Project Spotlight: Supporting POS Menu Rollouts for Subway Franchisees
Project: Franchisee POS Support & Menu Update Facilitation
Role: Technical Support Lead / Franchise Liaison
Company: Subway Development of SC
Industry: QSR Technology | POS Management
Tools Used: Proprietary POS Software, Instructional Troubleshooting, Escalation Workflows, Cross-Cultural Communication
The challenge
Subway Corporate frequently released new menu items across its locations, requiring timely updates to each store’s POS system. While corporate provided instructional materials, these guides often assumed technical fluency that many franchisees—especially those from non-technical or international backgrounds—did not possess. As a result, operators regularly struggled with locating specific backend settings or understanding how to execute updates.
my role
As the go-to support contact for franchisees in our region, I took ownership of bridging the gap between corporate documentation and real-world franchise needs. My responsibilities included:
- Advocating on behalf of operators by escalating unsolved issues to Subway Corporate.
- Troubleshooting POS systems hands-on when guidance was unclear.
- Walking franchisees through update steps tailored to their individual skill levels.
- Communicating with diverse franchise owners across varying cultural and technical backgrounds.
What i did
- Investigated backend configurations when documentation failed to provide clear directions.
- Translated technical language into simple, actionable steps for franchisees.
- Maintained records of common issues and recurring challenges to streamline future rollouts.
- Coordinated with Subway Corporate support, following each escalation through to resolution.
- Fostered trust and rapport with franchisees by ensuring they felt supported, heard, and empowered.
The outcome
Franchisees in my region were able to implement system updates more accurately and confidently—even without prior technical knowledge.
- Honed skills in backend POS systems, cross-cultural tech support, and persistent issue resolution under pressure.
- Increased the speed and success rate of POS menu rollouts.
- Reduced the number of escalations required over time due to clearer communication and proactive troubleshooting.
- Strengthened franchisee relationships by providing dependable, empathetic support.