CHICAGO — There was a time when running a laundromat remotely sounded nearly impossible.

Owners had to be present to check collections, monitor employees, respond to customer complaints, adjust pricing, track machine performance and determine whether stores were operating as expected.

Multi-store owners often relied on phone calls, handwritten reports, trusted attendants and regular site visits to understand what was happening inside their businesses.

Today, the picture is dramatically different.

Modern remote-management systems provide operators with access to real-time sales information, machine performance metrics, employee activity, customer communications, maintenance alerts and operational reports from virtually anywhere.

Whether an owner is across town, across the state or across the country, the ability to monitor and manage a laundry business remotely has become increasingly common — and expected.

The technology itself varies widely. Some systems emphasize machine management and performance tracking. Others focus on payments, customer engagement, wash-dry-fold operations, or employee accountability. Many now combine multiple functions into a single platform.

Steve Marcionetti, president of Card Concepts Inc. (CCI), says his company’s LaundryCard, FasCard and FLEX RF systems provide live visibility into store sales, customer activity and employee management.

Sivan Salem, senior director of product operations for Cents, says its integrated operating system combines business management software, customer communication tools, machine monitoring, employee oversight and financial reporting through its Business Manager app, LaundroPortal, Laundroworks platform and hardware offerings.

Curbside Laundries’ wash-dry-fold point-of-sale (POS) system allows owners to access store information from any connected device, including computer, smart phone and tablet, says co-founder Matt Simmons.

Dexter Laundry’s DexterLive platform helps operators monitor machine activity, revenue, alerts and store performance remotely, according to Business Development Specialist Destiny Klehm.

Mike Hand, a vice president at Alliance Laundry Systems, says Huebsch Command provides real-time operational data and control capabilities through an owner portal, customer relationship management and more, while Marketing Business Partner Amanda Goebel says Alliance’s Speed Queen Insights links that brand’s laundry equipment, payment systems dashboard and customer apps to give owners access to store performance information and remote programming tools.

Jeffrey Hurant, director of software products for Laundrylux, points to his company’s LaundryPulse and LaundryPay as cloud-based solutions that combine owner oversight with customer convenience.

Setomatic Systems VP of Sales John Kelly says the SpyderWash operator portal brings self-service, wash-dry-fold (WDF) and pickup-and-delivery (PUD) information together under one dashboard.

And Wash-Dry-Fold POS was built, according to CEO Ian Gollahon, from the ground up as a cloud-based management platform accessible from any connected device.

While their products differ, they agree on one point: remote management is no longer simply a convenience. It has become an increasingly important part of operating a modern laundry.

The phrase “remote management” often brings to mind technology, dashboards and reports. Yet many suppliers believe the real benefit has less to do with software and more to do with freedom.

Laundry owners frequently discover that growth becomes difficult when the business depends on their constant physical presence.

“The No. 1 operational challenge owners are trying to solve through remote management is creating freedom and not being tied down to the laundromat,” Simmons says. “A customer and driver issue can happen at any time. Having all of the in-store tools available to you on your phone gives owners the peace of mind that they can solve any problem from anywhere.”

Goebel says many owners simply want to remain connected to their businesses when they are not physically present. They want confidence that stores are operating properly and that customer concerns can be addressed quickly.

Hand describes the issue as one of visibility: “In the past, owners needed to be in the store to get an accurate read on operations.” For owners operating laundromats as side businesses or balancing multiple responsibilities, that requirement can become a significant obstacle.

Marcionetti says owners frequently use remote tools to monitor machine activity, employee attendance, task completion and collection schedules. Having immediate access to that information eliminates uncertainty and allows operators to respond before minor issues become larger problems.

Easy access to information remains one of our industry’s most significant challenges, Kelly believes.

In many operations, self-service, WDF and PUD functions are tracked separately. Bringing all of that information together gives owners a clearer picture.

For Salem, the challenge goes beyond convenience: “The biggest operational challenge laundry owners are solving with remote management is the dependency on being physically in the store. Without the right tools, every customer issue, machine fault, or staff question requires someone on-site to resolve.”

Those interruptions can consume valuable time and hamper business growth.

“The goal of remote management isn’t to eliminate the store visit,” Salem says. “It’s to make every visit intentional rather than reactive.”

Gollahon believes that distinction is critical: “You have to be able to leave your laundromat without losing control of it.”

Having the ability to glance at their phone and see that procedures are being followed and employees remain productive is the feeling of freedom every laundromat owner is looking for, he adds.

“Having a connected management system gives (owners) back their time,” says Kelly.

Coming in Part 2 on Thursday: Turning data into decisions, and running unattended and partially attended stores