What Franchises Want in a Phone System: Takeaways from the Authority Brands Convention

What Franchises Want in a Phone System: Takeaways from the Authority Brands Convention

Effective communication is vital for small and medium-sized companies looking to create frictionless customer experiences and win repeat business in today's fast-paced business landscape. It's particularly important for the home services industry, where solid customer relationships hinge on trust and reliability.

Last week, FluentStream representatives had the opportunity to connect with home services franchise owners from across the country at the 2023 Authority Brands Convention, from cleaning and caregiving services to pest control and pet sitting, who shared their thoughts on what they look for in a small business phone system. Here are the top features and benefits they cited.

Ease of Use and Reliability

One thing franchise owners can agree on is their desire for a communication solution that's reliable and easy to use. After all, many entrepreneurs choose franchise ownership for the turnkey revenue opportunity it affords. Since owners wear many hats, there is no time for exhaustive training, troubleshooting, or system management. They need a business phone system that just works.

“Our [FluentStream] phone service is great, and we get our bill like clockwork.”
MaryBeth P., Jones Insurance (Allstate Agent)

CRM Integration

Customer service expectations are at an all-time high, thanks to sophisticated technology and personalization. Delivering on these heightened expectations means being equipped with the right data — a comprehensive view of customer interactions beyond basic call history. Many franchise owners at the event said CRM integration was a key feature.

Business phone solutions that readily integrate with popular CRMs like Salesforce and Microsoft Teams allow businesses to view caller details from their sales database when an incoming call is received, or prepare for an outgoing sales call with customer data at their fingertips.

FluentStream customers like Homewatch CareGivers appreciate the ability to integrate with healthcare software like KanTime, which provides easy access to caller data like medical records to streamline patient care. KanTime’s web-based platform, along with FluentStream’s easy-to-use, HIPAA-compliant phone solution, also allows Homewatch owners and administrators to keep data secure and eliminate the need for costly servers and IT staff.

“FluentStream is among the preferred vendors we recommend to our franchise owners. FluentStream’s services are adaptable and HIPAA-compliant, which are critical for our mobile workforce that relies on dependable communication services to best serve the needs of our clients.”
Rebeca B., Business Partners Support Manager, Homewatch CareGivers

Affordability and Flexibility


Unsurprisingly, franchise owners told us they don’t want to overspend on their business phone system. They also weren’t keen on being locked into a one-size-fits-all agreement that limits their ability to grow, evolve, or switch plans.

“I was very happy to go with FluentStream for my franchise because they have a full-featured solution at a very reasonable price.”
Tim B., Franchise Owner, Homewatch CareGivers

Text Messaging

Franchise owners recognize the importance of meeting customers where they are. Since 85% of smartphone users prefer mobile messages to emails and voice calls, business texting is key to helping franchises reach customers with important reminders and offers to stay engaged. Many franchise owners we spoke with at the event emphasized SMS as a top decision factor.

24/7, U.S.-Based Customer Service

No franchise owner or operator has time to wait on hold or be transferred from person to person when they have a question or need to troubleshoot an issue. A common refrain among FluentStream franchise customers is that they appreciate the helpful, hands-on support they receive. With FluentStream, customers can call, email, or chat live with helpful support representatives — as opposed to many other business phone providers who primarily offer self-service support and ticketing systems.

“Always friendly and professional.”
Michelle K., Molly Maid

FluentStream’s Franchise Phone Program

During the Authority Brands convention, we debuted a business phone package designed especially for franchises. This phone solution checks all the boxes for what franchisees need, from 110+ advanced business phone features (including SMS) to easy integration with CRM tools like Salesforce and healthcare software like KanTime.

Beyond everyday affordable pricing and award-winning customer service, the franchise package includes a concierge-style onboarding experience, a dedicated customer success manager, custom training and support resources, and more. And through December 31, 2023, franchises can take advantage of special pricing (starting at $19.99 per seat) and $1 handset rentals.*

Click here to learn more about the franchise program and request a quote.

*Terms and Conditions: Promotion is available only to new customers located in the continental United States with a minimum monthly recurring service charge of $50.00 and a term commitment of at least thirty-six (36) months. If a customer receives the benefits of this promotion and cancels service prior to the end of the term commitment, FluentStream may charge the customer for the remainder of the term and the value of the promotional items received, including applicable shipping, handling and administrative costs. FluentStream may determine, in its full discretion, which customers qualify for such promotion and when such customers receive the benefits from the promotion. FluentStream’s Terms of Service apply to all customers eligible for the promotion. This promotion is subject to change without notice and expires on December 31, 2023.

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