CUSTOMER STORY
Meet the Customer
Scooter’s Coffee is a leading drive-thru coffee franchise, founded in 1998, that has rapidly expanded to nearly 900 multi-location storefronts. The brand is built on core principles of fast service and a strong culture. Critical to its growth and success in its local markets is Shoshannah DiDomenico, Senior Manager of Field Marketing, who empowers franchisees to adopt effective local marketing strategies and drive measurable business results. This focus on supporting franchisees and local performance is key to scaling the brand's local SEO and reputation management efforts.
Meet the
Visionary
Meet the Customer
Summary
Shoshannah DiDomenico
Scooter’s Coffee, a fast-growing franchise with nearly 900 locations, used SOCi Genius Agents to scale local marketing, automate review responses, and maintain brand consistency without adding headcount. This helped franchisees execute more effective local marketing, improved performance in competitive markets, and enabled the corporate team to reduce manual work and focus on strategy.
This discussion offers valuable insights for any multi-location brand looking to scale its reputation strategy, strengthen customer connections, and build a more efficient, future-ready marketing engine.
Senior Manager, Field Marketing
How Scooter’s Coffee Scaled Local Marketing and Reduced Manual Work Across 900 Locations with SOCi Genius Agents
INDUSTRY
LOCATIONS
PRODUCTS
Food and Beverage
900
Food and Beverage
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Meet the
Visionary
Meet the Customer
Summary
Scooter’s Coffee, a fast-growing franchise with nearly 900 locations, used SOCi Genius Agents to scale local marketing, automate review responses, and maintain brand consistency without adding headcount. This helped franchisees execute more effective local marketing, improved performance in competitive markets, and enabled the corporate team to reduce manual work and focus on strategy.
Summary
+13%
+38%
+27%
increase in Google Business Profile leads
increase in locations showing up in top 3 search results
increase in direction requests year over year
Meet the
Visionary
Meet the Customer
Summary
As a rapidly growing franchise marketing brand with nearly 900 locations, Scooter’s Coffee struggled with scaling its local marketing strategy across the system. While franchisees wanted to engage their communities, the lack of centralized support resulted in inconsistent branding and missed local SEO visibility opportunities. At the same time, the corporate team faced bandwidth constraints. Manual processes like review responses and content approvals were time-consuming, and franchisees needed more support to execute localized marketing effectively.
The Challenge
Meet the
Visionary
Meet the Customer
Summary
The Solution
Scooter’s Coffee implemented SOCi Genius Agents to help franchisees take control of their local marketing while staying aligned with brand standards. With built-in guardrails for tone, voice, and approvals, franchisees could easily create and publish localized content that reflected their community involvement without needing deep marketing expertise. This approach enabled Scooter’s Coffee to maintain brand control while extending marketing capabilities across hundreds of locations without adding headcount.
Genius Agents also automated high-effort tasks like review responses, ensuring every location stayed active and responsive online. SOCi enabled franchisees to “show up” in their markets by effectively allowing owners to highlight local events, promotions, and community engagement in a structured, brand-safe way. With insights into what customers were searching for in each region, franchisees could tailor their content to stay relevant and competitive in crowded markets.
We could not be responding to reviews as our main priority, but we knew how important it was. Genius Reputation Agent allowed us to take a step back… set the tone and voice… and automate it in a much better way.”
Shoshannah DiDomenico, Senior Manager, Field Marketing at Scooter’s Coffee
Meet the
Visionary
Meet the Customer
Summary
The Results
By combining automation with local flexibility, SOCi Genius Agents helped Scooter’s Coffee achieve significant, measurable results across nearly 900 locations, driving customer traffic and unlocking major operational efficiency.
Driving Customer Traffic & Local Search Wins
SOCi Genius Search elevated Scooter's Coffee listings, resulting in higher search visibility and direct customer actions:
- 38% Increase in Direction Requests (Year Over Year)
- 27% Jump in Top 3 Search Results (Month Over Month)
- 25% Increase in Search Query Impressions (Month Over Month)
- 13% Increase in Google Business Profile Leads (Year Over Year)
Operational Efficiency & Reputation Management
Genius Agents and streamlined workflows boosted online reputation while freeing up corporate bandwidth:
- 75% Decrease in Unresponded Reviews (Year Over Year)
- 17% Increase in Positive Sentiment (Year Over Year)
- Significant Time Savings
Competitive Edge for Franchisees
Franchisees using SOCi outperformed their local competitors, strengthening their market presence:
- Proven Outperformance
- Stronger Local Presence
Meet the
Visionary
The Challenge
Summary
As a rapidly growing franchise marketing brand with nearly 900 locations, Scooter’s Coffee struggled with scaling its local marketing strategy across the system. While franchisees wanted to engage their communities, the lack of centralized support resulted in inconsistent branding and missed local SEO visibility opportunities. At the same time, the corporate team faced bandwidth constraints. Manual processes like review responses and content approvals were time-consuming, and franchisees needed more support to execute localized marketing effectively.
The Challenge
Meet the
Visionary
The Solution
Summary
The Solution
Scooter’s Coffee implemented SOCi Genius Agents to help franchisees take control of their local marketing while staying aligned with brand standards. With built-in guardrails for tone, voice, and approvals, franchisees could easily create and publish localized content that reflected their community involvement without needing deep marketing expertise. This approach enabled Scooter’s Coffee to maintain brand control while extending marketing capabilities across hundreds of locations without adding headcount.
Genius Agents also automated high-effort tasks like review responses, ensuring every location stayed active and responsive online. SOCi enabled franchisees to “show up” in their markets by effectively allowing owners to highlight local events, promotions, and community engagement in a structured, brand-safe way. With insights into what customers were searching for in each region, franchisees could tailor their content to stay relevant and competitive in crowded markets.
Meet the
Visionary
The Results
The Results
By combining automation with local flexibility, SOCi Genius Agents helped Scooter’s Coffee achieve significant, measurable results across nearly 900 locations, driving customer traffic and unlocking major operational efficiency.
Driving Customer Traffic & Local Search Wins
SOCi Genius Search elevated Scooter's Coffee listings, resulting in higher search visibility and direct customer actions:
- 38% Increase in Direction Requests (Year Over Year)
- 27% Jump in Top 3 Search Results (Month Over Month)
- 25% Increase in Search Query Impressions (Month Over Month)
- 13% Increase in Google Business Profile Leads (Year Over Year)
Operational Efficiency & Reputation Management
Genius Agents and streamlined workflows boosted online reputation while freeing up corporate bandwidth:
- 75% Decrease in Unresponded Reviews (Year Over Year)
- 17% Increase in Positive Sentiment (Year Over Year)
- Significant Time Savings
Competitive Edge for Franchisees
Franchisees using SOCi outperformed their local competitors, strengthening their market presence:
- Proven Outperformance
- Stronger Local Presence
increase in total reviews
+17%