Kelsey Smith, Author at FranConnect

By

Kelsey Smith

How to Get Franchisees to Actually Use The Hub

You’ve invested time, money, and considerable effort into building The Hub for your network. You know the information is there. You know it would make everyone’s lives easier. And yet, franchisees keep calling, keep emailing, and keep asking questions that are already answered on the platform you built for them.

You’re not alone. This is one of the most common frustrations franchisors face — and the good news is that it’s solvable. The key is understanding that behavior change takes more than a great platform. It takes a deliberate strategy.

Here’s where to focus your energy.

Make It the Only Place with Answers to Questions Live

You can’t force franchisees to use The Hub, but you can make it the path of least resistance. As long as a quick call to head office gets the same result as logging in, many franchisees will take that shortcut — not out of stubbornness, but simply because it’s what they know.

The shift happens when you stop answering the question directly and instead direct franchisees to where the answer already lives. Point them to the exact page, the specific document, the precise section of The Hub that has what they need. It takes discipline from your support team, but the message it sends is powerful: The Hub is where answers are. Do that consistently, and franchisees will start going there before they pick up the phone.

Solve Their Most Painful Problems First

It’s tempting to populate The Hub with what’s easiest to publish. Resist that urge. The fastest way to build the habit of using The Hub is to make sure that the first time a franchisee turns to it in a moment of need, they find exactly what they’re looking for.

Once you know what your franchisees need most, make those resources impossible to miss by organizing them into Categories. A well-structured set of Categories means franchisees can navigate straight to what they need without hunting around. If you haven’t seen Categories in action, ask your Customer Success Manager for a walk-through. It’s a game-changer.

Communicate the Value, Not Just the Existence

Launching The Hub was a significant milestone, but a single announcement at launch will only carry you so far. Ongoing, evidence-based communication is what sustains momentum.

When you can point to concrete outcomes — time saved, problems resolved, ideas that came from the network — share them. Franchisees respond to proof, not promises. Making the value visible and tangible gives those who haven’t yet fully engaged a genuine reason to reconsider, and it reinforces the habits of those who already have.

Build It for Them, Not for You

You built The Hub because you want your franchisees to succeed. The challenge is helping them see it the same way. With the right approach — making it indispensable, relevant, and rewarding to use — you can shift The Hub from something franchisees are expected to use to something they genuinely value.

That shift is worth every bit of the effort it takes to get there.

•CEO Announcement

A Company Built for the Franchise Ecosystem. A Decade of Evolving the Business At-Scale. A Legacy of Impact.

FranConnect Blog Post by Gabby Wong

After nearly 10 years leading FranConnect, I’ve made the decision to begin a planned leadership transition that supports the company’s long-term success while allowing me to prepare for my next chapter. This transition comes at a moment of strength for FranConnect and reflects a thoughtful, forward-looking evolution for both the company and me.

As part of this transition, I will join the FranConnect Board of Directors and continue serving as CEO as we kick-off a focused search and onboard the company’s next leader. During this time, the Board and I will work in close partnership to support the business and maintain steady leadership, continuity, and momentum. Executive Chairman Wendell Jisa will be partnering with me and the executive leadership team to support the company during this critical time.

This transition marks an important milestone for me personally. I started at FranConnect nearly 10 years ago in 2016, completely new to franchising, but bursting with new ideas from my extended executive leadership career at other high-growth and well-known B2B SaaS companies. I found the prospect of working with and supporting other entrepreneurs like myself deeply compelling. Only magic can happen when your mission exactly aligns with your customer’s mission, a piece of advice that you’ll hear me give frequently in talks. It’s the hallmark of any successful company.

When I stepped into the CEO role at FranConnect in late 2018, the company was at a turning point. FranConnect had created the franchise management category 17 years earlier, but the business needed modernization, focus, and renewed momentum to meet the demands of a rapidly evolving market.

Alongside our incredible customers, partners, and employees, whom we affectionately refer to as FCians, we grew the company and expanded our impact, reinforcing FranConnect’s position as the most trusted technology partner for franchise and multi location brands. During my tenure as CEO, we achieved significant revenue growth and expanded profitability fivefold, enabling us to continue investing in innovation across our products and solutions to better serve our customers.

