Chem-Dry Franchise Owners Benefit From Proprietary Scheduling System
Booking and keeping appointments is simple and manageable thanks to a custom-built system that blends seamlessly with other business functions
Providing great service to every Chem-Dry cleaning franchise customer begins with booking an appointment. That’s quickly and easily done thanks to OnTrack, Chem-Dry’s proprietary customer relationship management, or CRM, tool.
“OnTrack allows franchise owners to keep track of customers, book appointments, track schedules, create invoices and is integrated with QuickBooks, so they can take care of their accounting needs with it as well,” says Roxanne Anderson, OnTrack Specialist. “It’s a very robust CRM that lets a Chem-Dry cleaning franchise owner stay on top of many important aspects of his or her business.”
Support available from day one
New Chem-Dry franchise owners don’t have to wait for OnTrack to be available to them; they have access from their first days of operation,” Roxanne explains.
“It’s a web-based, cloud program, so as soon as we are notified that someone has come on board, we set them up with a user ID, login and password, and then they can get in whenever they want, wherever they are, and begin to go through the online training and get their system set up right away.”
One major benefit of OnTrack is that all new Chem-Dry cleaning franchise operations are using it, so if owners need to compare notes with each other, or with Roxanne or anyone else in the corporate offices, it’s easy to do so.
“Having all of us on the same system adds a lot of value,” Roxanne says. “If an owner is having trouble with a particular function or issue, we’re able to jump in and quickly get the problem taken care of.”
Business-tracking function aids profitability
Another core value of OnTrack is its ability to provide real-time client information as well as historical information. That lets every Chem-Dry cleaning franchise owner follow up with customers and book repeat business more effectively, as well as stay on top of marketing and other expenses to gauge and measure performance and ROI.
“As new franchise owners get established, they can track their performance month over month, and then year over year,” Roxanne says. “That lets them really know their business and run it more effectively every month and year. They can see when there are lulls, for example, and then market more aggressively or call former customers to fill those gaps.”
In fact, OnTrack allows for all marketing efforts to be monitored, so information can be collected from mailers, door hangers, online campaigns and more. It also keeps a full history of every customer, so tailored, targeted marketing to individuals can be done as well.
“That’s really valuable, because Chem-Dry cleaning franchise owners want to concentrate their efforts on what’s working,” Roxanne says. “But OnTrack also tracks customer orders and history, so a franchise owner can do some research before visiting an existing customer and see what services were performed the last time — and what hasn’t been done. With that background, they can upsell new services and options, and deepen that customer relationship. OnTrack really does help every franchise owner run — and build — their business more effectively.”
Chem-Dry is the world’s largest carpet and upholstery cleaning franchise with nearly 3,500 franchises in 51 countries, serving 10,000 homes and businesses a day. Chem-Dry has been Entrepreneur magazine’s top-rated carpet cleaning franchise for 29 straight years. The Chem-Dry Hot Carbonating Extraction process delivers a faster-drying, deeper and more environmentally friendly clean that appeals to both home and business owners. In addition to carpet and area rugs, Chem-Dry provides tile and stone, granite countertop, leather and upholstery cleaning.