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Always On Call: ShelfGenie Franchise Systems

July 5, 2011

   ShelfGenie Franchise Systems is the home office for the ShelfGenie network of 45 franchisees supporting over 100 franchise territories. At the heart of the support system is a call center that manages the entire customer service process from the very first conversation with a potential customer to the follow-up thank you call and customer satisfaction survey. Beyond the call center, the ShelfGenie Home Office provides operational and marketing counsel to franchisees and their network of in-home designers and installers. Since opening in Cobb County in 2007, ShelfGenie has experienced phenomenal growth. They have grown to become the nation’s only glide-out shelving franchise supporting locations across the country. Since these franchise locations are wide spread, ShelfGenie’s staff has made many improvements with the use of their intranet system to communicate between personnel. This adaptation has allowed them to ensure that every ShelfGenie brand ambassador has the information they need immediately to give the best service to their customers. ShelfGenie’s mission is to exceed the expectations of their customers by transforming their cabinets and improving their home-living experience, which they have achieved as a one of the Cobb Chamber’s Top 25 Small Businesses of the Year.

Business Snapshot
President & Co Founder: Barry J. Falcon
Industry: Carpentry Contractors
Company Description: Home office for the ShelfGenie network of 45 franchisees supporting over 100 franchise territories.
Number of Employees: 20 full- and part-time
Percentage of growth from 2010: 12%
Location: Marietta
Contact Info: www.shelfgenie.com

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