Case Study: North American Association of Subway® Franchisees (NAASF) achieves crowdsourced support and stronger member engagement with Higher Logic

NAASF Crowdsources Customer Support and Advocacy with Online Community

The North American Association of Subway® Franchisees (NAASF), founded in 1999, needed a private, easy-to-use way for nearly 8,000 franchisees across North America to share best practices, troubleshoot equipment and discuss industry issues. Their old discussion board was clunky and was removed, and periodic town-hall meetings left gaps in timely, confidential communication and advocacy.

NAASF implemented Abila netFORUM as its AMS and launched a Higher Logic community in February 2015, supported by member webinars and automation to drive adoption. The community now counts 6,690 members, generated 1,015 discussions in its first year (about 85/month), 762 resource downloads and a digest open rate near 29%. Members use the forum for crowdsourced support and advocacy (notably on wage and healthcare changes), which boosted renewals, reduced support costs and increased ongoing member engagement.

North American Association of Subway

Illya Berecz

Executive Director