Case Study

Global Fitness & Wellness Studio

Worked with the corporate IT executives to streamline the process of rolling out a CRM application to over 1,200 studios.

As architects of technology, The Monaco Group builds optimal IT programs that help catapult your business, removing the burden and pressure of having to find, negotiate, and maintain your technology stack, including data storage, transport, and security. Using our trusted partners, we build and maintain an optimal IT program that meets your needs and budget.

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Client Profile:

  • 1,225 locations in over 23 countries
  • Boutique fitness studio franchise
  • Headquarters in Boca Raton, FL
  • Over 7,000 employees

Challenges:

  • A large franchise, challenges with the current rollout of their Customer Relationship Management (CRM)
  • Corporate had no visibility into franchise accounts with their current Unified Communications (UC) provider
  • Corporate had limited knowledge of the information of each franchisee account
  • It was difficult to resolve issues with the current UC provider and the systems they had in place
  • Major disconnect from a service perspective; corporate couldn’t help sort out some of the issues

Process:

  • Planned meetings with corporate IT department and executives
  • Developed a plan so we could facilitate the process to carry out a solution with each individual franchisee
  • Worked with corporate in a phased rollout for the CRM application and implemented the upgrade for 600 studios within one month
  • Set up a separate escalation procedure with current UC provider in order to deliver a better customer experience and quicker resolution timeframes

Results & Benefits:

  • Streamlined the process for all future studios so corporate has visibility and control over the data and information
  • Created a positive franchisee experience, allowing each franchisee to grow revenue
  • Created a dotted-line approach for corporate and each franchisee with the existing UC provider to provide ongoing support

Tel: +1 (561) 208-6367 // [email protected]