Franchisees simple, effective training

The client

An Australian leader in telecommunications, business network services, internet and satellite services, and subscription television.

The challenges

Our client’s franchise operations consisted of 58 core franchisees, who managed 182 franchise outlets within Australia.

They had traditionally relied on a complex operations manual to assist new franchisees, detailing key practices and standards. However, it was difficult to implement a standard approach to training and they had no real way to measure how effectively knowledge was transferred.

The company was also evolving to a new retail brand, with enhanced customer offers. The manual needed to include updated material for relevant franchisees.

Why TCI?

The client selected us based on our track record of working with existing (and often complex) training material and content. They appreciated our expertise in updating training material and presenting it in a simple and engaging way to ensure that information is retained.

The goals

The project aimed to:

define, develop and implement an improved induction program that aligned with existing resources and included additional information
develop an interactive and engaging training solution to ensure a consistently high standard of customer service across all franchises
provide an online solution that was accessible and user-friendly, to supplement and support the delivery of the operations manual to franchisees
ensure the company was legally complying with the franchise agreement by measuring the manual’s effectiveness for franchisees and their team members.

The solution

TCI provided a fully hosted elearning solution, allowing new franchisees to be inducted anywhere, any time.

The new courseware incorporated the existing material but broke it down into easy-to-understand modules. The courses were designed to reflect the client’s corporate image, with a strong focus on interactive online use.

The courses were self-paced and measurable so franchisees could complete them at their convenience, and results were recorded, helping ensure consistency across franchises.

The results

The client considered the new induction program a great success, reporting that:

it was more appealing for potential franchisees to invest, with the offer of an interactive and measureable induction that could be undertaken anywhere, at any time
the solution was true to the company brand and existing material was incorporated seamlessly
self-assessments in the courseware allowed the company to clearly demonstrate compliance to quality standards.

Moving forward, the company is interested in adding more induction modules, covering a wider range of training topics. They’re also looking forward to exploring opportunities to further enhance the online solution.