cost. The group utilises an industry specific management system (QPS) for contact management, job costings, production management and invoicing.

The Brief

Whilst QPS was meeting the needs of the customer from an estimating and job management perspective there was a desire to improve the customer experience and process around the quote follow-up process. Whist the group experiences an acceptable quote to job conversion rate there were still many Franchisees who said they didn’t follow up their outstanding quotes diligently and would only do so when time permitted. Additionally, the current quote follow-up process is very manual and relies on the Franchisee remembering which quotes to follow up. The current process is absent of any monitoring or tracking of the quote follow up process and no reporting on the effectiveness of their current process is available. The project started with the experience team mapping out the desired customer journey taking into account the outcomes Worldwide where wanting to achieve.

Key Objectives

There were 10 key objectives requested by the customer:

Simplify the quote follow up process (QFU) for Franchisees.
Get Franchisees to use the CRM system contained within their centre management system. (QPS).
Ensure that the process does not lose the personal touch of the account manager following up “their” quotes.
Improve the user experience (UX) associated with the various steps of the approval process.
Create a complete brand experience that dynamically changes depending on the Franchisees location with personalisation within the quote follow up communication.
Balancing the legislative requirements associated with the Australian Communications and Media Authority (ACMA) and the requirement to exclude an unsubscribe link in the email whilst at the same time incorporating marketing messages within the customer journey.
Managing the risk of email fatigue associated with the Franchisees following up the quote too often.
Changing behaviour associated with the use of the CRM system which was used by less than 8% of the centres.
The entire project had to be delivered with 3 months.
Create better visibility and accountability of the process.

Outcomes

Worldwide engaged the experience team to map out, research, project manage and deploy an end-end solution associated with the QFU journey.
Full integration from QPS into .
All communication is linked to a personalised URL (PURL).
Quotes to be followed up are managed within QPS with no need to manually add recipients to .
The experience following the email sent allowed us to further engage with the customer via a web experience allowing us to deliver personalised relevant content via download booklets.
The sent email is a transactional email which does not require an unsubscribe link. The subsequent personalised webpages allow us to better engage and educate customers.
Dashboard and Centre reporting on activity.
Rule logic limits the risk of email fatigue.

Testimonial - Worldwide

As a customer-centric Franchise Group we are always looking towards more efficient ways to enhance our service delivery. The platform has afforded us the opportunity to take a tedious manual process of following up customer quotes and transforming this task into a dynamic, decisive, engaging and automated procedure for our Franchisees.

We see this long-term solution not only benefiting the productivity of our Franchise staff but also improving the convenience and user experience of customers engaging with our business.

Rob Dallimore
Managing Director Worldwide

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