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?

Phone – Toll-free Support & Voicemail

Help Desk Support Request Ticketing & Email

Ways of accessing support are:

Case Intranet a.k.a Online CommunityWith the help of the Case Intranet located in RedHouse, 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.

Media BuilderOnline SupportDiscussion Forums

Case of Knowledge Alliance DirectoryCalendar

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 firstcome here 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

Discussion Forums can be used by any employee who has access to RedHouse

These forums can be used to have discussions between Franchisees or corporate staff team members

There are 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?OwnersGeneral ManagersSales RepresentativesOffice ManagersHome Repair Specialists.

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.

New Franchise Orientation

Sales Training5 daysTopics include:

• Case Culture• CJES – In home estimating• The HM Processes – Sales, Production• Marketing – Grass Roots, Networking.

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.

Franchise Management 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.

Business/Office Manager Training

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 - ManagementProduction – Hiring, profitabilityOffice ManagerMarketingFinancials.

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

Quickbooks Pro Microsoft Word

CJES

Red House

= An integrated System for the Handyman Business

Accounting

Close OutJob

Update Accounting

Specialist Produces

Lead Calls Office

Enter ClientData

Sales Call Sch’d

Or HRS Sch’dPrint

Schedule

Estimate Project

Create and Print Contract

Export to Red House

Close Sale Print Project PackageProcess

Sale

Schedule the Project

Legend

Client

Red HouseCJESQB

Future Project

Client Meeting

No

Sale

Meeting Canceled

Follow-upMarketing

Update Database

Now let’s go take a Now let’s go take a

look at Red House.look at Red House.