The franchisor uses salon software to run each business and needs to ensure that each salon coordinator could provide timely reports on their salon’s performance. Head office also wanted to create a community where salon coordinators and staff could share ideas, problems and collaborate on solutions.
“The system we had was resource intensive. Each coordinator at each salon had to create 20 reports, collate them, save them to PDFand then send them to head office. Once we received these reports, we needed to collate all 400 reports again. Then we would have to consolidate all of those reports and attempt to extract meaningful data from them. It was a really laborious process.”
“All that double handling of data and we didn’t know if the data was accurate – there was a lot of room for human error. Plus, it was time consuming for our coordinators and head office staff. Time spent collating data was time that wasn’t being spent on our customers.”
SalesFix came in with the team and mapped out the business processes with the entire corporate team. “We set a budget, a time and a deadline and it was all delivered, in full and on time.”
SalesFix worked with Brazilian Beauty to develop a customised solution that integrated with their existing software, cut down on paperwork and was simple for non-technical staff to use. Busy professionals could access key data and check the performance of their salons.
By using Salesforce, a customer relationship management (CRM) system, Brazilian Beauty had the benefit of a cloud-based solution that was available anywhere on any device. They implemented Salesforce Community, which provides for dashboards, groups and easy communication in a social-media style stream.
“At Brazilian Beauty, we wanted to develop our own knowledge base. We wanted to have answers to questions so that everyone could access the answers and share solutions.”
“Aspart of the process, we had to clean up our data. The data cleansing required a lot of quality control and a lot of time to get it right. The operational team at Brazilian Beauty spent many hours getting that right before it was migrated across to Salesforce.”
SalesFix developed the reports, dashboards and communities in Salesforce using the capability of Salesforce Communities. Roll out included delivering training to each franchisee, so they understood the system and felt confident using it.
“Originally we used another Salesforce.com partner to implement the solutions but unfortunately the end result was not a good fit for our organisation. As a result there was little user adoption as no one could see the benefits.”
I love technology, but not all people do, and I knew that if Salesforce was implemented correctly it would take our business well into the future so I persisted. Once SalesFix came on board and the implementation was completed successfully we had to relaunch Salesforce and sell the benefits to our franchisees and salon staff members.
“Some people don’t like change, and they have a fear of technology, yet once the SalesFix solution was demonstrated, and they saw the capabilities they became enthusiastic about the possibilities. We now have 100% user adoption and keep our data up-to-date on a daily basis.”
“The main benefits to Brazilian Beauty is that we now can collaborate as a team. We have relief from email fatigue because all the communication is in Salesforce Community. We have accurate reporting direct from the data source – and we’ve removed human error. We have excellent consolidation and beautiful reports. Visually, they are easy to understand and look at – which is important in our business.”
“I think the franchisees appreciate that we’re pushing ahead with technology, and they can see real value in a team that is investing in innovation and best practice.”
“The franchisees were extremely excited and enthusiastic when they saw the system demonstrated. This was powerful for us because as a franchisor we want our franchisees to be excited about the technology we are implementing to make their lives easier. It was wonderful to hear the excitement in the room.”