A new advancement in business communication technology has emerged specifically tailored for the laundry industry, as Cents, a prominent business management software company, recently unveiled its innovative Contact Center as a Service (CCaaS) solution named Cents Assist. This service is designed to alleviate many of the communication and operational hurdles faced by small to medium-sized laundry businesses, predominantly in the United States.
Cents’ CEO, Alex Jekowsky, emphasised the company's primary aim, stating, “Our goal is to enable laundry businesses to manage their communications more effectively.” The introduction of Cents Assist marks what the company claims to be the first AI-powered call centre solution developed primarily for the laundry sector.
The new CCaaS offering from the US-based company serves as a standalone product which can be seamlessly integrated with existing management systems used by garment care businesses. By coupling artificial intelligence with human expertise, Cents Assist aims to streamline customer interactions necessary for efficient operation in an industry confronted with persistent challenges, particularly in managing high call volumes that can disrupt service delivery and affect operational focus.
Jekowsky elaborated that the system is designed to allow operators to concentrate on their core business activities while ensuring customer inquiries are professionally addressed. The platform facilitates numerous functionalities, ensuring that laundry services can be maintained during both high-demand and off-peak times.
Some key features of the Cents Assist CCaaS solution include 24-hour call handling, multi-language support, as well as integration capabilities with existing customer relationship management (CRM) and point-of-sale (POS) systems. Other notable features comprise:
- Unlimited calls facilitated by dedicated call centre and AI voice systems tailored for the laundry sector
- Order placement capabilities via phone or SMS
- Custom escalation processes for handling various inquiries
- Comprehensive call reporting, transcription, and analytical insights
Pablo Marvel, Senior Director of Business Development at Cents, highlighted the versatility of the telephone as a communication tool, saying, “The phone is not just for basic inquiries. It’s a channel for taking orders and maintaining customer relationships.”
According to Cents, their Cents Assist platform has the potential to reduce in-store call volume by up to 90%, thereby enhancing both customer service quality and operational efficiency. The solution employs trained professionals from the laundry industry, supported by the CentsIntelligence suite of AI tools, to ensure adept handling and understanding of the specific needs of each unique laundry business.
Early users of Cents Assist, including the laundrettes Laundry Genius and Patio Laundry, have reported significant improvements, with claims of a 100% answer rate and a marked reduction in staff time dedicated to managing phone inquiries.
The specification of the Cents Assist service differentiates it from generic CCaaS providers that might cater to laundry businesses. Cents has spent nearly five years honing their expertise in developing business management tools tailored for the garment care sector. Consequently, the adaptability of their platform allows users to customise it according to their operational preferences, such as instant access to customer profiles, service histories, and laundry card balances, thanks to its integration with the Cents POS system.
Despite offering a more streamlined approach to omnichannel support – limited to voice and SMS – the design and specification of Cents Assist ensure that the tools integrated within the system are utilized to their fullest potential. The call centre solution is now widely accessible to laundry businesses across the market, with Cents providing bespoke integration support and customization options to meet the unique needs of each enterprise.
Source: Noah Wire Services