CHICAGO — Remote management has transformed how laundromat owners operate their businesses.
From sales reporting and machine monitoring to employee oversight and customer communication, today’s technology allows operators to stay connected to their stores from virtually anywhere. What once required frequent site visits can now often be handled through a smartphone, tablet or computer.
The tools available vary widely. Some focus on machine performance and maintenance alerts, while others emphasize payments, wash-dry-fold operations, customer engagement or staff accountability. Increasingly, owners are combining multiple platforms to gain greater visibility, improve responsiveness and maintain control of their businesses—even when they're away from the store.
Several representatives whose companies offer platforms with remote-management capabilities answered questions from American Coin-Op about best practices.
MANAGING MULTIPLE LOCATIONS
Remote-management systems may provide convenience for single-store operators, but their value often increases dramatically when owners expand to multiple locations. The challenge is simple: owners cannot be everywhere at once.
Wash-Dry-Fold POS CEO Ian Gollahon says multi-store operators often have much higher expectations for remote-management systems because the complexity of overseeing several locations grows quickly.
He points to equipment-management tools that allow owners and technicians to access machine histories, serial numbers, repair records and parts information from a smartphone.
“One of our customers uses this feature to manage thousands of machines across 30-plus laundromats,” he says.
Setomatic Systems VP of Sales John Kelly says centralized dashboards are critical because they eliminate the need to gather information from multiple sources.
“What works at Store A may not work at Store B,” he says.
Having comparable information available in one location allows owners to evaluate performance more effectively.
Sivan Salem, senior director of product operations for Cents, believes multi-store management is where remote tools become truly transformative.
Operators can compare locations side by side, review consolidated revenue, monitor staff activity and quickly identify issues requiring attention.
“What operators tell us is that it effectively lets them clone themselves,” he says.
Jeffrey Hurant, director of software products for Laundrylux, says the ability to compare performance across locations may be one of the most valuable capabilities available to multi-store owners.
An operator can identify underperforming locations, evaluate promotions and understand machine utilization without leaving the office.
Mike Hand, a vice president at Alliance Laundry Systems, including the Huebsch brand, believes efficiency is the real advantage: “Time is money. More efficient management enables owners to scale faster.”
Centralized reporting allows owners to compare collections, identify trends and determine where resources should be focused, notes Destiny Klehm, business development specialist for Dexter Laundry.
Matt Simmons, co-founder of Curbside Laundries, argues that automation becomes increasingly important as businesses grow.
“It is not enough to oversee the store, or manage it remotely,” he says. “You need automated systems in place to reduce the laundry owner’s workload.”
Steve Marcionetti, president of Card Concepts Inc. (CCI), points out that consolidated reporting can simplify oversight across multiple locations.
“Quite simply, remote-management systems are the most powerful tools in helping owners scale faster to multiple locations,” says Amanda Goebel, marketing business partner for Alliance Laundry Systems and its Speed Queen brand. “Owners can’t be in multiple places at once.”
LABOR, ACCOUNTABILITY AND GROWTH
Remote-management systems are frequently discussed in the context of labor shortages and rising wages.
Many suppliers believe those challenges have accelerated remote-management adoption, although most say the benefits extend well beyond labor savings.
Goebel notes that owners increasingly value their time: “Time is a finite commodity.”
Tools that provide visibility and control allow owners to spend less time reacting and more time managing strategically.
Hurant says labor remains one of the largest expenses facing many operators.
Remote-management systems reduce the need for constant on-site oversight while providing better visibility into productivity and operational performance.
At the same time, Hurant notes that attended stores often deliver superior customer experiences because employees can answer questions and resolve issues immediately.
Simmons says rising labor costs are encouraging operators to automate repetitive tasks wherever possible.
“It is important to make sure that your employees are spending their time on high-value, revenue-generating activities,” he says.
Hand says he sees growth — not labor — as the larger driver.
Owners increasingly want tools that help them manage businesses at a higher level, understand customer behavior and make informed decisions.
Those who want to open additional stores, expand pickup-and-delivery services or invest in marketing automation need systems that allow them to manage those businesses remotely.
“Remote management is the only way to scale a laundry business effectively,” Salem asserts.
Kelly points out that remote visibility can also improve accountability. Owners can monitor transactions, employee activity and machine usage in real time, helping reduce opportunities for theft or operational problems.
Klehm says remote-management tools help owners maintain consistency across stores while reducing labor pressures.
Gollahon takes a broader view. For him, cloud-based management is simply the natural evolution of business technology.
“Labor could be free and we’d still only develop cloud-based tools,” he says.
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