Case Franchise Support & Training

1. Case Franchise Support & Training

2. Case Support • Who? Who do I call for support? • What? What types of questions can be answered by the corporate support team? • How? How do I access my support options?.

3. WHO? Who do I call for support? • Pre-Opening Phase: Start Up Coach guides you through the processes & procedures of running your Case Franchise during your start up phase • After Opening: Your main point of contact is your Regional Director, but you also have access to the Help Desk Support System to log, track, & route your issues to resolution.

4. WHAT? What types of questions can be answered? • Office Processes & Procedures • Case Software – Red House, CJES, etc • Manuals • System wide correspondence and distributed materials • Case Business & Accounting • Marketing – Materials, retention, etc • Site Visit Requests.

5. HOW? Ways of accessing support are: Phone – Toll-free Support & Voicemail Help Desk Support Request Ticketing & Email

6. Case Intranet a.k.a Online Community With the help of the Case Intranet located in RedHouse, we are able to create a secure, password protected, community where Franchisees and their employees can go to access support and a number of utilities. Case of Knowledge Alliance Directory Calendar Discussion Forums Online Support Media Builder

7. The calendar lists events happening in the Franchise System: Open House Regional & Corporate Trainings Teleconference Calls Annual Meetings National Trade Shows. Case Calendar

8. The File Downloads works in conjunction with Case of Knowledge. Here you will find downloadable documents that are used system wide Manuals Zip Files to Send Off to the Printer Software Updates File Downloads

9. We have compiled a list of links for our franchisees Go directly to manufacturer’s sites, suppliers, industry associations and specialty how-to websites No longer a need to search all over the web, come here first!. Alliance Directory

10. Each Franchisee has a Case website Potential clients & employees can find out information about your service area, services, employees, and even schedule a Handyman online All you have to do is supply the information and we’ll supply the format. Franchise Websites

11. Discussion Forums Discussion Forums can be used by any employee who has access to RedHouse These forums can be used to have discussions between Franchisees or corporate staff team members There are also password-protected forums for use by the owners.

12. By clicking on the “HD Remote” tab from Red House Home Page you can access a team member for remote training/support on your computer. Case Online Support

13. If you have a need for support, simply fill out a support request ticket, which is sent to the help desk, and then forwarded to the correct team member for a resolution Once you complete a ticket you are given a ticket number that corresponds with that request. Support Request Ticketing

14. Case Training

15. Case Training • Who? • Owners • General Managers • Sales Representatives • Office Managers • Home Repair Specialists.

16. New Franchise Orientation • Orientation & Planning Session • 2 days • Topics covered: • Intro to Case & HM Business • Intro to Case Systems & Processes • Intro to Financials & Business Plan • Intro to Marketing • Goal: To prepare you for Franchise Management Training.

17. Sales Training • 5 days • Topics include: • Case Culture • CJES – In home estimating • The HM Processes – Sales, Production • Marketing – Grass Roots, Networking.

18. Franchise Management Training • Training Session • 3 days • Topics covered: • Sales Process • Production Process • Recruiting & Hiring • Case Systems-Red House, CJES • Human Resources • Goal: To prepare you for opening.

19. Business/Office Manager Training • Training Session • 3 days • Topics covered: • Case Culture • Case Systems-Red House, CJES • T&M Selling • Sales Process • Production Process • Marketing • Human Resources • Goal: To prepare you for opening.

20. Grand Opening Visit • Hands-On Implementation • 2 days on-site • Topics covered: • HRS Orientation & Training • Office Manager Training • The T&M & Contracted Processes • Red House Orientation & Training • Review & Follow up of Business Plan • Review & Follow up of Marketing Plan • Perform pre-opening compliance review.

21. Regional Training • 1 day with interaction with Corporate and other franchisees • Topics include: • Sales - Management • Production – Hiring, profitability • Office Manager • Marketing • Financials.

22. Additional Training Tools • Ongoing Support to Maintain and Grow the Business • Site Visits • Regular Reports • 800 number • Website, Desktop Streaming • Sales Trainings • Regional Trainings • Red House Online Training • Teleconference Discussions

23. Software Relationship

24. Quickbooks Pro Microsoft Word CJES Red House = An integrated System for the Handyman Business

25. Sales Call Sch’d Enter Client Data Print Lead Calls Or HRS Sch’d Schedule Office Follow-up Marketing Meeting Canceled Client Meeting Update Database Estimate No Project Sale Create and Print Contract Close Sale Print Project Schedule Process Package the Project Sale Export to Red House Close Out Future Project Job Specialist Accounting Produces Update Accounting Legend Client Red House CJES QB

26. Now let’s go take a look at Red House.