Ep49 5 Key Things that have made the PACK & SEND franchise what it is today
Episode description
What has made the PACK & SEND franchise what it is today? The brand has been in the market for 30+ years and seen the role it plays transform before our eyes.
We asked Kate Fellowes, Head of Learning & Development, to hone in on 5 key things that have been crucial to the business.
The PACK & SEND brand originally was focused on individual customers coming to them in their retail locations. What Kate explains in particular is a whole other market that opened up to the brand some time ago with the B2B market and helping SME’s with freight solutions on a larger scale.
The key things Kate covered are;
- Initial and ongoing training and development for franchise partners
- The impact of the brands change from being a traditionally B2C business earlier, to now also a B2B service business
- The solutions provider focus of the brand to B2B in particular
- Investments in technology platforms
- The concept of ‘store connect’ within the network
0:00 Intro
1:11 Initial and ongoing training and development for franchise partners
2:35 Building on initial training with an existing franchise partner in their centre before opening their own
3:19 Ongoing training and its focus to build on especially the business development side of things
4:25 Needs-driven approach to the training where some have experience, and others don’t
5:00 The impact of the brands change from being a traditionally B2C business earlier, to now also a B2B service business
6:57 How they go about delivering the training to develop skills
8:21 The solutions provider focus of the brand in particular which comes through the B2B market
10:45 Building relationship with customers and understanding their needs
12:21 Technology and the varying platform investments by PACK & SEND that have been crucial in the business
14:44 The newest system being introduced is a new CRM giving the franchise partners much greater visibility of customer behaviours to enable them to focus their B2B selling focus
16:21 The concept of ‘store connect’ with nearing 150 store units across ANZ and the network helping each other in order to customers done - franchise partners are both suppliers and customers of each other
19:50 Wrap up
Podcast Produced by: www.magneticbusinessmedia.com.au
Franchise Stories and Knowledge Base (our other website): www.franchisebuyer.com.au
Listen or Watch on;
Spotify: https://tinyurl.com/4pyfc38h
Apple Podcasts: https://tinyurl.com/yc4w5ays
Amazon Music: https://tinyurl.com/yx5s85wa
YouTube: https://youtu.be/hfxSdkRw1z8