Carrols Restaurant Group partners with The MacLaren Group to implement a world-class Workforce Management System (WFM) throughout their 1,200 locations.
Through strategic change management, targeted communication, and immersive training, The MacLaren Group empowered Carrols Restaurant Group to successfully transition to a modern workforce management system—unlocking operational efficiencies and long-term business value.
At a Glance
Rapid Rollout
Successfully implemented a new Workforce Management (WFM) system across 1,200 locations in just seven months.
Comprehensive Change Management
Prioritized change management and user adoption through a two-phased approach focusing on process transformation and user training, addressing potential resistance to change.
Measurable Results
Achieved standardized labor management, increased manager confidence, improved employee engagement (through a mobile app), and met all projected ROI targets, leading to properly staffed restaurants and high customer satisfaction.
Overview
Carrols Restaurant Group, the largest Burger King franchisee in the United States, was transitioning from an in-house workforce management (WFM) tool with limited functionality to a world-class solution with advanced scheduling, forecasting, mobile self-service, and real-time analytics.
This shift was not just a technological upgrade—it required a fundamental change in management patterns and the labor model. Given the restaurant industry’s reliance on precise staffing to maintain operational standards across 1,200 locations, overcoming change resistance and ensuring adoption were critical success factors.
The Business Need
Carrols Restaurant Group required a modern, efficient, and standardized workforce management (WFM) system to replace its outdated in-house tool. This upgrade was critical to optimize scheduling and forecasting, ensure labor compliance across 1,200 locations, improve manager competency, increase employee engagement, and ultimately meet projected ROI targets while maintaining high customer satisfaction. The successful implementation of this system required a comprehensive change management strategy to overcome potential resistance and drive user adoption across the organization.
The MacLaren Group Solution
The MacLaren Group partnered with Carrols to implement a two-phased approach focused on both process transformation and user adoption. The strategy behind the two phases was to limit the change in a given time— with the first phase focused on the workflow changes and the second on the technological shift and getting the most out of the new solution. This approach minimized disruption and allowed for tailored learning at the right time, reducing information overload.
Phase 1: Management & Compliance Readiness
The MacLaren Group performed comprehensive discovery sessions across Carrols’ regions to assess region-specific operational practices and determine areas requiring alignment with corporate-wide standards.
Designed a change management strategy incorporating a robust communication and training plan.
Addressed labor formula adjustments proactively with communication tools, ensuring managers understood labor reallocation rather than reduction, highlighting cross-training and hiring opportunities.
Implemented across the enterprise a transition roadmap that clearly outlined the current status, upcoming steps, and long-term objectives. Messaging was delivered through market labor champions and intra-store message boards to ensure top-down buy-in and alignment across the organization.
Phase 2: Training & System Adoption
Created a structured communication plan with targeted materials to support change adoption.
Designed, piloted, and proved out an immersive, on-site two-day training workshops for hands-on learning for over 2,400 participants.
Developed custom web-based training courses with interactive system simulations, providing a safe space for employees to gain proficiency in the new WFM tool.
Our Approach
Discovery & Assessment
The MacLaren Group conducted in-depth discovery sessions across Carrols’ regions to understand existing workflows and regional differences. This analysis provided critical insights to align operational practices with standardized corporate rules, ensuring the WFM system functioned as intended.
Change Management Strategy
A comprehensive change management plan was developed to guide Carrols through the transition. This included communication strategies, leadership buy-in initiatives, and structured engagement to ensure adoption at all levels of the organization.
Communication Planning & Execution
The MacLaren Group collaborated with Carrols’ internal communications team to develop a clear and consistent messaging strategy. This ensured all stakeholders understood the benefits, the transition roadmap, and how the changes impacted their roles
Custom Training Program Development
To facilitate smooth adoption, The MacLaren Group designed an extensive training curriculum. This included customized training materials tailored to Carrols’ specific workflows, ensuring managers had clear, practical resources to integrate the new system into their daily operations.
Instructor-Led Training Workshops
The MacLaren Group developed an immersive two-day, on-site workshop designed to provide hands-on training for 2,400 end-users. These sessions reinforced critical concepts and helped managers gain confidence in using the new WFM system.
Custom Web-Based Training Courses
Web-based training courses were developed with custom simulations, allowing employees to practice in a safe environment. This provides new hires with a structured way to learn and retain system knowledge.
The Results
Seamless adoption of the new WFM system across 1,200 locations.
Standardized labor management and compliance practices, enabling optimized scheduling and forecasting.
Increased manager confidence and competency in using the new system to drive operational efficiency.
Increased employee engagement through mobile app.
Carrols met all projected ROI targets with a seamless transition, ensuring properly staffed restaurants and high customer satisfaction, successfully rolling out across 1,200 locations in seven months.
Through strategic change management, targeted communication, and immersive training, The MacLaren Group empowered Carrols Restaurant Group to successfully transition to a modern workforce management system—unlocking operational efficiencies and long-term business value.