Franchise

The Franchise module allows your company admins to give local franchisees permission to create and manage campaigns for their locations and only their locations, limiting their access to company-wide functions, among others. Franchisees may utilize templates, segments, and redeemables, but any they create or edit will not be visible to any other franchisee. They may create, run, and manage their own local campaigns during non-blackout dates. They may view feedback and analytics about their locations, but they may not view information about locations outside of their own.

Local campaigns are a great way for your stores to interact with their surrounding communities and can be very effective when used appropriately. Imagine running campaigns based on whether or not the local college sports team wins or loses or scheduling a graduation promotion on the date of the local high school graduation. These types of campaigns can only be created and managed at a local or regional level by your franchisee partners' employees.

Add and Configure a New Franchise

Once your company has been enabled, you may then set up new Franchisees by navigating to Administration > All Users, Roles and Permissions as detailed below. You'll first create a new franchisee, giving a name to the collection of locations belonging to a particular franchise owner. Then, you'll add the associated locations and/or location groups and add Admin users who may create content for those locations.

As stated above, think of a "Franchise" as a collection of locations and employees that fall under a particular franchise owner. Some franchise owners may run 100 stores, while others may only have one store.

1. Navigate to Administration > All Users, Roles and Permissions > Franchises.

2. Click the New Franchise at the top right.

3. Choose a name for the Franchise and complete the following fields:
   

   Name
   You may want to name your new Franchisee based on the name of the franchise owner, such as "John Smith's Stores"; a particular region, such as "Southern California", or by specific store numbers such as "Stores 100, 143, 155, 431".

   Email
   Most likely the email address of the franchise owner. If your franchise owner is already a Punchh user, you should choose a different email for this new Franchisee.

   Phone
   Contact number for this particular franchisee group. This is only visible to users associated with the Franchisee and company admins.

   Address
   Mailing address for this particular franchisee group. This is only visible to users associated with the Franchisee and company admins.

   State
   As part of the address, you may include a state associated with the Franchisee.

   Zip code
   Choose any zip code associated with the Franchisee group.

   Enable guest upload
   Checking this box enables admin users belonging to this Franchisee group to upload eClub lists.

4. Click Create when finished.

Once you've created a new Franchisee, you'll need to assign admin users and associated locations. Follow the steps in the sections below:

Designate Admin Users

Admin users associated with a Franchisee group may perform various actions limited to the Franchisee locations. To associate/designate a user to a particular Franchise, you'll need to update their user profile. If creating a new user, the same process applies.

1. Navigate to Administration > All Users, Roles and Permissions.
2. Click on the name of the user you want to associate.
3. Click the Role drop-down and select the appropriate role that allows for Franchisee permissions.
   You may have created a user role specifically for Franchisee users, but any user role with the Franchisee permission set turned on may be used.
4. Click the Franchise drop-down and select the appropriate Franchisee group.
   
5. Leaving the Accessible Locations field blank defaults the user's access to only those locations associated with the Franchisee. You may enter specific locations here to further limit a user's access (such as store managers, for example) to only those locations within the Franchisee group.

Associate Locations

Franchisee users may only run campaigns and view information for locations associated with their Franchisee group. You can add a location to a Franchisee by editing the location's settings. If creating a new location, the same process applies.

1. Navigate to Store Locations > All Store Locations.
2. Click the name of the location to associate.
3. Click the Franchise drop-down and select the Franchisee group.
   
4. Click Update when finished.
5. Repeat this process for each location belonging to the Franchisee.

Franchise User actions

Franchises are limited to the following actions:

Franchisees may...

Franchisees may not...

