Case Franchise Support Training Case Support

Case Franchise Support & Training

Case Support } Who? Who do I call for support? } What? What types of questions can be answered by the corporate support team? } How? How do I access my support options? .

WHO? Who do I call for support? } Pre-Opening Phase: Start Up Coach guides you through the processes & procedures of running your Case Franchise during your start up phase } After Opening: Your main point of contact is your Regional Director, but you also have access to the Help Desk Support System to log, track, & route your issues to resolution.

WHAT? What types of questions can be answered? } } } } Office Processes & Procedures Case Software – Red House, CJES, etc Manuals System wide correspondence and distributed materials Case Business & Accounting Marketing – Materials, retention, etc Site Visit Requests.

HOW? Ways of accessing support are: Phone – Toll-free Support & Voicemail Help Desk Support Request Ticketing & Email

Case Intranet a. k. a Online Community With the help of the Case Intranet located in Red. House, we are able to create a secure, password protected, community where Franchisees and their employees can go to access support and a number of utilities. Calendar Case of Knowledge Alliance Directory Discussion Forums Online Support Media Builder

Case Calendar The calendar lists events happening in the Franchise System: • Open House • Regional & Corporate Trainings • Teleconference Calls • Annual Meetings • National Trade Shows.

File Downloads The File Downloads works in conjunction with Case of Knowledge. Here you will find downloadable documents that are used system wide § Manuals § Zip Files to Send Off to the Printer § Software Updates

Alliance Directory We have compiled a list of links for our franchisees Go directly to manufacturer’s sites, suppliers, industry associations and specialty how-to websites No longer a need to search all over the web, come here first!. first

Franchise Websites Each Franchisee has a Case website Potential clients & employees can find out information about your service area, services, employees, and even schedule a Handyman online All you have to do is supply the information and we’ll supply the format.

Discussion Forums can be used by any employee who has access to Red. House These forums can be used to have discussions between Franchisees or corporate staff team members There also password-protected forums for use by the owners.

Case Online Support By clicking on the “HD Remote” tab from Red House Home Page you can access a team member for remote training/support on your computer.

Support Request Ticketing If you have a need for support, simply fill out a support request ticket, which is sent to the help desk, and then forwarded to the correct team member for a resolution Once you complete a ticket you are given a ticket number that corresponds with that request.

Case Training

Case Training Who? Owners General Managers Sales Representatives Office Managers Home Repair Specialists.

New Franchise Orientation } Orientation & Planning Session } 2 days } Topics covered: } } Intro to Case & HM Business Intro to Case Systems & Processes Intro to Financials & Business Plan Intro to Marketing } Goal: To prepare you for Franchise Management Training.

Sales Training } 5 days } Topics include: • • Case Culture CJES – In home estimating The HM Processes – Sales, Production Marketing – Grass Roots, Networking.

Franchise Management Training } Training Session } 3 days } Topics covered: } } } Sales Process Production Process Recruiting & Hiring Case Systems-Red House, CJES Human Resources } Goal: To prepare you for opening.

Business/Office Manager Training } Training Session } 3 days } Topics covered: } } } } Case Culture Case Systems-Red House, CJES T&M Selling Sales Process Production Process Marketing Human Resources } Goal: To prepare you for opening.

Grand Opening Visit } Hands-On Implementation } 2 days on-site } Topics covered: } } } } HRS Orientation & Training Office Manager Training The T&M & Contracted Processes Red House Orientation & Training Review & Follow up of Business Plan Review & Follow up of Marketing Plan Perform pre-opening compliance review.

Regional Training } 1 day with interaction with Corporate and other franchisees } Topics include: } Sales - Management } Production – Hiring, profitability } Office Manager } Marketing } Financials.

Additional Training Tools } Ongoing Support to Maintain and Grow the Business } } } } Site Visits Regular Reports 800 number Website, Desktop Streaming Sales Trainings Regional Trainings Red House Online Training Teleconference Discussions

Software Relationship

CJES Red House Quickbooks Pro Microsoft Word = An integrated System for the Handyman Business

Sales Call Sch’d Enter Client Data Lead Calls Office Follow-up Marketing Meeting Canceled Update Database Client Meeting Estimate Project No Sale Legend Client Red House CJES QB Create and Print Contract Close Sale Export to Red House Future Project Print Schedule Or HRS Sch’d Process Sale Schedule the Project Accounting Close Out Job Update Accounting Print Project Package Specialist Produces

Now let’s go take a look at Red House.