Growing a Franchise
Selecting the right IT supplier is crucial for franchise success, requiring industry expertise, scalability, strong service agreements, and proven reliability in franchise technology.
Franchise technology is the backbone of modern franchise business opportunities, helping franchisees streamline operations, manage customer relationships, and scale effectively. Choosing the right IT supplier is critical, and as Jason Neef, CEO of Kicksite, explains, franchisees need to approach this decision with careful consideration. With nearly two decades of experience working with franchise businesses, Neef offers valuable insights into selecting the right technology partner for a franchise from the supplier’s point of view.
"Before evaluating software, franchisees need to understand their business structure — how they operate, how they handle fees and what their growth objectives are," Neef said. "If they have a clear picture of what the franchisee needs to be successful and what the franchisor expects, they can approach software evaluations knowing exactly what they require and what the supplier must deliver."
Franchise suppliers vary widely in expertise, and it's crucial to work with a provider that understands your sector. "You need to make sure the supplier specializes in your industry," Neef said. "For example, Kicksite’s specialty is in management solutions for martial arts schools. We wouldn’t be of any value to a restaurant franchise because our experience doesn't apply."
Once franchisees narrow their search to industry-specific providers, they should assess longevity and credibility. "Anyone can present a polished website and claim to be the best," Neef said. "I could sit in my basement, working in my pajamas with no real support, but online it could look like I run a phenomenal company. That’s why it’s so important to verify experience, not just within your industry but also in how long they’ve been around. Your franchisees will rely on these suppliers, so their reputation reflects on you."
A service level agreement (SLA) defines the relationship between the franchise and the IT supplier. "SLAs are critically important," Neef said. "Everyone using our platform must agree to our terms of service, which outline deliverables and expectations from both sides."
According to Neef, franchisors should establish two separate SLAs, one between the supplier and the franchisor and one between the supplier and franchisees. "The franchisor needs to set clear guidelines on how the IT provider should support their network, and franchisees need to know what level of service they can expect,” he said. “The agreements may look different, but both are necessary."
"A company that has been around for a decade or two has clearly figured out how to take care of customers," Neef said. "It’s difficult to assess a private company’s financial stability, but there are ways to gauge reliability. Look at how long they’ve been in business and how many employees they have."
Franchise marketing strategies often depend on reliable IT solutions, so stability is key. "Google reviews tell you a lot," Neef said. "They don’t necessarily reveal financial stability, but they provide insight into how well a company serves its customers. If a business has been around for years and has strong reviews, that’s a good sign."
A franchise technology solution should grow alongside the business. "Once you know what the software needs to deliver, you should ask suppliers about their ability to scale," Neef said. "How many developers do they have? Are they offshore or in-house? How quickly can they adapt if your business expands?"
Scalability isn’t just about handling more locations. It also applies to data and communication needs. "If I want to send emails or text messages, can the system handle it? What happens if I go from sending 1,000 messages a month to 100,000?" Neef said. "These are the questions franchisees should ask to ensure their IT partner can support long-term growth."
"Google reviews are an unbiased way to gauge quality," Neef said. "They won’t tell you everything, but they give insight into customer experiences. Another factor is infrastructure — how is the company structured? How many people do they have handling support and onboarding?"
How an IT supplier responds to negative feedback also matters. "The way a company handles bad reviews says a lot about how they’ll treat you," Neef said. "Franchisees should also look at a supplier’s website and social media presence. Are they focused on their customers’ success, or are they just promoting themselves?"
An IT supplier’s messaging can reveal a lot about its priorities. "When you look at a company's website or social media, pay attention to how they communicate," Neef said. "Are they focused on how great they are, or are they focused on helping your business succeed? A good partner should be more concerned about your success than their own."
Franchise technology plays a critical role in business success. By thoroughly vetting IT suppliers, franchisees can ensure they partner with a company that not only provides the right tools but also supports long-term growth and reliability.
1851 Franchise's Supplier Database is designed to help franchises find the right supplier. If you're looking for help with finances, marketing, real estate or other services for your business, visit https://1851franchise.com/supplier/.
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