Tag: case study

Premium Service Brands is a multi-brand franchisor with franchisees in a variety of home services niches, including painting, housecleaning, plumbing, and garage door services. The company has tapped into a lucrative market of homeowners who would rather pay someone to complete home improvement and services projects than do it themselves. By saving homeowners time and providing expert help in eight different verticals, Premium Services Brands has grown into an industry leader. 

Challenge

Premium Service Brands prides itself on providing franchisees with the training and support they need to carve out a lucrative niche within their industries. Franchisees are able to take advantage of:

• Expert training and guidance from the corporate leadership team
• Marketing and advertising research and strategies for franchisee territories
• Established brand presence and credibility
• Franchise management resources designed to help franchisees succeed
• Support from a network of home service franchisees
• Culture of honesty, integrity, and respect

Still, Premium Service Brands wanted to provide even more support by way of systemwide social media management and marketing tools. They needed a way to help franchisees build a local presence and streamline the process of creating content, managing reviews and customer engagements on social media, and growing their brands’ presence through social platforms.

Related: Spice & Tea Exchange Case Study

Solution

To meet their objectives, Premium Service Brands turned to Rallio, which has been able to provide both the social media technology and the localized content and strategy that aligns with the franchisor’s mission and values, which they describe as follows: 

• Cultivate a passion for our work
• Treat all individuals with respect
• Honor and deliver on our promises
• Strive for continuous improvement
• Build a foundation of honesty and integrity
• View customer service as a way of life
• Have fun, be healthy, and live well

Rallio’s platform allows the franchise and its franchisees to deliver on these promises by enabling local owners to connect directly with their communities. With varying tiers of service, the Rallio platform provides these owners with one dashboard where they can create and publish content across platforms. Built-in artificial intelligence technology makes content creation even easier. They are also able to respond to customer reviews, comments, and inquiries quickly, increasing engagement and customer satisfaction.

Some owners also choose to opt in to the Rallio Local Premium or “Lite” program to further increase followers, engagement, and brand awareness in their local communities. These programs each offer varying levels of services, depending on how involved a franchisee wants to be in their social media marketing. 

Results

Premium Service Brands franchisees who invested in either the Rallio Local premium or Local Lite program have experienced month-over-month growth of their social media pages. Locations that have opted into some level of Rallio Local services are able to have content consistently posted on their pages. At the Premium level, franchisees can have content boosted for greater reach and ensure daily responses to messages and reviews. 

The combination of Rallio local-specific technology, AI, and social strategy does some or all of the heavy lifting to save franchisees time. In addition, locations utilizing Rallio Local Premium or Lite have also outperformed other locations. Here are some of the growth statistics since starting in March:

Rallio Local Premium clients 

• Increased their published posts by 1,208
• Boosted follower counts by 325
• More than doubled average daily post engagement 

Rallio Local Lite clients 

• Increased their published posts by 489
• Boosted follower counts by 174
• Nearly doubled average daily post engagement 

Conclusion

Working with Rallio has given Premium Service Brands the extra support they need to meet their goals while “having fun, being healthy, and living well.” The franchise seeks franchisees who share their commitment to customer service excellence and passion for their work. It’s no surprise they would expect the same from a social media marketing partner, and Rallio does not disappoint.

To learn more about Rallio Local Premium and Lite services, contact us at rallio.com.

Assisting Hands is a provider of home healthcare services to people of all ages, founded on the principles of caring for others in a way that we would also want to be cared for. Through a nationwide team of trained professionals who feel called to give care, Assisting Hands provides non-medical in-home healthcare in the privacy of a client’s home or in an assisted living facility, 24 hours a day, 7 days a week. As one of the leading in-home care franchises, the company is a member of the International Franchise Association and has earned numerous accolades as a top franchise by organizations like Franchise Business Review and Entrepreneur’s Franchise 500Ⓡ.

Challenge

Prior to working with Rallio, Assisting Hands did not have a systemized way to manage and grow its presence on social media at both the corporate and local franchisee level. “When we started, our brand only had 30 locations and we were excited to leverage Rallio’s technology to increase our brand uniformity and begin posting on social media for all our locations,” says Andrew Dahle, Chief Operations Officer of Assisting Hands.

