We <3 our customers

Liberty Tax is known for the total support they provide their franchisees. Their tax return preparation franchise is consistently recognized as a leader among distributed businesses spanning all industries. Liberty Tax uses Emma to manage communications across all their locations to protect the Liberty Tax brand and maintain a consistent message to all their customers.

USING EMMA TO OPTIMIZE THOUSANDS OF FRANCHISES

Liberty Tax has 2,000 sub-accounts; most of which are franchise owners. “I want the franchisees to understand the power of email in the inbox. It’s that brand recognition, so when tax time comes around, the customer doesn’t think twice about going somewhere else,” said Liberty Tax’s Marketing Communications Specialist, Kathleen Guzman.

Kathleen provides Emma training to her franchisees and explains the added value they will see when they start using the tool. “Emma is so easy to use. I give them the training login and they can experiment with that,” Kathleen continues, “I had a franchisee say to me, ‘I sent out my first email and the next day I had three new customers’ — it blew me away!”

Most of the franchisees have zero marketing experience, so ease of use is critical. Kathleen added, “I have a full range of templates that I’m able to quickly edit and all the franchisee has to do is send it out.”

SWITCHING TO EMMA MEANT ZERO DOWNTIME

Liberty Tax chose to enlist the help of Emma’s Professional Services team to migrate their data from their previous provider to Emma. “Everybody’s account was already set up with their current list, so I was ready to go,” Kathleen added.

In addition to data migration, Emma offers services such as email design creation, training, and strategic guidance. Emma also provides free topical webinars. “I was on a template webinar and I had the template done and in all the franchisees accounts before the webinar was even over,” shared Kathleen. “Everything has just been so easy.”

WHY DID LIBERTY TAX CHOOSE EMMA?

When asked ‘Why did you choose Emma?’, Kathleen’s response was, “Oh geez, where do I begin?!”

Liberty Tax’s contract with their previous provider was up for renewal, so Kathleen did her due diligence and researched other options. “{The Account Executive} started to go through all the features and my jaw was on the ground. And then the price was perfect for what we needed. You made it really, really simple for me,” explained Kathleen.

WHAT THE FUTURE LOOKS LIKE:

As Liberty Tax connects their reporting data to Emma, they’ll be ready to take their email strategy to the next level with automation. “Segmentation and automation are my keys for this coming year,” highlighted Kathleen.

Utilizing customer sign-in data, Kathleen’s team will be able to deliver the most timely and relevant emails possible using Emma’s automation workflows.