Q&A WITH WILLIAM RAY, CSC SERVICEWORKS AREA SALES MANAGER
William Ray has been in the service industry for more than 17 years. He is a member of the AMA and actively participates in the Big Hearts and Golf committees.
Q: What type of advanced technology is your company introducing into the industry?
A: CSC ServiceWorks leads the laundry industry in technology and innovation. At CSC we continuously invest in technology making things easier for our clients and their residents. The goal is to increase efficiencies, resident satisfaction, and net operating income.
Over the years, we’ve developed a service request app and Virtual View technology that allows residents to check washer and dryer availability online and with web-enabled phones, provides hourly usage reports help residents plan the best time to do their laundry, offers notification when cycles are complete and detects machine failures to automatically request service.
CSC was first in with our Change Point technology, a revolutionary Internet based laundry payment and monitoring system, incorporating patented technology and proprietary features to ensure 100 percent revenue accountability, increased resident satisfaction, and more. We are continuing that innovation with our newest offering, CSC APP Pay. This technology is similar to Apple Pay or Google Wallet where a resident can simply pay for laundry using an app on their smartphone.
Q: What benefits does CSC offer that makes you a leader in the industry of laundry solutions?
A: CSC is the largest laundry solutions provider. With more than 3,000 employees supporting our clients and doing business across the United States, Canada and Europe, CSC is where clients need us to be; when we need to be there.
Our industry benefits by our ability to influence manufacturers, transfer best practices across industries, and support the associations that educate, and advocate for our industry.
We are focused on continued improvements like best in class Intelligent Pricing systems, leading technology and innovation (machine efficiencies, remote monitoring, and sustainable options), best in class security of revenues and client data protection, and our outstanding service. Continuously evolving innovations like centralized support models and certified training programs that have allowed for faster, quality service in our industry, new investments like dynamic routing will continue to put CSC at the front of service performance.
Q: What are communities that offer laundry services looking for? What are some of the benefits that residents see in commercial laundry services?
A: Laundry, in-home or in central room, is an amenity that residents look for in a competitive market like we have in Arizona.
Communities that offer laundry facilities are looking for the best possible amenity to attract and maintain residents. For some communities, this is the central laundry. These must be convenient. They must allow credit/debit card payment options, text messaging alerts, and virtual views of the laundry rooms.
Many newer communities are building laundry hookups in-home and the developers are including this amenity for their residents. Our contracts allow owners to deliver what their residents need, without the maintenance demands, additional capital or liability that can come with purchasing their own equipment.
Q: How will the Internet of Things and other technological advances change laundry services in multifamily communities?
A: If you look at what companies like Uber and NEST have done to their market with the introduction of technology and the internet of things, you get a sense of what technology and the internet will do for the laundry industry. CSC ServiceWorks is heavily invested in technology and will be the first in with any new technology offerings.
Q: How has your involvement with the AMA impacted your business?
A: My involvement with the AMA has provided connections within the market that allow me to better understand the industry; where it’s been, where we are now, and where it is going. The AMA is an invaluable resource for anyone in the multifamily industry.
Q&A WITH BOB SCHOR, PRESIDENT OF ELIMINEX TERMITE AND PEST CONTROL
Q: How did you get started in this industry?
A: I moved here from California in 1998 to buy a business. My research showed tremendous opportunity in the pest control industry. Insects of all kinds and termites are a prevalent part of Arizona life. For the first year or so, I drove an Eliminex truck and participated in all aspects of the business.
Q: What did you learn in that first year?
A: I learned how important knowledge of the business and reliable service is to the customer. I learned all about the products and how they work. With my overall firsthand experience, I am able to relate to our technicians and understand our customer needs.
Q: How would you describe your approach to service?
A: By providing our technicians with the most up-to-date training, equipment and latest chemical technology available, we pride ourselves on quality service. If the service isn’t good, the price doesn’t matter.
Our office staff is very knowledgeable about what’s going on and what we do in the business, even from the chemical standpoint. We get a lot of compliments about the office team. They all attend training classes.
We create relationships with the managers and management companies. Everyone in our company is very accessible. If the office staff doesn’t have the answer, there is always an answer minutes away.
We ensure consistency in our service too by maintaining the same technician on a property so that the manager on site or in the office. They will know the technician by their first name, and the technician knows the property and its needs.
Q: What inspired you to add training for the office staff?
A: It all begins in our office…it begins with communication.
If someone who is answering the phone is asked a question, they need to be knowledgeable. We wanted our staff to be able to answer questions about products and services. The technicians are able to communicate with the office staff regarding situations that arise. When you call our office number, you are actually speaking to an Eliminex employee. We are locally owned and operated.
Q: What new or improved technologies are there in the pest treatment industry?
A: We are constantly utilizing new chemical products that have been proven to be more effective. All of our technicians are required to have six hours of training for their licensing as per the Office of Pest Management, an office in the Department of Agriculture, and we ensure that they stay up to date on what’s happening in the industry.
Q: How does the AMA help your business succeed?
A: We’ve been in the AMA now for the past 5-6 years. It has given us the opportunity to provide our service to many of the management companies in the apartment industry.
The trade shows have given us ability to meet face to face and build relationships.
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