On-call phone service for networks and franchises
Why centralize on-call duty across a franchise network?
Outside opening hours, a franchise network often has to handle urgent requests from many locations: equipment failures, security incidents, questions from customers or franchisees.
Without a centralized setup, each store runs its own on-call duty in isolation, with the risk of unanswered calls and procedures that differ from one location to the next.
With Planitel, headquarters can set up a single on-call number for the whole network, while still routing each call to the right person for the store or brand concerned.
One number per franchisee, one control center for headquarters
Each location or franchisee can have its own on-call schedule, with its own teams and hours, while remaining visible to headquarters from a shared interface.
Calls are automatically routed to the on-call person at the store concerned, according to the defined schedule, with no manual handling and without relying on call forwarding set up individually by each franchisee.
Headquarters keeps an overview of the entire network, while each franchise stays in charge of its own day-to-day management.
A shared schedule that is easy to keep up to date
The on-call schedule is available online to every franchisee or store manager, who can enter or change their own time slots without going through headquarters for every change.
If someone is unexpectedly absent at a location, the person concerned can adjust their on-call shift in a few clicks, wherever they are, to keep the service running.
Escalation scenarios can also be set up at regional or national level, so that a call not handled locally automatically moves up to an area manager.
Detailed tracking, store by store
Planitel provides accurate statistics on each location's on-call calls: call volume, response times and missed call rate.
With this data, network headquarters can identify stores that need extra on-call coverage, align practices across franchisees and improve the service quality customers experience, whichever location they contact.