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New technology promises to make vending more professional. But who will drive this change? With the high investment required and the market more competitive, will it be up to the large operators to take the lead in introducing cashless transactions, remote machine monitoring and Web-based reporting?
Will new business models evolve, whereby technology suppliers partner with machine manufacturers and/or operators in introducing these new customer conveniences?
Will small operators, with their lower overhead and ability to have the owner more closely involved in customer service, recognize the benefits of technology and take the lead in bringing it to market?
Only time will tell.
In the meantime, these new customer conveniences and operating system efficiencies are being introduced to locations by progressive operators. Operators with open minds are introducing cashless transactions, remote machine monitoring and other service enhancing technologies and are using them competitively in their local markets.
Case in point is P & J's Vending, a 6-route operation in suburban Boston, Mass. that has been using state-of-the-art technology for several years. The 16-year-old company has posted double-digit growth every year, and has used remote machine monitoring to improve customer service and improve profitability.
In many ways, founder/owner Jim Kelly typifies the independent vending operator. He believes that customer service is the foundation of a successful vending business.
Foundation: customer service
"Service is the key," he said. For Kelly, who still fills in for drivers when they get sick, technology is a tool that enables route drivers to service locations more efficiently and provide customers with the products they want.