5 Keys to 30+ Years of Success: PACK & SEND’s Pivot From B2C to B2B, Tech Investment, and the Power of ‘Store Connect’
Episode Timeline
- 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 before opening their own centre
- 3:19 – Ongoing training focusing on business development and operational growth
- 4:25 – Needs-driven training approach based on varying franchisee experience levels
- 5:00 – Transition from a B2C model to include a B2B service approach
- 6:57 – How PACK & SEND delivers training to develop franchisee skills
- 8:21 – The brand’s solutions-provider focus, particularly in the B2B market
- 10:45 – Building customer relationships and understanding client needs
- 12:21 – Technology investments and platform innovations at PACK & SEND
- 14:44 – New CRM system enhancing visibility and B2B sales focus
- 16:21 – ‘Store Connect’ concept: collaboration among 150+ ANZ store units
- 19:50 – Wrap up
The PACK & SEND franchise business in the freight and logistics service industry for retail customers as well as the small to medium sized business sector (B2B).
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
