What has made the PACK & SEND franchise what it is today? The brand has been in the market for 30+ years and seen the role it plays transform before our eyes.

We asked Kate Fellowes, Head of Learning & Development, to hone in on 5 key things that have been crucial to the business.

The PACK & SEND brand originally was focused on individual customers coming to them in their retail locations. What Kate explains in particular is a whole other market that opened up to the brand some time ago with the B2B market and helping SME’s with freight solutions on a larger scale.

The key things Kate covered are;

• Initial and ongoing training and development for franchise partners
• The impact of the brands change from being a traditionally B2C business earlier, to now also a B2B service business
• The solutions provider focus of the brand to B2B in particular
• Investments in technology platforms
• The concept of ‘store connect’ within the network

0:00 Intro

1:11 Initial and ongoing training and development for franchise partners

2:35 Building on initial training with an existing franchise partner in their centre before opening their own

3:19 Ongoing training and its focus to build on especially the business development side of things

4:25 Needs-driven approach to the training where some have experience, and others don’t

5:00 The impact of the brands change from being a traditionally B2C business earlier, to now also a B2B service business

6:57 How they go about delivering the training to develop skills

8:21 The solutions provider focus of the brand in particular which comes through the B2B market

10:45 Building relationship with customers and understanding their needs

12:21 Technology and the varying platform investments by PACK & SEND that have been crucial in the business

14:44 The newest system being introduced is a new CRM giving the franchise partners much greater visibility of customer behaviours to enable them to focus their B2B selling focus

16:21 The concept of ‘store connect’ with nearing 150 store units across ANZ and the network helping each other in order to customers done - franchise partners are both suppliers and customers of each other

19:50 Wrap up

Podcast Produced by: www.magneticbusinessmedia.com.au

Franchise Stories and Knowledge Base (our other website): www.franchisebuyer.com.au

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