Great Clips has a driving focus to use technology and innovation to create a great experience for its customers, franchisees and their employees, which is why it is implementing a new salon management solution called Salon X.
Short for Salon Experience of the Future, Salon X is a multi-year initiative that will enhance the way Great Clips serves and engages with customers, according to Great Clips Vice President of Business Intelligence and Technology Mari Fellrath.
Great Clips does not take its technology efforts lightly. As an example, Fellrath noted that the brand was the first in the industry to provide customer online check-in back in 2011, an innovation brought to Great Clips by their POS vendor, Innovative Computer Software. “Online Check-In has changed our business and provided customers with the ability to manage their time and reduce their in-salon wait,” stated Fellrath.
“For Great Clips to continue to grow, it is necessary for us to stay current with technology, and find ways to differentiate ourselves from the competition,” Fellrath said. “Salon X provides us with the foundation for today and for the future.”
The solution is already being used in almost 1,700 of Great Clips’ 4,400 franchised salons, and the brand will continue the rollout throughout 2020. Most salons are expected to be converted to the new platform within the next 12-18 months, and all new Great Clips locations will open with Salon X.
This new system creates efficiencies in many areas of the business, from franchisees to their salon managers and stylists, to customers. For example, franchisees can easily access the salon management applications from outside the salon, on any device, at any time, with changes happening in real time.
It benefits franchisees’ managers by providing access to the POS and salon management apps from multiple access points in the salon, as well as access to the Great Clips training platform.
Franchisees’ stylists benefit from having two lanes for check-in and checkout to reduce congestion at the front desk. “These are just a few examples of the power of this solution,” stated Fellrath. “Salon X simplifies the point-of-sale and customer entry processes and helps a franchisee’s staff focus on connecting with and serving the customer.”
For customers, Salon X gives them options on how they want to interact with the brand. This includes how the customer wants to check in and pay and how they want to connect with the brand between visits and receive communication.
Fellrath adds that Great Clips will use the standard tools it already has in place to train franchisees on how to use the new system, including webinars, our University platform, presentations and market visits.
“We collaborate closely with our franchisees to pilot and beta new solutions, gather feedback and input and then use these to develop self-guided implementations,” Fellrath said.
Great Clips prides itself on putting customers first, and Salon X will help tremendously in that endeavor. Fellrath is excited for what this new technology will mean for the brand.
“There are many benefits to this new solution, both now and in the future,” Fellrath said. “Great Clips has always been focused on the customer, and on using technology to innovate around the core customer experience that our franchisees’ stylists deliver every day to thousands of customers. This new platform uses technology to build efficiencies, improve connections and make things easier. And that’s a win for everyone.”