Touch Up Guys
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Overview
The Touch Up Guys are Australia’s and New Zealand's largest & most experienced mobile paint, bumper and vinyl repair specialists. Dramatic growth of their franchise and a desire to better retain, manage and share their corporate knowledge led the Touch Up Guys to search for an all encompassing knowledge management solution. Their search culminated in their decision to partner with the Intranet specialists HDIS Australia in implementing the Claromentis solution.
brief
With a franchise network of over 150 in Australia and New Zealand operating out of owner operated vans, the Touch up Guys faced typical information redundancy problems. In a business that demands perfection, an outdated ‘colour tint’ reference sheet or a missed training session can cost a lot of time and money.
The other primary concern was the amount of knowledge either being lost or at the very least, not shared amongst the network of franchisees. A solution was required that would allow for users to simply add content to the portal which could then be shared amongst other users. Furthermore a dedicated permissions system was required to ensure only relevant users view the appropriate information.
To deliver all this information which includes manuals, videos and FAQ’s, the Touch Up Guys leveraged the growing viability of wireless broadband internet, allowing users to log into the system on site and even while traveling.
benefitsAs Glen Hawken says “Claromentis now allows me to control all our internal and external information, from the website, to clients and suppliers through to our franchisees, with ease and flexibility”. Another important benefit being realised by the Touch Up Guys is the ability to offer their franchisees value added services such as Customer Relationship Management and website authoring tools. No longer will franchisees have to seek their own document management and CRM software solutions, as with Claromentis, the solution is entirely scalable. adaptableWhile using most of the ‘Out of The Box’ functionality, there were some specific requirements that the Touch Up Guys required to meet their needs. This included a simple post office locator on their public facing website, to enable new customers or prospective franchisees to quickly find a Touch Up Guys in their area. It also needed to be customised so those users with slower internet speeds could still have fast access, something which was solved with a specially designed visual interface. |
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