Customer database and booking system
for an oven cleaning company
The customer operates a UK wide business offering oven
cleaning services to homes and businesses. The service is delivered by 25
franchisees, each responsible for a defined geographical area, who are provided
with training, equipment and marketing programmes. The business model seeks to
obtain repeat business by calling customers six or 12 months after their oven
was last cleaned. A simple customer database was amongst the tools that the brand
owner provided the franchises but this was inflexible and difficult to use.
Quinata was asked to provide a system to replace this with
the following characteristics:
- Suitable for franchises that ranges from “one
man and van” operations up to those employing five to 10 staff.
- Simple to use for franchises with limited IT
- Customisable so that franchises could use the
system with the full range of business models permitted.
Capable of generating all the paperwork required
to confirm a booking for a customer and to instruct the cleaning technician
what was to do done
- Capable of generating invoices and exporting
financial data to Sage or other suitable accounting systems.
- Capable of generating a list of customers
needing follow up calls six or 12 months after their last cleaning.
The system was launched at the customer’s franchisees
conference in June 2005 and rolled out across their network in the following
Quinata worked with franchises to resolve one or two issues
that arose because the old database was not always used in the way in which the
customer’s head office had envisaged. The use of a remote support facility
built into the system allows this to be done speedily and cost effectively,
even where the franchise owner has little or no computer experience.
The system was then enhanced to
provide more marketing related tools and to allow emails to be sent to
customers directly from the system. These changes allow all the franchises to make the
maximum use of the valuable customer data that they have accumulated and
identify characteristics of potential future customers.
A simple book keeping facility was added for smaller franchises
whose business does not require a fully featured accounting software package.
The latest enhancement adds the capability for the
franchise owner to provide backup services and manage the licensing of the
franchises from a centralised Franchise Management System. This system also
handles generation of sales reports relieving franchises of the need to generate