In today’s fast-paced digital world, franchises are increasingly leveraging technology to enhance customer experiences and streamline operations
From mobile apps to online ordering systems, franchises are adopting user-friendly digital tools to drive growth and boost customer satisfaction.
Embracing Mobile Technology
Mobile technology has emerged as a game-changer in the franchise industry, revolutionising the customer experience. With their unmatched convenience and personalised services, mobile apps have become indispensable tools for franchises, making the customer journey more comfortable and streamlined.
For example, Domino’s Pizza UK, a prominent player in the fast-food industry, has made significant strides in utilising mobile technology. Their mobile app allows customers to place orders, customise their pizzas, and track delivery status in real time. This seamless technology integration enhances the customer experience while streamlining the ordering process, reducing wait times and increasing operational efficiency.
Even franchisees with a conservative budget can benefit from this new technology. For instance, they can use a white label app builder — a versatile software for various B2C purposes, like customer journey to sales. These apps put the power of digital tools in the hands of franchise owners, making them accessible and beneficial for all and empowering them to make confident business decisions.
Enhancing customer experience with online ordering systems
Online ordering systems have significantly enhanced customer convenience in the franchise industry, particularly in the food and hospitality sectors. They provide a user-friendly platform for customers to browse menus, place orders, and make payments from the comfort of their homes, demonstrating the industry’s commitment to prioritising customer needs and redefining the customer experience.
Travelodge, a well-known budget hotel chain in the UK with some franchised locations, has harnessed the power of online booking systems to elevate the guest experience. Restaurant franchisees also use online ordering systems for delivery and order tracking, discounts, and chatbots. These technologies enhance the customer experience, streamline operations, and reduce wait times. According to a recent study by Barclaycard, 69% of UK consumers say that a poor online ordering system would put them off from ordering from a restaurant again.
Localisation of offerings
Localisation of offerings has become a crucial strategy for franchises aiming to cater to diverse markets and meet the specific needs of local customers. By tailoring their products and services to fit regional preferences, franchises can enhance customer satisfaction and drive growth in various locales.
For example, the global fast-food giant McDonald’s excels in localising its menu to suit different cultures and tastes. In the UK, McDonald’s has introduced items like the Bacon Roll and Porridge to cater to British breakfast preferences. This strategic localisation respects cultural preferences and helps McDonald’s build a loyal customer base in a competitive market.
By localising their offerings, franchises create meaningful connections with their customers and achieve tremendous success in different markets. This adaptability is key to maintaining a competitive edge and ensuring long-term growth.
Leveraging technology for operational efficiency
Beyond enhancing customer experiences, technology also plays a crucial role in improving franchise operations. By automating routine tasks and streamlining workflows, franchisees can focus on delivering high-quality services and expanding their market reach. A study by the British Franchise Association found that 78% of franchisors believe that technology has positively impacted their business over the past five years.
Pitman Training, a global leader in vocational education, has adopted advanced digital tools to boost administrative efficiency. Their online platforms streamline enrolment, course management, and progress tracking, enabling students and staff to focus on education. This technological integration has been key in maintaining Pitman Training’s prominence in the industry.
Automation technology can take over repetitive and time-consuming tasks, freeing up staff to focus on more strategic activities. From scheduling and payroll to inventory management and customer relationship management (CRM), automation reduces the potential for human error and ensures consistency across the franchise.
Digital Franchising: What’s next?
The digital age has brought about significant changes in the franchise industry, with technology playing a central role in driving innovation and growth. Franchises like Pitman Training and across the UK are leading the way by embracing mobile technology, online ordering systems, and leveraging new technology for efficiency. Embracing technology like this ensures franchisees remain competitive and relevant in the modern market.
As we look to the future, we can expect to see even more innovative technologies being adopted by franchises. Artificial intelligence, virtual reality, and blockchain are just a few of the technologies that could potentially transform the franchise industry in the coming years. The key for UK franchises will be to balance technological innovation with the personal touch that customers still value, creating a seamless blend of digital efficiency and human connection.
This article comes courtesy of Pitman Training, the leading provider of vocational training and career development programs.
