How real-time data, remote access, and connected systems are reshaping dry cleaning, laundry, and laundromats

SERIES: Connectivity

By Becca Anderson

This month, we’re looking at connectivity—how it has already reshaped our industry, and how it will continue to do so. A quiet but powerful shift is underway toward IoT (Internet of Things) and remote operations. This is happening across all sectors of the industry, just in different ways.

What is it?

A few years ago, connectivity meant “the machine has a screen.” We’ve come a long way since then. Today, it means:

• Machines talking to manufacturers in real time
• Plants being monitored from a cell phone
• Vendors diagnosing problems without stepping onsite
• Training delivered digitally instead of in person
• Data being used (or at least collected) to drive decisions

Let’s take a quick look at three segments of the industry—dry cleaning, industrial laundry, and laundromats—to see the connectivity revolution in action.

Dry Cleaning: From Reactive to Remote-Supported

Dry cleaners are moving from “fix it when it breaks” to continuous support—even off-site. With real-time data across the plant, operators can avoid costly crisis moments when repairs or replacement suddenly become unavoidable.

Dry cleaning machines with remote diagnostics built right into them mean manufacturers can log in, check error codes, and guide fixes. This is a win all around, as it reduces downtime and emergency service calls.

The integration of POS systems into the entire plant operation—by companies like SMRT, CleanCloud and others—is a game changer. Now the front counter is connected to production, and the whole plant is connected to customers through ongoing communication. Those communications include text alerts, app-based tracking, automatic notifications, and pickup and delivery routing system.

In the past, customers dropped off garments, they were mysteriously cleaned, and then picked up maybe with the occasional phone call in between. Now there is full visibility from intake to finishing, improving customer trust, as well as operational efficiency.

Along the way, a lot of data is being collected. However, many operators still under-use the data they have available to them.

Industrial Laundry: Data-Driven Operations at Scale

Usually when you hear about connectivity, you associate it with the large industrial laundries and the equipment that takes our breath away at every Clean Show. What’s changed—and what drove this month’s topic—is how deeply that equipment is now connected.

Large laundry plants must track every item, every piece of equipment, every operator’s time, and every pickup and delivery schedule. So it’s natural that this part of the industry would lead the charge in the area of connectivity due to scale and cost pressures.

Some examples in modern plants:

• Tunnel washers and batch systems that are fully programmable and remotely adjustable. Chemical dosing, water use and temperature are all monitored.
• Real-time production dashboards that track throughput, rewash rates, downtime and labor efficiency.
• Predictive maintenance facilitated by sensors that flag issues before failure. Vendors can monitor performance trends across multiple plants and suggest adjustments.
• Chemical systems integration by companies like Ecolab or Diversey remotely track usage and optimize formulas for individual plants.

There is so much data flowing through these systems that industrial laundries are increasingly becoming data businesses that happen to wash textiles.

Going forward, even smaller operations will increasingly be expected to adopt at least some level of this visibility—especially those serving healthcare or hospitality customers—if they want to survive and compete.

Laundromats: The Customer Experience Revolution

Laundromats are the most customer-involved of the three industry segments we’re talking about here. As such, they highlight modern consumers’ desire for technology that removes friction from the laundry process.

This is nowhere more evident than modern payment systems. No more lugging quarters (or dollar coins) and feeding them into machines. Brands like Speed Queen, Electrolux and Huebsch offer payment systems that eliminate coins and even vended cards, in favor of phone app-based payment systems.

Phones aren’t only used for customer payments, but for remote management. Owners can see machine status, revenue, and alerts from anywhere. They can even dynamically adjust pricing based on the time of day or equipment demand.

To remove customer uncertainty about whether they can get their laundry done quickly, stores with apps allow customers to check availability of machines before arriving, as well as wait times.

Though the laundromat sector is the most visibly connected from a customer standpoint, many stores still operate partially offline, especially in smaller markets. That may seem like a safe, conservative option. But all it will take is a savvy entrepreneur who has seen the potential at laundromats in bigger markets, and suddenly the new competitor in town has everything the customers want.

Not a Silver Bullet

Though connectivity is making operations more efficient and customer interactions easier and more productive, there are sides to it that should give a good operator pause.

As mentioned above, these systems generate a flood of data. But a lot of people haven’t learned to swim in that environment efficiently. Some review the data irregularly—or not at all. That makes those technological bits of the equipment just pretty screens without purpose. Data that isn’t reviewed and used to adjust production might as well not be collected.

Connectivity without interpretation is just noise.

Another controversial aspect of connectivity is data security. More systems are cloud-based, so the data is out of the company’s immediate control. It also has to pass from the plant to the cloud in some fashion. The more entry points there are, the more opportunity for attacks from outside.

Neither of these facts should deter a smart operator from adopting the industry’s best technology
whenever possible. As with any technology, questions should be asked and answered before purchasing. And then it’s up to the operators to make full use of what they have at their fingertips.

Why you need it

Connectivity means knowing what is happening in your business while it’s happening—and understanding what it means. Not after the fact. Not when something breaks. Not when a customer complains. Real time.

Eye on the Prize
A machine begins showing irregular cycle times, chemical usage creeps up, a dryer is running hotter than normal. These are early warning signs. Without the visibility that comes from connectivity, you find out when something fails. And that costs you money. With visibility, on the other hand, you see the trend and act before it gets out of hand.

Knowing where you are
If you ask an operator how things are going, you can tell instantly if he or she has full visibility in the plant or store. “I think we’re busy today” is nowhere near as good as “I know exactly where we are at 2:15 p.m.” Visibility captures how many loads are in process, which machines are idle or backed up, and whether today is ahead or behind schedule. Which sounds better to you?

Cause and Effect
Visibility through connectivity is a powerful advantage in running a plant. Rather than wait to see equipment break down or the customers begin to complain, you can head things off in advance. For instance, you see wash rates go down. So you check the data. You see a formula change or temperature drop. Because you have the data, you’re not guessing—you’re diagnosing. And you’re on the way to solving the problem.

Near or Far
You can’t be in two places at once. But if you’re connected, it’s almost like you can be. Before connectivity technology, being at a distance meant a loss of control. Now, distance doesn’t matter nearly as much.

With the vastly underrated cell phone in your hand, you can check in without being on-site. If you have multiple locations, you can compare stores and make adjustments. If something does break down, the service team can troubleshoot before they even arrive—saving you time and money.

It’s still up to you
The real benefit of connectivity isn’t the technology. It’s the visibility. Knowing what’s happening, while it’s happening, changes how a plant runs. It turns guesswork into insight, and reaction into control.

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Editor’s Note: Next week we’ll look further at customer-facing connectivity and how it is revolutionizing customer service and customer loyalty.

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