Franchise Thought Leaders Share their Must-Have Tools that Drive Growth
Technology has become the backbone of modern franchising. From the systems that keep locations running smoothly to the platforms that help brands market smarter and serve customers better, the right tools can give franchise systems a major competitive edge.
Today’s franchise leaders use practical day-to-day technology and tools like customer relationship management (CRM) platforms and point-of-sale (POS) systems to improve the customer experience and streamline operations. Artificial intelligence (AI) is also becoming an important part of how businesses function, with the rise of ChatGPT making repetitive tasks easier and more efficient.
The adoption of AI among U.S. businesses has more than doubled in recent years, according to Clutch, and franchises aren’t backing away from innovative tech. Fast-food chains are incorporating AI into their drive-throughs, and businesses in the healthcare, education, fitness and hospitality sectors are utilizing AI and robotics to automate essential tasks. AI is also being implemented into marketing and training programs to increase compliance and consistency across franchise systems.
We asked the following franchise thought leaders what technology their businesses can’t live without. Here’s what they had to say.
Bottom row, from left to right: Tom DuFore, Trevor Rappleye, Justin Waltz
Jeff Powell
“A robust CRM system is a crucial part of our success. We track many different metrics that allow us to make decisions based on facts and not just a gut feeling.” — Jeff Powell
Jonathan Hill
“Tools that allow you to manage your enterprise, target core clientele, fuel franchise development and offer insights on where your key suppliers and franchisees are in the franchise process are essential to the success of a franchise brand.” — Jonathan Hill
Kate Pawlowski
“At DDH Home Organizing & Move Management, two technologies have become indispensable as we scale. On the franchising side, Delightree, an AI-powered franchise operations platform, has transformed how we onboard and support new franchisees. It houses our training modules, standard operating procedures (SOPs) and playbooks in one place, and its AI-powered search means a franchisee can get an instant answer to an operational question at 9 p.m. the night before a big move, without waiting on a call. For our core New York City home organizing and move management business, Slack, a cloud-based team communications platform, is the backbone of daily execution. We run a dedicated channel for every single job, so our organizers, movers and project leads stay in sync in real time, from initial walkthrough notes to last-minute client changes. Together, these tools let us keep the same standard of care whether it’s our original team on the ground or a new franchise location just getting started.” — Kate Pawlowski
Aaron Harper
“When it comes to technology at Rolling Suds (a residential and commercial power washing franchise), we prioritize tools that streamline operations, enhance customer experience and ensure efficient communication. This includes POS for transactions and inventory management and CRM software to track every customer interaction. Leveraging data analytics for insights into sales trends and operational efficiencies is increasingly valuable in optimizing performance across our network.” — Aaron Harper
Tom DuFore
“The one technology that I cannot run my business without is Microsoft 365. My choice may seem basic, but nearly everything I do day-to-day flows through the Microsoft suite. We use the email client, Word, Excel and a variety of other products every day to support our clients and team members. Nearly all of my communication, deliverables and writing go through a Microsoft 365 tool. Microsoft can get a bad rap at times, but for me, it is essential.” — Tom DuFore
Trevor Rappleye
“Premiere Pro allows us to tell stories for the franchise brands we serve. It allows us to take three days of footage, over 20 hours of content and over 1,000 B-Roll clips — and turn it into a masterpiece of a 30-90 second video. We can easily make hundreds of videos from our filming day, and that software allows us to do that. Frame.io is a video feedback software that allows clients to go in and pinpoint, down to the second, what they liked or what they want changed in the video. They can circle, draw and get as intense as they want. It then alerts us, and all the notes are in one place.” — Trevor Rappleye
Justin Waltz
“Under my leadership, we’ve integrated proprietary AI advancements into The Junkluggers’ appointment center and marketing to optimize customer data use. I firmly believe technological innovation is the way of the future, so incorporating AI will help us stand out among competitors and streamline operations.” — Justin Waltz
