Allied Domecq, the parent company of Dunkin Donuts, Baskin Robbins and Togo's, is one of the largest franchisers in the world. The Allied Domecq Quick Service Restaurant (ADQSR) had to serve more than 5,000 franchisees with only 350 field executives. The executives needed to periodically travel to each of the franchises to evaluate and plan their relationship with ADQSR. This included reviewing sales figures, contractual information, financial information, historical relationship documents and ongoing communications.

This information was spread across Allied in many different sources, including the sales system, the company's Oracle-based data and the company's numerous Lotus Notes databases. As a result, the field executives were spending between six and eight hours per week collecting this disparate information instead of serving their clients, the franchisees.

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