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About Laundry Genius:
In Everett, Washington, Brian Riseland runs Laundry Genius, a 4,000-square-foot laundromat that's setting new standards for customer service in the industry. With 38 washers and 32 dryers, his facility primarily serves self-service customers while offering on-demand pickup and delivery options. But what truly sets Laundry Genius apart isn't just its size—it's Brian's commitment to staying ahead of laundry technology trends and delivering exceptional customer communications.
The Problem: Balancing customer service with operational efficiency
Before implementing Cents Assist, Brian and his team of five faced a common challenge in the laundry industry: managing a stream of phone calls while maintaining excellent in-person service. With staff splitting time between the counter, phones, and managing on-floor issues, it became difficult to provide consistent customer service.
"We were missing calls simply because we needed to prioritize the customers standing right in front of us," Brian explains. "When employees were busy helping customers or working in another part of the store, they couldn't break away to answer the phone. Though customers could leave voicemails, each missed call represented a potential lost opportunity—and we couldn't be everywhere at once."
The challenge was particularly notable during peak hours and after regular business hours, leading to inconsistent customer service quality and missed business opportunities.
The Solution: Embracing third-party customer service
Brian's decision to implement Cents Assist marked a turning point for Laundry Genius. The AI-powered call center solution provided 24/7 customer service coverage without compromising in-person interactions. Staff now spend significantly less time answering routine questions, allowing them to focus on higher-value tasks.
"The beauty of Cents Assist is its ability to handle routine inquiries consistently while allowing my team to focus on value-added services," Brian notes. "When the phone rings now, we know it's a priority call requiring personalized attention"
The implementation process was seamless, integrating smoothly with existing operations. Staff quickly embraced the system as they experienced its benefits firsthand. Since implementing Cents Assist, Brian and Laundry Genius have been able to make adjustments to further personalize and improve their solution.
The Outcome: Customer service, reimagined
The impact of Cents Assist on Laundry Genius has been significant:
Enhanced customer experience: Every call is answered promptly and professionally, providing potential customers with immediate assistance. The system delivers instant, accurate information about hours and pricing.
Optimized staff performance: "My team can now focus on providing exceptional in-person service without constant phone interruptions," Brian shares. "They're more engaged with customers on the floor, which has led to better service quality overall."
Data-driven insights: Through detailed call reports, Brian now understands exactly what drives customer inquiries. "People aren't browsing websites when they need immediate answers," Brian explains. "They're calling with specific needs—whether they're driving around looking for the right laundromat or checking if machines are available. This data helps us adapt our services to meet these real-time demands."
Captured business opportunities: By ensuring no call goes unanswered, Laundry Genius captures business that competitors miss, especially during after-hours periods. The system's ability to provide immediate answers about availability and services has transformed casual inquiries into customers.
Key takeaways:
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Implementing laundry-specific, professional customer service dramatically improves operational efficiency while maintaining quality.
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Staff productivity increases when routine phone inquiries are automated.
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24/7 availability captures otherwise lost business opportunities.
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Real-time call data reveals customer needs and behavior patterns, enabling strategic business decisions.
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Detailed analytics on inquiry types, peak call times, and customer preferences drive service improvements.
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Technology adoption in traditional businesses can be smooth with the right solution.
Looking forward:
Brian's success in using Cents Assist has established Laundry Genius as an innovator in modern laundry operations. His experience demonstrates how embracing technology can transform customer service without losing the personal touch that builds customer loyalty.
"Since implementing Cents Assist, we've seen a direct impact on our bottom line. Our system answers every pricing and hours inquiry immediately. Customers receive consistent, accurate information about our services. The system's 100% answer rate means we never miss an opportunity. The call transcripts show that customers are satisfied getting their questions answered right away—whether they're asking about availability, pricing, or current wait times. Having this data has given us invaluable insights into what our customers really need.
