Customer Direct centralizes customer care, lead routing, appointments, overflow, and after-hours coverage while preserving the local rules each franchise location needs.
Begin with selected locations, call types, coverage periods, or a network-wide program.
Industry services
Create one operating standard while preserving differences in territory, hours, services, calendars, and escalation contacts.
Answer approved questions and service requests using shared brand standards and location context.
Capture inquiries and apply the network’s location, territory, service-area, or ownership rules.
Support approved booking, rescheduling, confirmation, and location-specific service workflows.
Give brand leaders visibility into customer demand, location trends, and adherence to shared standards.
Action through technology
Every Customer Direct program includes Happitu, our proprietary AI platform for conversation intelligence and Auto-QA. Configured around your franchise operation, it surfaces local demand, recurring complaints, brand inconsistency, market-to-market differences, and coaching opportunities. These insights go beyond what even the best-trained agents can report on their own.
Classify location-level call reasons and outcomes to see demand and friction across the network.
Top Call Reasons
Quote handling
Variance concentrated in 4 locations
Connect brand-consistency and routing signals to the locations and territories responsible for customer friction.
Consistency signals
Cross-location trends
Signals detected
212
Locations flagged
6/23
Northgate
After-hours gaps · 44 mentions
Riverside
Brand-script drift · 28 mentions
Harborside
Review sentiment · 15 mentions
Auto-QA evaluates every eligible call against shared brand standards. Customer Direct uses the results to identify gaps, coach agents, and track improvement.
Team performance
Program quality overview
Quality score
↑ 3.5 points
Compared with prior period
Coaching focus
After-hours expectations
Customer Direct
Uses shared training, approved workflows, Auto-QA, and coaching across the program.
Location-by-location answering
Varies by local staffing, scripts, and management.
Customer Direct
Applies location-specific hours, services, territories, calendars, and escalation rules.
Location-by-location answering
Depends on each location maintaining its own process.
Customer Direct
Adds centralized coverage while preserving the correct location workflow.
Location-by-location answering
Calls wait, roll to voicemail, or depend on another local employee.
Customer Direct
Uses Happitu to report location trends, consistency, demand, and recurring friction.
Location-by-location answering
Reporting remains fragmented across locations and vendors.
Engagement models
Choose focused coverage or a fully managed operation, then expand after workflows and performance meet agreed expectations.
Start with a focused answering-service program for defined calls, scripts, messages, and routing without committing to a dedicated team.
Add trained capacity when internal teams are busy or demand exceeds the coverage they can provide.
Extend coverage across evenings, weekends, holidays, and overnight periods using approved workflows and escalation rules.
Build a dedicated team around higher volume, deeper system work, multiple channels, and program-specific performance goals.
See how Customer Direct designs workflows, systems, staffing, training, quality monitoring, and continuous improvement around your operation.
Explore Our ProcessPrograms can support approved CRM, help desk, calendar, field-service, phone, messaging, routing, and reporting workflows across locations.
Brand standards, location access, customer verification, territory logic, data visibility, recordings, ownership, and escalation are defined for the network.
Define the brand standards, local rules, routing, systems, coverage, and reporting required for a focused franchise program.
Yes. We can design routing, scripts, reporting, and escalation workflows for multi-location franchise systems.
Yes. We can route inquiries based on zip code, territory, service area, location, owner, or other approved business rules.
Yes. We can structure reporting to show call reasons, trends, volume, and performance by location where data is available.
Yes. We can combine centralized scripts and QA expectations with location-specific routing, hours, service areas, and escalation rules.
Yes. We can add locations, routing rules, scripts, escalation contacts, and reporting views as your network expands.
Yes. We can design business-hours overflow, evening, weekend, holiday, and 24/7 coverage based on your brand and location requirements.
