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Date: 12/15/2010
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Systino Takes Over Franchising with ‘Customer Loyalty Meets Social Media’ Approach | Systino Takes Over Franchising with ‘Customer Loyalty Meets Social Media’ Approach. Web-Based Software Measures Customer Satisfaction, Provides Actionable Steps for Franchise Companies.

Alpharetta, GA – The recession, the boom of social media networking and rising concerns over online reputation management has created nothing less than the perfect storm for Systino to explode in franchising … and it has.

Since first being introduced in 2008, the privately-held software company has doubled in revenues and clients each year. With an additional 25 franchise brands signing on for its web-based customer retention and referral program in 2010 alone, Systino is on track to grow its client base to nearly 300 franchise companies in the next few years.

Named for the Greek word "systino," which means to recommend or introduce, Systino software is rapidly catching on among both established and emerging franchisors for its ability to measure customer loyalty, as well as provide them with actionable steps for both happy and disgruntled customers. Another huge draw of Systino is that it allows franchisors to take control of their online reputations by addressing dissatisfied customers before they post complaints on Yelp! or similar public review sites, as well as giving satisfied customers the opportunity to share their positive reviews, along with coupons, with friends on Facebook, Twitter and LinkedIn.

“Especially in this economy, every customer holds the fate of your business in their hands,” said Steve Baxter, founder and CEO of Systino. “The simple fact is customers must be satisfied with the service or product that you are providing, or they will shout about it from the rooftops. Systino gives businesses the opportunity to actively track exactly what their customers are saying about their service every time.”

Through Systino, customers receive an online request for feedback via email immediately following their experience with a franchisee. The immediate online results allows franchisors to capture recommendations and referrals from loyal customers (promoters), identify dissatisfied customers (detractors) and fix their problems before they leave and find out what’s keeping ‘middle-of-the-road’ customers (passives) from becoming loyal fans.

With a 35 to 55 percent customer response rate, Systino has helped thousands of franchisees retain customers and grow their business. For example, JAN-PRO Franchising recently awarded Systino its Vendor of the Year Award because of Systino’s positive impact on the franchise system. “In the past two years, JAN-PRO has retained $10 million worth of business which we attribute to Systino software,” said Rich Kissane, President and CEO of JAN-PRO Franchising.

Systino founder and CEO Steve Baxter has devoted his career to identifying and solving challenges faced by businesses. As the economic downturn began he discovered an issue that all businesses were facing — no one had an effective way to measure customer loyalty and turn that data into actionable events to hold on to their customers, and businesses were losing customers because of it. Franchisors, with networks of hundreds of thousands of small business owners, provided an ideal environment to introduce the Systino software.

About Systino
Systino is a cutting-edge, web-based, customer loyalty, retention and referral tool that allows franchise businesses to measure and improve customer loyalty, and also to capture recommendations (i.e., referrals) from loyal customers to grow their customer base. Systino’s easy-to-use software enables franchises around the globe to sustain and grow businesses through the use of loyalty best practices.

As a privately-held software company based in Atlanta, Systino is wholly committed to the idea that making customers deliriously happy dramatically grows businesses, and is a ‘win’ for everyone involved.

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