CHICAGO — Technology is permeating every aspect of the industrial laundry industry.
From automation to sensors, technology continues to advance and improve, often to the benefit of operators.
This also applies to the delivery side.
Technological advancements, from telematics to dash cams to handheld devices, are improving the efficiency and safety of laundry route service personnel.
American Laundry News We reached out to industrial laundry operators for their insights on advances in route service technology. We spoke with Thomas Tsolakoglou, route supervisor at Shasta Linen Supply Inc. in Sacramento, California, and Brad Shames, president of American Textile Maintenance in Los Angeles.
How has the driver’s role changed in route operations?
Unfortunately, drivers are becoming more knowledgeable about their driving behavior.
In the past, before there was technology to measure challenging driving conditions, a driver might have thought he was the best driver in his company.
But with the technology we have today, everyone is competing on a level playing field, and success is determined based on the performance of driving behavior, with miles driven and time spent driving factored into an overall safe driving score.
They know their bosses know their driving behavior and safety scores.
We use this as motivation for our drivers in the different categories – no one wants to get the lowest score and it creates healthy and genuine competition.
We continue to learn about and adapt to advancements in technology and continue to offer programs and incentives for our drivers.
What do you think is the best way to train drivers on new route techniques?
Tsolakoglu: New drivers receive about a month of training before setting off on their own.
Customer service is important to who we are and where we stand in the market, and we believe that drivers who understand our customers’ needs will monitor the shelves, return unused stock and adjust deliveries accordingly.
During the extended training period, they will learn the route by its sequence – they don’t want to Google the next stop to get to their next destination.
Our route stop sequences are constructed to take into account all the variables when executing a route and we don’t want drivers to randomly change them.
Drivers will also learn how to use handhelds, they will need to understand how to read invoices and resolve issues with customers as we move towards a paperless approach, and they will need to learn about the different product types that will be delivered.
This will take time, but since everyone is already familiar with phone technology, using the handheld is probably the easiest part.
Shames: There’s no one best way to teach drivers new route techniques, but we cater to different learning styles.
We utilize visual, auditory and kinesthetic styles to accommodate everyone as best as we can.
For some it might be a video, for others it might be listening to someone on a training course, for others it might need to be a hands-on approach.
What about training drivers on other elements of the route, such as efficient vehicle operation, safety and customer service?
SHAMES: In-car coaching and information generated by telematics systems can help pinpoint some of these factors.
Through in-car announcements, our teams might hear things like, “Please increase your following distance” or “Please refrain from braking suddenly,” and short training videos on behaviors that need to be corrected might also be sent to drivers and their managers’ work emails.
Coaching and training help drivers drive safely and efficiently throughout the day.
There is also on-site safety training delivered in classrooms and online training available through the Driver app, which typically provides visual, auditory and hands-on strategies to help address safety topics.
We also collect data from our colleagues to learn from each other – from good and bad safety examples.
How will electric delivery vehicles impact efficiency and safety?
Tsolakoglu: We recently invested in five electric trucks. We run them on local routes that don’t travel more than 60 miles a day.
The gasoline cost savings and environmental impact of going electrified are real: in the short time we’ve had the truck in operation, we’ve already reduced tailpipe emissions by over 40,000 pounds.
Our drivers take pride in it and comment on how quiet the truck is to drive.
This allows you to hear surrounding noises better, which is a positive safety feature, especially when maneuvering the truck in crowded city areas.
Unfortunately, EVs have a limited range compared to gasoline-powered vehicles, making it increasingly important for delivery drivers to plan their routes efficiently throughout the day so that trucks can serve customers and get back on the road on a single charge.
What other points do you think are important when it comes to operating a laundry/linen service route?
TSOLAKOGLOU: Our route personnel are the face of our company, so investing in their training and providing them with the technological tools to be successful is essential to running a more efficient and productive company.
SHAMES: Another aspect we think is important is creating a culture that fosters a team-winning culture, where teams work together to achieve safety goals or provide great customer service, which is a result of the internal training provided by our HR department and our service teams.
Click here to read part 1 Learn about technology advancements, applications, and benefits for your laundry operations.
