Papa Murphy’s Serves Up Mobile Franchise Management on Force.com

Challenge

• Papa Murphy’s Take ‘N’ Bake Pizza, the world’s largest take-and-bake pizza company, needed a franchise management system for a centralized view of the business.
• Excel spreadsheets and email made it difficult to track and update many aspects of their franchise business.
• Employees reporting on the 1,100 Papa Murphy’s stores in 32 states required mobile access to data.
• The rapidly growing company wanted an innovative solution that could be quickly implemented.

Solution

• With help from salesforce.com partner Centerstance, Papa Murphy’s built a franchise management system on the Force.com platform very rapidly.
• The company chose Force.com over development platforms such as Cold Fusion for its flexibility, speed of deployment, and the ability to rapidly scale the solution.
• Directors of field operations use Web-based forms built on Force.com to report on the health of the stores in the system.
• A mobile application built in 3 weeks was rolled out to 30 users via Salesforce CRM's mobile access; 95 percent of employees work remotely and access critical data via BlackBerry devices and Salesforce CRM's mobile access.
• Mobile access works online and offline to ensure vital information is available even when a broadband connection is not.
• Data triggers workflows; with the data, users can easily create reports or dashboards to determine which franchises need marketing support or operational help.
• Force.com's connect for Microsoft Outlook keeps customer communications in sync.
• Papa Murphy’s also uses Salesforce CRM Enterprise Edition for sales force automation.

Results

• With the cloud-computing model, Papa Murphy’s can build tools quickly without worrying about infrastructure.
• Maintenance is taken care of, allowing IT to focus on other projects.
• Users can point-and-click to customize with Force.com's builder and then enable those customizations for mobile users over the air.
• Ease of use and mobile access has resulted in better data quality, faster data capture, and the elimination of a laborious process for filing paper documents.
• Custom tabs such as “Stores,” “Quality Service Cleanliness,” “Real Estate Construction,” and “Customer Satisfaction Index” make Salesforce CRM relevant to the pizza business.