It's a Digital World

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It's a Digital World: Technology is Changing International Franchising

n 2015, I reported on the increasing use of technology in international franchising. Today, technology has become even more essential to the operation of franchised businesses around the world. Global use of technology in franchising includes franchise management, development, operations, training, social media, mobile pay, online delivery apps, marketing, and web-based POS systems. Here are some examples of how technology is helping franchises around the world do business more productively and changing the way both franchisors and franchisees do business.

• Chris Grandpre, CEO and chair of Outdoor Living Brands. "Technology is an important mechanism to increase the efficiency of how our five franchise models are operated in the field. As we can free up man-hours by automating activities, we create time to focus on revenue-generating activities for the mutual benefit of the franchisees and franchisor. Our team is regularly working to improve the technology platforms used across our systems.
• Keith Gerson, president of FranConnect, says that more than 700 franchise brand clients and 140,000 franchise locations worldwide are using its centralized and integrated franchise and learning management system. The company's cloud-based, multi-language and secure franchise management system is accessible 24/7, resulting in cost-effective and timely real-time support and training of licensees and their franchisees on a global basis.
• Albert Kong, CEO of Singapore-based Asiawide Franchise Consultants. "Franchise companies in Asia are cognizant of the fact that digital products and services affect their business... Technology is essential as they focus on businesses in tune with their lifestyle in the arena of food and beverages, education, beauty, retail, healthcare, and other service sectors."
• Ned Levitt, a franchise sector attorney with Dickinson Wright in Canada. "As is the case in the business world generally, technology changes are having a huge impact on franchising in Canada. Operating manuals are almost always provided and stored on an intranet for ease of access and revision... If a franchisor does not learn the ins and outs of social media, they may find their brand sullied by a dissatisfied customer or even a competitor. These are just a sprinkling of the technological changes happening today."