Over that time, we launched four new products and seven AI powered agents, completed three strategic acquisitions including FranchiseBlast, World Manager, and RizePoint, and expanded our reach to more than one million users across 1,500 brands worldwide. Today, we support customers across 165 countries, with teams and offices across four continents. We did all of this while modernizing FranConnect into a fully integrated, cloud based platform and, with foresight, continue to reinvent ourselves as a more data centric organization powered by agentic AI. We have transformed ourselves from a legacy brand to a heritage brand and are committed to continuing to evolve to the needs of the marketplace.

To the greater franchising community, I am incredibly grateful for your partnership, and your mentorship to me personally. The impact of the business model on the growth of the American economy is only matched by the impact every stakeholder has on the community. All of you care deeply about the business model and the greater community and it shows in the depth of your friendships.

To Serent Capital, including Kevin Frick, John Caselli, Prital Kadakia, thank you for your mentorship, support, and friendship over the last 10 years. I’ve been proud to serve as one of your CEOs and carry forward your mission to partner with founders to build enduring companies. To Amit Pamecha, FranConnect’s founder, you had an idea (many actually!) and seeded that idea into an enduring brand that drives impact for so many. Thank you for letting me steward it over the last decade. And to all my advisors and board members, including Wendell Jisa, Michael Collins, Dave Shirk and the late Bob Post. I carry forward all of what you’ve taught me into my next chapter.

Last, to our FCians, it’s you I am most proud of. I’ve been incredibly fortunate to bear witness to your achievements, countless promotions, weddings, babies, and the spirit that you bring to your work everyday. Watching you grow and thrive has been one of the most meaningful parts of this journey, and for that I am grateful and forever changed.

Never lose sight of the culture we built together. It’s something truly special, and I hope it remains part of FranConnect’s legacy. It’s our culture that will carry you through this transition period and beyond. It’s yours to champion forward. Amalgamate it, evolve it, make it even better–just make sure that you hold each other accountable to it, on behalf of, and for the success of our customers, our business, and the greater franchise community

— Gabby

•Audit Software, QMS Software

AI in Franchising: Real Strategies That Top Brands Are Using Today

•Press Releases

FranConnect Appoints AI Visionary Wendell Jisa as Executive Chairman of its Board of Directors

Founder and Chairman of Reveal and Legal Tech Entrepreneur Joins FranConnect to Accelerate Franchise and Multi-Location Industry Growth Through AI Innovation

Herndon, Va. (Dec. 3, 2025) — FranConnect, the leading provider of AI-powered sales, operations, and marketing solutions for franchise and multi-location businesses, announced today that it has named Wendell Jisa Executive Chairman of its Board of Directors. Jisa brings extensive experience growing private equity-backed technology companies on a global scale. As part of Jisa’s appointment, he will collaborate closely with FranConnect’s executive leadership team to accelerate the delivery of smarter, faster, and highly scalable AI solutions—transforming how franchise and multi-location brands drive growth and achieve measurable success.

“As we advance towards serving 2,000 brands globally, reinforcing our technology and growth strategy is critical,” said Gabby Wong, CEO of FranConnect. “Wendell’s deep expertise in building advanced AI ecosystems and scaling SaaS platforms will be invaluable as we accelerate innovation and deliver data-driven tools that drive measurable impact and long-term success to our franchise and multi-location customers.”

Wendell Jisa FranConnect

Jisa brings nearly three decades of experience in building transformative SaaS platforms and driving innovation in highly regulated industries. As the founder of Reveal, he pioneered one of the most advanced AI ecosystems in legal technology, leading strategic acquisitions and developing groundbreaking tools that reshaped the eDiscovery landscape. Jisa’s exceptional expertise has led him to be recognized as the 2025 EY Entrepreneur of the Year Ⓡ Midwest Award Winner and the 2024 ALM Legal Week Leaders in Te ch Law Lifetime Achievement Award recipient.

“FranConnect is redefining how franchise and multi-location brands leverage technology to grow smarter and faster, and I’m thrilled to join at such a pivotal time,” said Jisa. “The company’s vision aligns perfectly with the industry trajectory of leveraging intelligent, data-driven solutions to create impact. I’m looking forward to supporting FranConnect’s mission and helping their team shape the future of franchise and multi-location innovation.”