Create new campaigns. Franchisees may create campaigns for any of their approved locations, so long as they do not run during any blackout dates. Franchisees are limited to Mass Notification, Post Checkin, Mass Offer, Post Checkin Offer, Coupon, and Promo campaigns only. They won't even see other campaign types. Create guest segments and save them for future use. Segments created by franchisees are visible both to them and company admins. They are not visible to other franchisees. See below for a list of segment types available to Franchisees. Use redeemables set as Template by company admins. Franchisees may use redeemables in campaigns for their locations, with some requirements: The redeemable must be set as Template by a company admin, and the Franchisee can then select such a redeemable from the drop-down in order to use it. Such redeemables are appended with (T) at the end of their name. Admin users can set a redeemable as a Template by turning on the toggle above when editing it. View information about the location(s) that have been assigned to them. Loyalty checkins, sales totals, and feedback are accessible to franchisees for each of their locations. View detailed data about Offers that have been redeemed at their location(s). From the Punchh Dashboard, Franchisee users may view Redemption Stats associated with their accessible locations. This can be accessed by clicking on "Redemptions" under the Redemptions & Sales widget on the Punchh Dashboard landing page. View guest profiles and information for users in your company's loyalty program, if permissions allow. There are three permissions that may be turned on or off for Franchisee users: Allow admin to access Guests, Allow admins to search for guests, and Allow access to complete guest section. Using these permissions, you can grant full access to all guest profiles and information or restrict this access. View Fraud Suspects associated with their accessible locations. (For companies that have the Fraud Suspects added module enabled.) Franchisees may use use this tool to identify potential fraud or abuse committed by guests or employees at their accessible locations. Must have the "Allow admins to access guests" permission enabled. View banned and deactivated guests. Though franchisees may view banned and deactivated guests, they may only perform bans/deactivations of guests if granted proper permissions (which may be in addition to your standard franchisee permission set.) This ability is also dependent on the guest profile permissions you've enabled for your Franchisee users. View company-wide data. Franchisees may view the Punchh Dashboard, showing data for the company as a whole, though they may only choose from their accessible locations when using the Locations filter. Export and download data for the locations accessible to them. Franchisees may use data export to download data for their locations, though they are limited to the following data report types: Redemption Data User Feedback Data Checkin Data Referral Data Receipt Item Data Create surprise sets. Franchisees may create surprise sets from available redeemables. These are only visible to that franchisee and company admins. Add alternate language/translation text for campaigns and redeemables. Franchisees may provide alternate language translations for guests who choose a primary language other than English. Add Site Admins for their location(s). Franchisees may add local Site Admins who have access to functions for a limited number of locations, so long as those locations are accessible to the franchisee. These users will be visible only to the franchisee and company admins. View Punchh users associated with their location(s). Franchisees may only view other Punchh users in their company (such as company admins and any site admins they've added) if they have a direct connection to at least one of their franchise locations. View redemption logs, redemption codes, and barcodes for their locations. Franchisees may perform customer support actions for their locations, such as looking up transactions through redemption logs and/or barcodes. Reply to guest feedback without the ability to view all guest profiles (only ones leaving feedback). Franchisees can send response messages to guests who leave feedback, but with the proper permissions, they may still be partitioned off from being able to view any other guest profiles. This is achieved by enabling the "Feedback Management" and "Allow admins to access Guest" permissions while leaving the "Allow admins to search guests" and "Allow access to complete guest section" permissions disabled. Gift points/visits/punches to guests. The ability to give points/visits/punches in campaigns or when sending messages to guests is an optional permission that may be turned on by Punchh in the backend Franchisee Configuration. Contact your Punchh CSM if you want to change this permission. Gift redeemables/rewards to guests. The ability to award redeemables/rewards to guests as part of a campaign is an optional permission that may be turned on by Punchh in the backend Franchisee Configuration. Contact your Punchh CSM if you want to change this permission. Embed an iFrame eClub Widget with a unique eClub Source URL Company admins can create a new eClub Source associated with a Franchisee, who may then embed that unique widget on a page. When guests sign up using the widget at that URL, they'll be placed in a separate eClub List, effectively segmenting that Franchisee's eClub signups. See more below.

