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Financial Services & Wealth Management
$100m+
147k+
90%
CASE STUDY
The Coffee Club
Discover how Digital Stand helped The Coffee Club automate franchise inquiries with HubSpot, boosting efficiency, data accuracy, and lead engagement.
Overview
The Coffee Club is Australia’s largest home-grown café group, with ~400 stores across 13 countries. Its franchise program is a key growth engine. When COVID-19 forced store closures and cut foot traffic, The Coffee Club needed a smarter way to manage franchise inquiries. Like many franchisors in lockdown, they saw inbound leads drop sharply and realised manual processes were no longer sustainable. The Coffee Club had even evaluated franchise management platforms (e.g. Fran Connect) but wasn’t leveraging HubSpot’s full power for its unique needs.
PROJECT
Automation of franchise inquiry management to improve speed, accuracy, and lead handling efficiency.
WHAT WE DID
Built a custom HubSpot system with forms, workflows, templates, and automated lead follow-up.
TIMELINE
Project launched during the COVID-19 period to address urgent operational challenges.
Key Challenges
01.
Disrupted Lead Flow
The pandemic drastically reduced foot traffic and in-store engagement, leading to a sharp decline in franchise inquiries.
02.
Data Inconsistencies
Leads were tracked across disconnected systems, resulting in missing data and a lack of visibility for decision-making.
03.
Manual Processes
Inquiry handling was time-consuming and manual, slowing response times and overloading the stretched internal team.
04.
Underused Tech Stack
HubSpot was in place, its potential remained untapped, and other tools like Fran Connect didn’t align with internal workflows.
Process
Digital Stand began with a close collaboration: assessing The Coffee Club’s franchise sales process and defining requirements. We mapped the ideal journey from initial inquiry to scheduled discovery call. In workshops with The Coffee Club team, Digital Stand identified key bottlenecks and data gaps. This scoping phase set the stage for a tailored HubSpot build. Throughout, we maintained clear communication with stakeholders, ensuring the solution fit The Coffee Club’s brand and sales model.
Our Solutions
Digital Stand delivered a custom HubSpot automation suite for franchise inquiries. Key elements included:
-
Landing Pages & Multi-Step Forms
Branded pages to capture franchise interest, with progressive forms that gather detailed information while keeping prospects engaged. -
Automated Workflows
Lead routing and follow-up emails triggered instantly when forms are submitted, ensuring no inquiry is missed. -
Deal Pipelines
A clear franchise-pipeline in HubSpot gave visibility into each lead’s stage, enabling sales to prioritise “hot” inquiries.
-
Sales Templates & Playbooks
Pre-built email templates and playbooks ensured every prospect got a timely, consistent message. SMS and automated emails kept franchise leads informed at every step. -
Meeting Scheduler
An embedded scheduler allowed prospects to book franchise meetings online, removing back-and-forth and speeding up appointment setting.
This strategic use of HubSpot tools automated routine tasks and tied together marketing and sales processes. The Coffee Club’s marketing team could now add new content or edit forms themselves, while the sales team had templated messages at their fingertips.
Results That Speak for Themselves
The impact was immediate and measurable. Digital Stand’s HubSpot automation drove remarkable performance improvements.
Efficiency
The team cut inquiry processing time by ~30–40%, freeing staff to focus on high-value activities.
Data Accuracy
New multi-step forms and workflows ensured 100% complete data on every inquiry. No leads were lost.
Visibility & Reporting
HubSpot dashboards gave real-time insights into franchise leads and conversions, improving decision-making.
Sales Enablement
Standardised templates and timely follow-ups boosted engagement, while the scheduler saved hours of admin.
“Digital Stand’s HubSpot solution cut our inquiry-handling time by about a third and ensures no lead falls through the cracks,” said The Coffee Club’s Franchise Director. “We now process every request with 100% data accuracy and can focus on engaging qualified leads.”
Franchise DirectorThe Coffee Club
Resulting in Automation that Delivers
Digital Stand’s partnership has transformed The Coffee Club’s franchise pipeline. The new system set a new standard for lead management – faster response times, perfect data integrity, and stronger sales-team engagement. The Coffee Club can now scale its franchise lead generation more confidently, knowing its HubSpot-driven process is robust. These improvements position the brand for continued growth in a challenging market. As HubSpot notes, automating routine tasks frees teams to focus on strategic work – exactly the outcome The Coffee Club needed to thrive.
30%+
Faster Lead Processing
2x
More Leads Handled
60%
Higher Engagement
70%
Less Admin