Lack of consistent branding can be a real problem for franchisors as their franchisees begin posting on their own local pages. The end result is oftentimes a disjointed brand that lacks the type of recognition needed to build credibility and trust among followers and customers. This brand recognition is critical in the home healthcare industry, where consumers need to feel a brand is trustworthy before allowing them to work with their loved ones in a healthcare capacity.

As HomeCare magazine points out, “Nothing dissuades consumers more than a moving target. Yet many small businesses tend to struggle with brand consistency. Even the slightest change, such as a minor color alteration, may prove disastrous. Therefore, brand consistency is mission-critical. Business owners who have less experience in the marketing world may assume that so long as banners, posters or ads look good they will see decent results. In reality, all materials need to fall within the given parameters of the brand — meaning color, design and overall appearance must be consistent with all other materials, such as a logo, website, letterhead, etc.”

Solution

Rallio’s platform allows for a high level of branding consistency by providing controls and permissions from corporate down to the location level. Assisting Hands headquarters and multi-location owners have the ability to syndicate assets to franchisees from one central dashboard, while viewing deep analytics on the engagement, follower growth and other data across the brand. At the location level, franchisees can also schedule posts using local content such as photos and videos to help build their local audience.

Meanwhile, the dashboard also pulls in post engagements such as comments and likes, plus direct messages and online reviews from connected review platforms. This enables all locations to consistently reply to their followers and clients, boosting their overall online reputation and ensuring every client feels heard and cared for.

Results

With Rallio’s technology, Assisting Hands has seen consistent growth of its social pages, helping them achieve the brand recognition and trustworthiness they need among its audience. Beyond that, Assisting Hands has established a partnership with Rallio that ensures they always have the latest technology solutions to help them navigate their growth and achieve new marketing goals.

“Over the years, I’ve been impressed with Rallio’s commitment to innovation; they are determined to remain cutting edge, not just relevant,” says COO Dahle. “We now have over 80 locations, and we use Rallio as an integral part of our branding — from posting on social media to replying to reviews and all the analytics in between. The whole Rallio team is always professional and willing to help. I wholeheartedly, without reservation, recommend Rallio!”

Related: Case Study: How Local Content Boosts Engagement and Follower Growth for The Spice & Tea Exchange

As a multi-location retail franchise organization with over 570 locations nationwide, Pet Supplies Plus (PSP) relies on strong relationships with its customer base. These customers, known as “neighbors,” are accustomed to friendly service, a large selection of pet products and services, and quick responses to any questions or concerns. As such, when the pandemic forced lockdowns, reduced store hours and other challenges upon the chain and its clientele, it was a turbulent time for everyone involved. 

Neighbors were panicked about making sure they could get food and supplies for their pets. We all remember seeing empty shelves and lines wrapping around buildings at retail establishments like PSP as people rushed in to fulfill their essential needs. Meanwhile, PSP franchisees, who had invested time, effort and life savings into their businesses, were unsure how to address the seismic shift to their “business as usual” and didn’t know what the future would hold. 

In order to continue serving their neighbors as well as operating under these stressful circumstances, PSP found they needed to increase their usage of social media and digital platforms. More specifically, they needed a way to continue communicating with their audience, responding to online comments and reviews, fulfilling their essential needs, and providing a safe, friendly shopping experience. As more and more people took to social media and platforms like Google My Business to discover their local PSP’s latest operating hours and updates, PSP knew they couldn’t rely on foot traffic alone to connect with their neighbors; they had to entirely alter certain methods of operating their business so they could accommodate their neighbors’ needs while hitting their own numbers.

With Rallio’s help, the brand has been able to address these obstacles and even exceed their neighbors’ expectations. As the preferred technology supplier for PSP, Rallio provides the social media SaaS and employee advocacy platform needed to manage, schedule, optimize and grow the chain’s entire social media presence — from corporate down to the location level. Below, we’ve outlined the major challenges faced by the brand during the pandemic, the solutions we provided, and the results of our efforts. With the help of Rallio’s technology and services, PSP has been able to not only weather these challenges, but even thrive in a time when other pet product retailers have not fared well.

