Zabka Has Implemented An Innovative System Based On A Salesforce Cloud Solutions
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Zabka Has Implemented An Innovative System Based On A Salesforce Cloud Solutions

This tool may help improve the quality of service for nearly 6,000 franchisees working with the network

June 07, 2021 // Franchising.com // Zabka Polska has implemented a unique cloud-based solution for franchise network management, based on Salesforce. The new Franchisee Relationship Management System  integrates data previously available in various applications in one place, providing even better and faster service to almost 6000 franchisees of the Zabka chain. By simplifying and accelerating many processes, the scalable platform will support the company’s needs for expansion. Accenture Poland is the technology partner responsible for the implementation of the system in the network.

The introduction of a new tool for managing data and contacts with franchisees is another step on the way to better matching services and products to the dynamically changing needs. Thus, Zabka entered the next stage of digital transformation of the organization.

Almost 6,000 franchisees already working with our network have always been in the center of our attention, and that’s why we are systematically improving the quality of our client service. The implementation of Salesforce has enabled us to create a multi-layered ecosystem, linking the headquarters and operations teams (using Salesforce FRM) with franchisees and sales partners (using the Cyberstore application) functionally and process-wise. FRM and Cyberstore tools work together in real time. They allow us, among other things, to operate a centralized recruiting model, drive field network transformation through profiled communications, and enable real-time monitoring of store service performance. We believe that the new system will help us support our franchisees even better, which in turn will translate into an increase in their engagement and satisfaction with the cooperation with Zabka - emphasizes Tomasz Blicharski, Managing Director of Zabka Future.

Thanks to the new cloud solution, Zabka has built a unique system that provides access to the aggregated data (360 view) about franchisees and stores for the purpose of direct communication with franchisees and sales partners via the Cyberstore application. The available data model and functionalities enable simple and convenient management of relations with franchisees on the part of headquarters teams and operational staff, as well as provide tools for effective handling of internal processes and communication related to franchisee support.

The solutions provided by Salesforce have helped optimize many business processes, as well as the existing ERP systems or back-office support. The tailoring of solutions to Zabka's needs allows for a gradual migration of business processes from multiple systems to a single location, simplifying and accelerating the work of almost all departments.

We are proud that Zabka Polska has joined the group of our clients. Thanks to our vast experience we can create the world's best solutions tailored to the needs of franchisees, using Salesforce, which has been appreciated by the world's largest retail chains. Zabka with its very fast paced expansion needed a solution that is easily scalable and follows the pace of growth, but also changing expectations. Zabka's example shows that Salesforce ecosystem is not only CRM, but offers many other solutions that comprehensively support digital transformation as well. We are confident that Zabka's franchisees and employees will quickly see the benefits of implementing a new, completely innovative not CRM, but FRM that we have built - comments Petra Jenner, General Manager and Senior Vice President Europe, Middle East and Africa, Emerging Markets at Salesforce.

Using its technology and industry experience, Accenture Poland is the technology partner responsible for the implementation of the Salesforce FRM system.

Jacek Borek, Managing Director Accenture Technology at Accenture Poland added: - Experience in large IT transformations based on the Salesforce platform enabled the 30-person Accenture team to smoothly go through all the stages of implementation: requirements analysis, building solution architecture, configuration, development, deployment, testing, training and system maintenance in production. Due to the pandemic, the project was conducted remotely, including dozens of business workshops and trainings. The solution is already being used by more than 300 Zabka business users from its headquarters and regional locations, and another 300 will start using the platform in the coming weeks. Salesforce will allow them to perform their daily duties faster and more efficiently, providing a user-friendly interface that centralizes information about applicants, franchisees and stores.

The new platform has improved the efficiency and effectiveness of field operations, which translated into an increased franchisee and sales partner engagement. It also enabled real-time monitoring of service levels and performance of internal and external suppliers, which allows immediate decision-making based on reliable data. Additionally, construction of the Salesforce Competence Center will ultimately allow Zabka to independently develop its own competency platform, enabling further growth and scalability to meet the needs of expansion.

SOURCE Zabka Polska Sp. z o.o.

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