CHICAGO — Technology has infiltrated all aspects of the industrial laundry industry.
From automation to sensors, the technology keeps advancing and improving, often providing a benefit to operators.
This is true on the delivery side, as well.
Technological advancements, from telematics to dashcams to handheld devices, are helping laundry route service representatives be more efficient and safer.
American Laundry News reached out to industrial laundry operators for their insights into advancing route service technology. We heard from Thomas Tsolakoglou, route supervisor for Shasta Linen Supply Inc. in Sacramento, California, and Brad Shames, president of American Textile Maintenance in Los Angeles.
How has the role of the driver changed in terms of route operations?
SHAMES: The driver has become more informed of their driving behavior.
Before, when we did not have any technology to measure harsh driving events, the driver may have thought they were the best driver in the company.
However, with the current technology that we are using it puts everyone on the same playing field, and their success is based on their driving behavior performance. The distance and hours are incorporated into their overall safety driving score.
They know that their managers are aware of their driving behavior and their safety score.
We use this as a motivation for our drivers in our different divisions. No one wants to have the lowest score, and it creates a sound and innocent competition.
We continue to learn and adapt to the upgrades in technology and will continue to provide programs and incentives for our drivers.
What do you consider to be the best method to train drivers in new route technology?
TSOLAKOGLOU: We train a new driver for about a month before they go solo.
Customer service is important to who we are and our niche in the market. We also believe that a driver who understands his customers’ needs is watching the shelves, bringing back unused inventory and adjusting delivery amounts.
During the extended training period, they learn the route as we have laid it out in route sequence order. We do not want them Googling their next stop to get to the next location.
Our route stop sequence is built considering all of the variables when running a route and we don’t want the driver to change it randomly.
The driver also learns how to use our handheld. Considering we are paperless, there needs to be an understanding of how to read an invoice and how to discuss any issues with the customer, while also learning what are all the different types of products that are being delivered.
This takes time, but using the handheld is probably the easiest part since everyone is already phone tech savvy.
SHAMES: There is not one best method that will help train the drivers with new route technologies, but what we do is address all the different learning styles.
We use visual, auditory and kinesthetic styles to help address everyone as best as possible.
For some it may be a video, for someone else it may be listening to someone in a training course, and for someone else it must be a hands-on approach.
How about training drivers on other route factors, such as efficient vehicle operation, safety and customer service?
SHAMES: The in-cab coaching and the information that is generated by the telematics system help us to pinpoint some of these factors.
With the in-cab, our team may hear a voice that tells them to “increase following distance” or “reduce harsh-breaking.” Other times, they may receive a short training video of a behavior that needs to be corrected, which gets sent to their and their supervisor’s work e-mail.
The coaching and training help the drivers be safe and efficient throughout their day.
We also have onsite safety training that is done in a classroom setting and online training that they may do on the driver app. We usually have visuals, auditory and practical strategies to help them address a safety topic.
We also gather data from their colleagues to help us learn from each other. It may be a good and/or bad example of safety to learn from.
How will electric delivery vehicles impact efficiency and safety?
TSOLAKOGLOU: We recently invested in five electric trucks. We are running them on routes that are local and don’t travel more than 60 miles in a day.
Going electric has already shown us cost savings on gas and a real environmental impact on tailpipe emissions. We have already saved over 40,000 pounds in tailpipe emissions during the short time we have been running the trucks.
Our drivers are proud of this, and they have commented on how quiet it is to drive the truck.
They can hear the surrounding noises more and that is a positive safety feature especially when maneuvering the trucks through crowded urban areas.
SHAMES: EVs have a limited range compared to gas-powered vehicles, which makes the efficient routing of the routeman’s day all more important to ensure the truck can service the customers and be back on a single charge.
Please share anything else you consider important about laundry/linen service route operations.
TSOLAKOGLOU: Our route representatives are the face of our company and investing in their training and giving them the technological tools to succeed is essential to running a more efficient and productive company.
SHAMES: Another aspect that we consider important is the importance of creating a culture that fosters a team-winning culture. When we have our teams working together and accomplishing safety goals or providing stellar customer service, it is a testament to the in-house training that is provided by our HR department or service teams.
Click HERE to read Part 1 on technological advancements, uses and laundry operation benefits.
Have a question or comment? E-mail our editor Matt Poe at [email protected].