Related: Case Study: How Rallio’s Employee Advocacy Platform Boosted Engagement for Pet Supplies Plus

Challenge 1: Restricted Hours

When lockdowns began across the country, COVID-19 regulations required stores to reduce their operating hours. Although such changes would ordinarily be easily communicated through platforms like Google My Business (GMB) and Yelp, the process was not quite so simple at the time: GMB and Yelp had introduced platform limitations that required a lengthy approval process for any changes submitted. This meant that PSP locations were challenged in trying to communicate important changes of hours with their neighbors.

Solution: Rallio’s Directory Listings

Our Directory Listings platform allowed us to update PSP’s hours across hundreds of individual listings and avoid platform limitations. Using our listings technology, our team worked tirelessly to adjust their hours and ensure these critical updates reached PSP’s customer base. 

Results

All store locations had accurate listings information across multiple listings platforms, which led to a positive customer experience and reduced the chances for negative reviews. Ultimately, neighbors were kept informed so they would be able to visit during business hours and get essential food and supplies for their pets.

Challenge 2: Negative Online Reviews

As the pandemic unfolded, many businesses, including PSP, were subject to negative online reviews related to various state-mandated safety measures, such as mask-wearing requirements and restricted shopping hours. 

Solution: Custom Review Responses

While this type of feedback was to be expected, Rallio was able to help PSP mitigate the effects of any negative online reviews and comments. Rallio’s brand management team worked with PSP’s corporate team to create custom COVID-19-related review responses. 

Results 

Using the Rallio platform — where reviews are pulled into one central dashboard from major platforms like GMB and Yelp — our Rallio Local team was able to respond to the vast majority of reviews within 24 business hours. A 99% review response rate was maintained across all review platforms for the entirety of 2020. 

Related: 4 Big Reasons You Should Outsource Your Social Media Marketing

Challenge 3: Canceled Events

In the weeks prior to the pandemic, custom event content had been created and scheduled out for locations’ social media pages. However, all in-store events had to be canceled due to COVID-19. Therefore, locations needed a way to remove these events from their queues quickly and efficiently.

Solution 

Over 200 custom-created in-store event content pieces were removed by the Rallio Social Strategist team, and all PSP neighbors were notified of the cancelations. Through the Rallio platform, additional event closure content was published to 200-plus store social pages.

Results

Our efforts to keep PSP pages updated led to a more consistent and accurate social media presence across locations. It also allowed for hundreds, if not thousands, of neighbors who had RSVP’d to these events to be notified. In addition, the neighbors who rely on PSP-hosted, recurring mobile vet clinics for preventive pet care had the chance to come up with alternate options.

Challenge 4: Alternate Shopping Methods

Due to reduced hours or restricted in-store shopping, PSP needed alternate shopping services to be emphasized and advertised across multiple social media platforms.

Solution 

Using Rallio technology, curbside pickup and delivery service content was published to 250-plus store social profiles. Custom ads were created for these services in each individual local market.

Results

These services generated additional income across the brand and allowed PSP to continue serving their neighbors throughout the pandemic. In 2020, over $1.7 million in purchase conversions was generated by local social media and vendor ads.

Related: Don’t Feed the Internet Trolls: 3 Ways to Handle Negative Online Engagements 

Conclusion: Technology + Team = Real Results

Rallio’s technology and services have been imperative to PSP’s ability to navigate the social landscape during the COVID-19 pandemic. Our technology has enabled PSP locations to stay connected to all of their neighbors via reviews, DMs and comments, as well as get valuable messages and updates out to their entire franchise network and their followers. 

On the service side of things, because PSP has a full rollout of Rallio Local services, all of the above was able to be executed by a team of dedicated Social Strategists who use Rallio technology to highlight important services (curbside and delivery) and facilitate valuable connections with their local communities.

Are you navigating pandemic-related challenges of your own, or just need some assistance making sure your social media pages are working as hard as they should be? Contact sales@rallio.com to schedule a no-obligation demo of our platform and services, or visit this link to shop online.