How Deka Lash carried 400 locations through a technology cutover with 93% of franchisee questions resolved without a person.

Key results

• Resolved without a person: 93%
• Questions deflected: 430+
• Average response time: < 30s

Client: Deka Lash
Network: Beauty studios, North America
Focus: Cutover support

“AI is now an expectation in franchisee support. With EZee Assist, our owners get accurate, brand-specific answers 24/7, not generic internet advice, while our team focuses on bigger initiatives.”
Troy McCullen · Vice President of Operations, Deka Lash

The challenge

Deka Lash is a rapidly growing beauty franchise with locations across North America. Their franchisees regularly had operational questions about scheduling, procedures, vendor contacts, marketing materials, and brand standards.

The support team, while dedicated, was overwhelmed by the volume of repetitive inquiries. Leadership recognized that AI was becoming an expectation in franchisee support rather than a nice-to-have.

What EZee Assist changed

Deka Lash implemented EZee Assist, internally named Alpha, as their franchisees' first line of support. The platform ingested Deka Lash's complete operational knowledge base and made it instantly accessible through the channels franchisees already used.

The rollout went quickly, because using it required no change in behaviour. That mattered most during the cutover week, when every location had the same question at the same time.

What it returned

EZee Assist reached a 93% resolution rate, meaning the vast majority of franchisee questions were answered instantly without any human involvement. Over 430 questions were deflected from the support team. Franchisees embraced the technology so quickly that they began telling each other to use Alpha, which is peer adoption with no marketing push behind it.