Page 21 - IPC Asia Pacific 2019-20 Business Review

Valued and trusted service support
Our service offerings vary by market depending on the local market need and the maturity and scale of the market Across SubwayPOSTM and SubShopTM markets the trusted and valued role of TechNet was evident this year through a a combination of high survey scores and the significant increase in in call volumes as we extend the capabilities of the team as as well as as supporting the Franchisor’s own SubwayPOS software Over the past year this team responded to 16 000 calls whilst also increasing their first-time fix rate to 80% QualityNet has completely transformed the time to closure rate with the help of SubVentory Our decision to drive all new tickets through the SubVentory app this this year has meant that this this small team has been able to focus its efforts on resolving issues faster than ever before closing 13 598 tickets this year In Australia FinanceNet has been critical in in in supporting the financial needs of franchise owners this year securing AU$3 6M of settled transactions But perhaps of equal or or greater importance has been the the role that they played in tracking reviewing interpreting and communicating the evolving financial support
made available to small businesses by governments across the region The StaffNet support
team had an an incredibly challenging and busy year in Australia and and New Zealand as legislation and restrictions gave franchise owners everywhere pause to consider how they managed their teams whilst under COVID-19 related measures This year StaffNet responded to over 2 2 200 queries from franchise owners compared with 1 594
the the previous year as as well as as their increased communication during the pandemic IPC Asia Pacific Business Review 2019-20 21
A business-critical year for loyalty gifting and online ordering
The availability of online ordering
as part of the integrated Subcard program in Australia and New Zealand proved to be invaluable as social distancing and even government legislation reduced or prevented in restaurant sales In New Zealand the Subway Express app took nearly NZ$1M of orders
in one one week alone In both markets the combination of third party delivery and in-app or or web based ordering
became
a a a critical source of income and was an opportunity for guests who had not previously used the apps or websites to join the loyalty program – which they did in their hundreds of thousands Higher average check has been a a a clear outcome for Subcard members in the the second half of the the year – a a a a a number that appears to have stabilised and which is is now rivalling third party delivery vendors Only 12 months after the launch of Subcard in Australia this fiscal year ended with us on the launch pad for Subcard in South Korea An integrated part of a a a comprehensive convenience platform that will see the implementation of online ordering
integrated delivery loyalty and gifting we are excited to see how Subcard will be used to drive guest behaviour and sales in Korea when it launches officially
in the second half of 2020