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
TABLE OF CONTENTS
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:
4Ever Young
KPCA
Gameday Men’s Health
Key Elements of a Franchise Account
A franchise account boils down to two major characteristics:
SF Account Configuration
These accounts consist of one parent account with the initially sold location and main contact, following a growing number of children accounts corresponding to the new locations.
Net New Opportunities
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:
Which account is the parent in SF
Who the initial POC is
What the initial conditions/goals/expectations were
It is highly recommended to get in touch with the RSM that closed the parent account sale (who usually closes the rest of the location deals), to go over the initial account expectations, and to see if any of those expectations will be the same for the new locations. If they won’t, notate the new POC expectations accordingly in the Onboarding Objects, and discuss with your TL and CS Ops if necessary.
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 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
Special Conditions
Stay in close contact with the designated RSM, as there might be special conditions pertaining to the new locations. These conditions may include the following:
Special onboarding process
KYC checklist omission
Group training sessions
Any other specific process omission/addition/change
Remember to also inform your TL and the CS Ops Department for proper teamwork and assistance, and new material/procedures may need to be created. Please look at the https://drive.google.com/drive/folders/1WeW8q7_TjjPJ6_r9vQaPM5cssgze_UBI?usp=drive_link process as an example, but please keep in mind that it will not be the same for other accounts.
Escalations
If any escalations arise, please follow the steps on the MT-CS-005: EscalationsSOP.