By Elise Balsillie, Head of Thryv Australia and New Zealand
Franchises achieve success through many small wins, including efficient systems, timely responses and habits that keep operations running smoothly. When those pieces are well aligned, the result is a network that feels effortless to customers and rewarding for franchisees.
The real opportunity lies in noticing the pressure points early – extra admin, slower responses or systems pulling in different directions, and using them as triggers for improvement. The networks that thrive are the ones that turn everyday challenges into sharper processes and stronger habits, keeping growth steady even as complexity increases.
Here are four imperatives I believe every franchise leader can embrace to keep their network resilient, adaptable and ready for the future.
- Strip duplication out of the system
Strong franchise systems are built on efficiency. Yet many networks still carry unnecessary duplication. For example, customer details entered in multiple places, invoices chased manually or marketing campaigns rebuilt from scratch in each region. These extra steps slow everyone down and dilute energy that could be channelled into growth.
Removing duplication is all about creating clarity. A single source of truth for customer details, scheduling and payments, means franchisees work smarter, not harder. Head office gains visibility across the network and franchisees regain valuable time to invest in staff, customer engagement or local initiatives.
As franchise models expand across diverse industries, from cafés and gyms to health services and trades, the benefits of streamlined systems are amplified. Every hour saved is an hour redirected into building stronger customer experiences – an investment that multiplies as the network scales.
- Tighten the customer experience loop
One of the greatest strengths of franchising is customer trust. A brand promise is carried across every outlet, giving customers confidence they will enjoy a familiar, reliable experience. The challenge is ensuring that consistency holds up under the realities of daily operations.
A franchise may have locations where customers are acknowledged within minutes, while others take days to respond. To the customer, that inconsistency feels like two different businesses under the same name.
Closing the loop requires more than directives from head office – it also requires systems that make responsiveness easy and achievable. Templates that support on-brand replies, simple nudges that prompt action and clear response benchmarks all help franchisees meet expectations without extra stress.
Customers increasingly value speed and transparency. Even a quick acknowledgement before a full solution is ready builds trust. When a network delivers this consistently, it not only protects the brand, it deepens customer loyalty across every location.
- Give franchisees real-time clarity on performance
Franchises thrive when decisions are made on clear, timely information. Relying on monthly reports or quarterly reviews, means issues can slip through unnoticed until they become harder to fix.
Live visibility changes that dynamic. Dashboards that track bookings, enquiries, repeat visits and campaign performance, allow franchisees to respond quickly and keep growth on track. For franchisors, it provides a line of sight across the network – helping identify trends, share best practice and support locations that need extra help before small issues grow larger.
The key is focus. Franchisees need a clear view of the handful of metrics that drive results in their business. When both sides share the same picture, accountability strengthens and opportunities can be seized faster.
- Build agility into every layer
The most resilient franchises are those that can adapt without losing their identity. Markets shift, costs rise and new competitors appear. What separates strong networks is the ability to adjust quickly while staying true to the brand.
Agility doesn’t have to mean sweeping change. Often, it shows up in small and practical ways:
- Marketing campaigns that can be localised and launched within hours.
- Training resources that are easy to update as standards evolve.
- Communication channels that deliver guidance across the network instantly.
Practising agility through small experiments – such as trialling a seasonal offer in one location, piloting a new service in a single region, or testing a payment option with a subset of customers – helps build organisational confidence. These micro-adjustments give a network the muscle memory to pivot smoothly when bigger shifts arrive.
Franchise success is not measured only by the number of outlets or the size of the marketing budget. It is measured by the strength of the systems that support franchisees every day.
- Streamlined digital processes protect time and energy, reducing manual work and double-handling.
- Consistent customer experiences are powered by unified platforms that build trust at every touchpoint.
- Real-time data clarity sharpens decisions, helping franchisees act with confidence rather than guesswork.
- Agility through technology keeps the network competitive, enabling fast pivots in response to market trends.
When these imperatives are embraced, growth becomes more than expansion. It becomes sustainable, repeatable, and deeply rewarding — for franchisors, franchisees, and customers alike.
The future of franchising is bright. By building digital resilience into the everyday, networks not only prepare for disruption but also create the conditions for innovation and long-term success. The strongest systems are those that use technology to turn challenges into insights by refining processes, improving experiences and growing stronger with every iteration.
About Elise Balsillie
As Head of Thryv Australia and New Zealand, Elise Balsillie is a leader with a deep passion for empowering small businesses to grow and adapt in the dynamic digital environment.
With more than 25 years of experience across media, education, and technology, she has spent two decades at Thryv, driving its success. Elise leads teams across customer channels, focusing on transforming how small businesses embrace digital solutions.
Elise’s greatest reward comes from helping businesses streamline operations, enabling them to grow, hire and focus on what they love. Under her leadership, Thryv has earned the “Employer of Choice” recognition for two consecutive years, reflecting her commitment to people and culture. An engaging public speaker, Elise regularly shares her expertise at industry conferences and podcasts, offering insights on digital transformation, organisational growth and employee engagement.
Balancing her professional role with her personal life as a mother and wife, Elise advocates for work-life balance and continuous learning. She fosters innovation within her team, encouraging collaboration and new ideas. When not at work, Elise enjoys time outdoors in country Victoria and supporting her boys at their sports events.