CONTEXT / SCOPE
The purpose of this SOP is to provide knowledge on what a franchise account entails, as well as the steps to manage them.
IMPACTED TEAMS
CSM Team
CS Operations
GLOSSARY
CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
Franchise Account - A method of distributing products or services involving a franchisor, who establishes the brand's trademark or trade name and a business system, and a franchisee, who pays a royalty and often an initial fee for the right to do business under the franchisor's name and system.
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
SF - Salesforce
TL - Team Lead
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TABLE OF CONTENTS
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Franchise Account 101
What is a Franchise Account?
On internal terms, the franchise account is a “multi-location” medical account. The franchise account is associated with a main account. In the case of a brand that has several physical stores, franchisees or representatives, each of them can have a franchise account linked to the brand's main account. Some examples are the following:
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4Ever Young
KPCA
Gameday Men’s Health
Key Elements of a Franchise Account
A franchise account boils down to two major characteristics:
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Since the incoming locations each have a new point of contact and separate billing, they are considered to be net new accounts.
Identifying Main Needs
It is crucial to fully identify what the initial needs/goals were for the parent account. Most of the time, the rest of the account locations have to meet the same criteria. Please consider the following points:
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Onboarding a Franchise Account
Onboarding Call
Onboard each new location (account) following the usual process stated in the MT-CS-002: Onboarding for Learning, Compliance and Credentialing Software Accounts v2 SOP
Training Sessions
Training sessions should also proceed normally, following these SOPs:
Adoption
Ensure a successful account adoption by following the steps outlined on the https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4135616513&draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c SOP
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