With Jisa’s Board appointment, FranConnect reinforces its commitment to pioneering AI-driven solutions that empower franchise and multi-location businesses to thrive in an increasingly competitive market. His expertise in scaling technology platforms and driving innovation will play a critical role in shaping FranConnect’s next chapter of growth.

FranConnect executive leadership press release graphic

•Press Releases

FranConnect Expands Leadership Team to Accelerate AI Innovation and Strategic Growth

HERNDON, Va., November 3, 2025 — FranConnect, the leading provider of AI-powered sales, operations, and marketing solutions for franchise and multi-location businesses, is excited to announce key executive appointments. Charlie Zhang has been named Chief Financial Officer and Chief Operating Officer and Mark Calvillo has been appointed Chief Product Officer. Both Charlie and Mark have deep experience in growing private equity-backed technology and data companies on a global scale. As part of these new executive appointments, Jaffrey Ali will take on an exciting newly created executive role focused on driving advancements in AI as FranConnect’s Chief AI Officer.

As AI, automation, and data-driven growth increasingly redefine how franchise and multi-location businesses operate, FranConnect is aligning its leadership to meet these evolving demands—scaling innovation, enhancing operational agility, and deepening its technology capabilities through key executive appointments.

“We’re seeing a fundamental shift in how franchise and multi-location businesses operate,” said Gabby Wong, CEO of FranConnect. “Our customers are demanding smarter, faster, and more scalable solutions, and we’re building the team to deliver just that. These promotions reflect our belief that leadership must evolve alongside the market. Jaffrey, Mark, and Charlie each bring the vision and experience needed to help our customers grow in this new era.”

A New Era of AI Leadership

The evolution of Jaffrey Ali to Chief AI Officer marks a significant milestone in FranConnect’s innovation strategy. A recognized thought leader, Jaffrey has been the driving force behind FranConnect’s AI strategy, leading the development of Frannie AI™ (featuring specialized agents for Data Analysis, Sales, Operations, Franchise Support, Administration, Training and Finance), FranConnect GO, Candidate Coach, and the advanced analytics suite. His work has helped franchise brands make smarter decisions, optimize operations, and unlock new growth opportunities. The creation of this new role reflects FranConnect’s belief that AI is not just a tool, but a strategic imperative for the future of franchise success.

Unlocking Product Innovation and Rapid Commercialization

FranConnect is thrilled to announce the appointment of Mark Calvillo as its new Chief Product Officer. An accomplished product executive with over 25 years of experience in the franchising and restaurant industry, Mark joins FranConnect from Restaurant365 where he led the organization through successive years of hyper-growth, capital rounds, and multiple acquisitions. At FranConnect, he will lead the next chapter of product innovation and commercialization across all product lines and markets globally.

Scaling Operational Efficiency

To support the company’s continued growth, FranConnect is thrilled to announce the appointment of Charlie Zhang as Chief Financial Officer and Chief Operating Officer. Charlie has an extensive finance and investing background, having started his career in investment banking at Citigroup before moving into private equity investing at Warburg Pincus. Most recently, as CFO of ION Analytics, he led global finance and corporate development through successive years of significant revenue and EBITDA expansion. At FranConnect, he will lead global finance and operations, ensuring the company scales rapidly to capture its immense market opportunity.

These appointments build on the recent addition of Adam Walton as Chief Customer Officer, who joined FranConnect to lead its customer experience strategy and operations. Together, this expanded leadership team reflects a bold step forward for FranConnect—bringing together deep expertise across product, operations, AI, and customer experience to drive innovation, accelerate growth, and deliver unmatched value to franchise and multi-location businesses.

“As we continue our march towards serving 2,000 brands globally, FranConnect will continue to invest in transformation across all areas of our business,” says Wong. “Technology businesses are changing rapidly. FranConnect will always strive to be on the cutting-edge to serve the needs of our customers and to lead the market. Transformation is in our DNA.”

How QSR Management Builds Growth, Consistency, and Culture at Scale

In quick-service restaurants (QSR), the difference between good and great often comes down to one thing.

Of course, the systems and processes matter but it’s the people behind the counter, in the kitchen, and leading each location that truly drive long-term success.

