Is the Customer Relations Management system provided to Byrider franchisees at an additional cost?
Byrider Franchise · 2025 FDDAnswer from 2025 FDD Document
The Company's technology system is made up of four components: 1) Byrider Proprietary Software, 2) off-the-shelf software, 3) hardware, 4) Software as a Service (SaaS) platforms from third party providers as well as public cloud-based platforms, and 5) dealer management system with integrated mandatory Customer Relations Management provided at no additional cost to Franchisee. The Customer Relations Management assists with Agency and Direct Consumer Complaints. When Franchisee's franchised location receives an Agency Complaint (such as Better Business Bureau, Attorney General, Consumer Financial Protection Bureau, Media, or Private Attorney), Franchisee must investigate the complaint, forward the complaint to the Company's Customer Service, and timely respond to the Agency; when Franchisee's franchised location receives a Direct Consumer Complaint (i.e., Customer Service phone/email), Franchisee will investigate the complaint, resolve it directly, and timely report the results to Customer Service detailing the resolution or action taken. The Company's Compliance Department administers the Customer Service mailbox and phone line and tracks the complaints and responses. Franchisee is responsible for investigating, taking corrective action, and resolving these complaints. Franchisee must license and use the Byrider technology system necessary to operate day-to-day business. Franchisee must pay the cost of the technology system to the appropriate vendor as shown on Exhibit D, Appendix B, upon receiving invoices. Exhibit D, Appendix A, identifies the items that are typically required per franchised location. The Company may at times allow for substitution of items in Appendix A at the request of Franchisee if a substitution will not materially impact the Company's delivery of services or support but is under no obligation to do so.
Source: Item 23 — Receipts (FDD pages 88–335)
What This Means (2025 FDD)
According to Byrider's 2025 Franchise Disclosure Document, the dealer management system with integrated mandatory Customer Relations Management (CRM) is provided to franchisees at no additional cost. This CRM system is designed to assist with both Agency and Direct Consumer Complaints. Agency Complaints include those from entities like the Better Business Bureau, Attorney General, Consumer Financial Protection Bureau, Media, or Private Attorneys. Direct Consumer Complaints refer to customer service inquiries received via phone or email.
When a Byrider franchisee receives an Agency Complaint, they are required to investigate the complaint, forward it to Byrider's Customer Service, and respond to the agency in a timely manner. For Direct Consumer Complaints, the franchisee must investigate and resolve the complaint directly, then report the resolution or action taken to Customer Service. Byrider's Compliance Department manages the Customer Service mailbox and phone line, tracking all complaints and responses.
Ultimately, the Byrider franchisee is responsible for investigating, taking corrective action, and resolving customer complaints. The CRM system is a component of the broader Byrider technology system, which franchisees are required to license and use for their day-to-day business operations. While the CRM itself is provided at no additional cost, franchisees are responsible for the costs associated with the overall technology system, as detailed in Exhibit D, Appendix B of the Franchise Agreement.