Create or use certain campaign types. These prohibited types include ongoing, universal campaigns such as Profile Update and Anniversary. They won't even see these campaign types. Create new campaign templates. Franchisees may edit duplicates of campaign templates created by company admins, but they may not create any new templates of their own. Modify or delete guest segments created by company admins. Though they may use and create and modify duplicates of segments created by company admins. Use redeemables created by other franchisee users. Redeemables created by franchisees are only visible to that franchisee and company admins. Other franchisee users are not able to view or use them. View information about other locations. Franchisees may only view information about locations or location groups they've been granted access to. View company-wide campaigns created by company admins or campaigns created by other franchisees. They may only view information for their own campaigns. Edit guest profile/account information. Unless granted additional permissions, franchisees will not have access to edit guest profiles. Create qualification criteria. Franchisees may only use existing qualification criteria created by your company admins. Create line item selectors. New menu items/line item selectors may only be created by admins or pulled from the POS system. However, franchisees may use any line item selector created by your company admins. Modify Notification Templates. Notification Templates may only be edited by company admins. Set blackout dates. Blackout dates for campaigns may only be set by company admins. View other franchisees. Each franchisee is walled off from all other franchisees and prohibited from viewing any other franchisee users. Import their own eClub lists Franchisees aren't permitted to upload their own CSV eClub lists through the Dashboard. However, they may use a unique eClub iFrame widget for importing new guests who sign up via their webpage (if the Enable Guest Upload box is checked during the franchisee's creation).

Email Templates

Franchisees can create and use email templates to use for messaging in their campaigns by navigating to Marketing Automation > Email Templates. When creating a new template, they may use any of the default templates to start from. Franchisees can only see templates they've created themselves and will not see any templates created by company admins or other Franchisee users. However, any template created by a franchisee is visible to company admins.

Company Admin Actions

In addition to creating, managing, and setting permissions for franchisees and their subordinates, company admins may edit any of their campaigns, control which campaign templates they can access, and set blackout dates during which franchisees (and any other user in the Punchh system who doesn't have the permission) may not run any campaigns.

Edit Campaigns Created by Franchisees

When a franchisee creates a campaign, it can be viewed and edited by the franchisee and by company admins. Franchisee-created campaigns are easily identified by the "Franchisee:" log line, naming the franchisee it belongs to. (See the image below)

To edit a campaign:

1. Navigate to Marketing Automation > Campaign Management.
2. Click on the name of the campaign you want to modify.
3. Click the More Options drop-down at the top right and select Edit

Manage Access to Redeemables

Franchisees may only make use of redeemables that have been set as templates by a company admin. To set a redeemable as a template, navigate to Offers > All Redeemables, click the name of the redeemable to edit its settings, and then click to set the Available as a Template toggle to the green "On" position.
The ability to set a redeemable as a template becomes available only after the first Franchisee has been created for your business.

Franchisees may not edit redeemable templates though they may create a duplicate of a template and then edit the copy.

Manage Access to Campaign Templates

You can control access to which Campaign Templates specific franchisees can see by associating the template with a location group. Templates that include any locations associated with a franchisee will be available to them. Templates that are not associated with any of a franchisee's locations will not be visible. If you set up your campaign template using a Segment instead of a Location that template will be available to all franchisees. The ability to set a redeemable as a template becomes available only after the first Franchisee has been created for your business.

Set a campaign as a template by editing its settings as seen below.

Set Blackout Dates

Blackout Dates are a way for your company to block off certain time periods prohibiting some users from running campaigns during that window. For example, this is useful for when your company is deploying a global campaign targeted to all of your locations and you don't want any local franchisee campaigns to get in the way. Blackout Dates work well in the Franchisee setup but this feature is useful for businesses of all types as a standalone feature. Review Blackout Dates for details on how to set these up.

Add a New eClub Source for Franchisees

Franchisees cannot import their own eClub lists but they may use your company's eClub iFrame Widget on their own page(s). Franchisees may find the iFrame widget useful for local campaigns such as providing an in-store tablet allowing guests to sign up for your eClub. Learn more here: eClub Widget (iFrame)