The one thing we are talking about is culture.

Your brand relies on more than just serving great fast food. There is more weight in systems that make sure every team member in every location consistently delivers an experience rooted in shared values and clear standards. With that, your culture pulls more weight than the brand name.

For multi-unit operators and franchisees, building a great organization starts with choosing the right brand and cultivating the right people. Let’s dive into how QSRs unlock business success through great QSR management and organizational culture.

Culture Starts with Leadership

When you look at thriving franchise systems like Jersey Mike’s or Solo Salon,more than just the operational excellence stands out. What people really notice and flock to is the leadership and the culture curated them.

Strong leadership inspires confidence from the top down, and it shows. That inspired confidence shows up in how executives engage with franchisees, how decisions are made, and how values are lived out daily. For many successful owners, that’s the deciding factor when choosing where to invest and grow.

As one multi-unit franchisee explained:

“What drew me to those brands were leadership, strong leadership in both brands, the culture of both brands. The philanthropy, especially in Jersey Mike’s, was huge for me… the CEO really took interest in their franchisees, spending time with you, and personalizing the transaction instead of just being another IFF they’re collecting.”

After working with nearly 1,500 multi-location brands globally, it has become crystal clear that when leadership values people, franchisees feel it and it trickles down to every team member and guest interaction.

Leading Managers Who Build Alignment

Management is where strategy becomes reality. But in many QSRs, management still looks more like firefighting than leadership.

It’s not that managers don’t care. it’s that they’re buried under competing priorities, disconnected systems, and the constant pressure to perform. Without clarity, alignment and the time to instill both, they default to supervising tasks instead of leading people.

Strong QSR management changes that.

It starts with clear expectations, consistent processes, and accountability that empowers rather than overwhelms. Great systems free managers from the daily grind so they can focus on coaching, performance, and guest experience, AKA the things that actually drive growth.

In the best franchise systems, management excellence isn’t accidental. It’s built on structure, rhythm, and trust. Managers know what success looks like, how to measure it, and how their work ladders up to the brand’s larger goals. That’s how leadership grows. Not through control, but through clarity.

Encouraging Franchisees to Manage with Confidence

Even the best systems fail without empowered operators. Franchisees sit closest to the customer, and their ability to manage effectively determines how well brand standards are lived out at the local level.

The best franchisors understand this and lead with partnership, not policing. They give franchisees the tools, insights, and freedom to run their business effectively while maintaining alignment with brand-wide goals.

Ownership is powerful. When franchisees feel trusted to lead, to solve problems, coach teams, and make decisions within a clear framework, location quality rises and performance follows.

The highest-performing QSR networks strike a balance with structure without suffocation. Corporate sets the playbook and trusts franchisees to call the plays. That combination builds consistency without killing creativity, and it’s what turns a good brand into a resilient one.

Strong Management Protects the Brand

Every decision a manager makes, every shift they run, and every interaction they have with staff and customers directly shapes the guest experience. Poor management leads to turnover, inconsistency, and missed revenue.

It starts with passionate leaders and adaptable teams who do whatever it takes to make things work. In these early stages, success depends on hustle and heart.

As brands grow, the best operators build structure around their values. They standardize what work so great performance isn’t accidental. Managers evolve from doers to developers, shifting their focus from managing tasks to leading people.

At the highest level, excellence becomes culture. Leaders coach more than they correct. Franchisees take full ownership of their results.

And the guest experience feels consistent because every team member, from corporate to crew, understands what “great” looks like and takes pride in delivering it.That’s what separates good brands from great ones and it’s the foundation of the FranConnect platform.

Ready to Build Your Path to Management Excellence?

As a Chief Operating Officer, you play a crucial role in shaping how your brand delivers, grows, and scales. You oversee daily performance, drive efficiency, and align teams to a shared vision, but management excellence doesn’t happen by chance.

To help, we’ve created a free resource ‘The Operational Excellence Playbook for COOs.’

Inside, you’ll learn how leading brands use operational excellence to:

Drive efficiency and accountability across every location
Empower local management to execute with confidence
Align daily performance with long-term growth

Download this free playbook today to learn how to create systems that scale, empower teams to perform, and turn operational excellence into a lasting competitive advantage.

Download Playbook Now