Salesforce
A fast-growing F&B group with 60+ franchise locations had no structured CRM. Franchise relationships were managed by spreadsheet, customer complaints fell through the cracks, and loyalty data lived in a separate system that never synced.
Without a unified CRM, the group could not measure franchisee performance, escalate issues systematically, or run personalised loyalty campaigns at scale. Salesforce had been purchased but sat unused for 8 months.
Designed a Salesforce data model with custom objects for Franchise Agreements, Location Performance, and Loyalty Members.
Built automated workflows for complaint escalation, renewal reminders, and loyalty tier upgrades.
Integrated Salesforce with the loyalty platform and POS system to sync transaction data in real time.
Delivered training and change management support across the franchise operations team.
Complaint resolution time dropped from 11 days to 2.3 days average.
Franchise renewal rate improved by 14% in the first contract cycle post-implementation.
Loyalty programme engagement increased 40% through automated personalised campaigns.
Salesforce