A more convenient service

Rapidly changing technologies have the potential to improve the way drycleaners conduct their businesses, in terms of in-store logistics, order placement, collection and delivery, and communication with customers.
The investment needed may mean that automation is not always a viable option. However some businesses are beginning to realise that the benefits are worthwhile and considering the options.
The Italian company Metalprogetti is a specialist in garment handling logistics for a variety of applications. These include the One-Touch assembly systems that seamlessly handle all post-processing stages from garment assembly, to automated bagging, to storage and dispatch without the need for assistance from staff.
The system also monitors and tracks the progress of work, taking and storing data for future use. Such systems are particularly attractive for larger stores and those with a central processing unit.
For automation in the high street, Metalprogetti's latest development is the Battista Combi automated drop-off and collection system. It allows customers to deposit or collect their drycleaning via a 24 hour kiosk. This has double-doors, so that at all times garments awaiting cleaning are kept separate from those that have been processed.
Customers can pay at point of sale, or pre-pay and register for the service online or on-screen at the kiosk. The system can by managed by Battista Uni software, or by software from an EPoS accredited third party.
Renzacci UK, which handles these systems in the in the UK and Ireland, reports growing interest and says automation brings substantial savings in both time and labour and helps to avoid problems with lost garments.
At Renzacci's Italian headquarters, general sales manager Marco Niccolini, says he gets involved when these automated systems are sold in a package with his company's equipment. He feels that while there is interest in automation, the investment must be justified.
He has seen installations in most European countries, but particularly in big shopping centres. The benefits come when work volumes are high, customers bring in several garment at once and where customers want 24/7 access.
Though undoubtedly automation and high tech logistics have many benefits cost must inevitably be a consideration. In an industry based to a great extent on individual businesses, take up may be slower to develop. Certainly this is the view held by Martyn Lewis at the UK's Textile Services Association, who feels that logistics is an overlooked area and one that needs greater exploration.
He points out that many drycleaners do not even use the data gathering functions on their EPoS tills fully, if at all.
Yet this data could be used in many ways, such as targeted promotions, to attract more work.
In the USA, the Drycleaning and Laundry Institute believes cost is a big deterrent in the spread of automation in an industry with many small businesses.
Perhaps a certain entrepreneurial spirit is needed. This is certainly evident at Mulberry Garment Care, in Minneapolis. The business has installed an automated assembly conveyor and bagging machine to sort, organise and pack all orders. The system can be seen at work in the video on its website.
Owner Danny Miller says he uses the system both to reduce errors and to improve efficiency. When orders are assembled by staff, some mistakes are inevitable but automation has greatly reduced the risk. In addition, the business can achieve the same throughput with one fewer employee.
Des Storey at Presto Drycleaners in County Antrim has been a pioneer in automating the logistics of drycleaning, with a 24/7 pickup and collection kiosk, claims to be the first to be install such a system in the UK.
Storey told LCNi he had realised the potential of a 24/7 service for some time before going ahead four or five years ago. After researching the available systems he chose Metalprogetti for the conveyors and kiosk, with the American company SPoT to design the software.
He stresses that the 24/7 service is just part of a completely integrated system. All orders are barcoded on arrival then sent to the production area on the upper floor. After processing they go onto a garment assembly conveyor that collects, collates and bags the garments. This conveyor goes down to the ground floor storage conveyor with access to the reception. Garments for the 24 hour service are separated out and accessed from kiosk. All customers are emailed when their order is ready.
The system has many benefits, says Storey. In a manual system mistakes, such as incomplete orders, occur. "This machine never misses."
The 24 hour service is undoubtedly popular and around 900 customers have currently signed up.
More shops now offer pick-up and delivery services, and online scheduling would also seem to be a growing trend.
There may even be a gap in the market for outsourcing the collection and delivery service.
Recently the New York Times reported on a Brooklyn company, Cleanly, that is offering an online based service that will allow consumers not only to say when they want work collected and returned, but how they want clothes cleaned.
Customers use the Cleanly smartphone app to place and order and Cleanly arranges the processing via local businesses.
In the UK, the Bristol-based Washbox offers an on-demand collection and delivery service through its website/mobile app, using local quality cleaners to process the work. It launched in May and at time of writing had attracted around 25 customers. James Parker says that Washbox provides 30minute time slots, 24-hour turn-around and door-to door service. He adds that the development of its mobile app is its USP and he hopes it will help his company to interest a younger customer in using a drycleaning service.
In the Netherlands, the drycleaning association Netex has also realised the potential of smartphone apps for expanding its members' businesses. Netex has signed an agreement that will allow members to register, free of charge for a 12 month spot in the MyOrder app, initiated by Rabobank. MyOrder allows consumers to locate various services via a phone app.
Drycleaners can set-up the application in two ways, first as a pick-up and delivery service, and secondly so that workers of particular companies in their area will be directed to their business when they click on he drycleaning symbol.
Netex says it wanted to provide this free one-year registration to encourage members to seek out different ways to attract business. The arrangement was explained to members in March and, to date, 30 have signed up.
Mulberry's, Danny Miller says that mobile apps offers great potential for growing business. His company runs its own a pick-up and delivery service which operates throughout the Minneapolis Twin Cities area.
This autumn he plans to extend the service with an on-demand option accessed via a mobile app or through the website. Drivers will pick up requests on their smartphones or tablets and the closest driver will accept the order. Work can be picked up within an hour and returned next day. Customers will also be able to see the driver's progress.
The Laundry Republic, based in London, is another example of how using a drycleaning service can be made more attractive by making it more convenient.
Director Ian Walker says the business was founded on the idea of improving customer service for Londoners wanting to use a drycleaning services in a way that suits them.
The business provides this with a locker-based system, which the company installs in the communal areas of offices and appartment blocks.
Customers create an account online. Once signed up they place the order online, put the clothes in a Laundry Republic bag, mark their name clearly and place the bag in the locker ready for collection. All lockers have a coin-released key so any free locker can be used. The coin is returned later.
The service is also available in buildings with a concierge.
All logistics are organised centrally, including the order logging and management, and arranging the delivery and collection schedules for its team of drivers.
Walker says the business, which went operational in 2009, has proved very successful.
It now has 25 staff and is seeing growth of around 75%. The company won several awards including the Santander Breakthrough 50 in 2014, and the Smarta 100 award in 2012.
It aims to expand both through increasing the number of buildings it serves in each area and later by moving into other areas. A mobile app is in development.

CONVENIENT: Presto Dry Cleaners, in Lisburn, County Antrim offer its customers a 24/7 drop off and collection service via an automated kiosk