CHICAGO — In the ever-evolving landscape of business automation, artificial intelligence — or AI — is making waves in unexpected places. From self-driving cars to personalized shopping experiences, AI’s potential seems boundless. But what about AI and laundromats?
Envision a store where machines predict load sizes, adjust detergent levels, and even offer tailored washing programs based on fabric types. This technology isn't just about convenience; it's about efficiency, cost savings, and better customer experiences.
In a recent Coin Laundry Association webinar, a trio of panelists with experience in software development, digital marketing and laundromat management discussed AI’s potential role in operating more efficient and customer-focused laundries.
In Part 1, the panel discussed how they use AI in their own work. Let’s conclude:
WORKING WITHIN THE EBB AND FLOW
What are some other potential uses of AI to benefit owners and customers?
“To the laundry owner, I think the cost savings is a big benefit to them, because they can reduce maintenance costs, improve customer retention, and also in terms of improving productivity and efficiency,” says Al Anjavi of laundry software developer Cleantie.
Contactless payment, remote security monitoring, and service customization are other areas that are evolving with the help of AI, he adds.
“Now you’re capturing a lot of data on the customers so you can give them better-quality service. You know what things they like, what they don’t like. Maybe give them a warning when a machine becomes available or a new service is being offered.”
What’s more, when able to track multiple sources of data, AI can identify a laundry’s ebb and flow.
“The AI algorithm can detect the time there is certain customer demand, and the seasonal trends and other factors to predict future demand for the laundry service,” Anjavi says. “Then it could forecast demand in terms of staffing level, machine utilization and inventory control.”
“When you really think about the enhanced interaction, there’s opportunities there as you start to AI-augment the (online) chat functionality,” says Trey Bowden, project manager with digital marketing agency Spynr. “You’re providing faster response time to your customer base, and more importantly, you can get it trained on your operating procedures.”
“We use (AI) … with our software provider for routing, route optimization,” says Paul Hansen of Laundry Growth Partners, who has a sizable wash-dry-fold operation through his multiple laundromats. “We use it for a lot of marketing automations based on customer activity.”
Speedier data analysis can surely benefit today’s busy laundry owners, Bowden adds.
“Business owners wear many hats. There are only 24 hours in a day. When you think about going deeper on accounting data, machine data, all the things that will help optimize your business and/or optimize new lead (generation), how can you utilize these to fast-track that analysis and perhaps bring something to light that you might not have discovered without it.”
“It’s kind of the brass ring to be able to market to people who you know are going to use your product later on,” Hansen says. “If you can drill down with that and use lookalike audiences to find people you’re most likely to service, it’s more cost-efficient, obviously.”
Bowden sees a day when a laundry’s value add center will feature a multilingual virtual avatar preloaded with business FAQs to assist customers in how best to use the facility and equipment.
Laundry owners trying to integrate products that use AI may encounter some pushback from staff members adverse to change, Anjavi says.
“It’s gotten a little bit easier now that just about everybody has got a smartphone. I think the barrier isn’t as high as it once was,” Hansen says of acclimating his staff to AI-powered tools. “Most of my employees are not the most highly educated people. They’re intelligent but they’ve just not experienced this. It’s just working with them, being patient, and showing them in simplified ways. Don’t make it too difficult.”
“Keep that conversation going with the team,” Bowden says. “We’re still dealing with that just like anyone else. We’re a tech company but I’m constantly promoting to the team to self-educate and point out new developments in the tech space.”
When a new technology like AI comes into play at your laundry, get your team involved, he suggests.
“Promoting people to be curious and go out there and learn more, I think, will go a long way, but keep the channels open about how you expect … to implement an AI function into your process. Get involved with the team to get their insight and that usually (results) in a better outcome.”
The Coin Laundry Association frequently offers webinars that cover topics such as marketing, store operations and management, and new investor education. Visit www.coinlaundry.org/events/webinars to learn more.
Have a question or comment? E-mail our editor Bruce Beggs at [email protected].
