Laundry Innovator WASH Multifamily Laundry Systems Drives Field Service Efficiency And Enhances Customer Experience

When laundry powerhouse WASH realized that a lack of access to accurate parts and technical information hindered efficiency and accuracy within their support organizations, they turned to AnswersAnywhere to create a mobile "single source of truth" for their field service technicians and customer support staff. 

An Industry Leader

With over 7 million users throughout the U.S. and Canada, WASH provides innovative laundry services and solutions in partnership with top brands like Maytag, Whirlpool, and Speed Queen.

WASH continues to expand its footprint in North America, acquiring Great Lakes Laundry in 2012, Angel Coin Service in 2016 and partnering with Hercules Corp in 2019. WASH's expansion meant their field service group was growing exponentially, as was the amount of technical and parts documentation that technicians depend on to deliver efficient and accurate installation and repair services to customers.

Challenge

Always looking for ways to improve their customers' experience, WASH realized that field service technicians' current method of accessing installation and parts information needed improvement. According to Peter Wagner, WASH's Senior Operations Process Analyst, "Technicians had a variety of different ways they were sourcing parts and technical information, including shared drives, web searches and printed information. However, they were wasting a lot of time looking for information and what they found wasn't always the most current or accurate. One of the biggest frustrations was that the parts lists, exploded product diagrams and documentation were not designed to be accessed by mobile phones. It became painfully obvious that we needed to provide our technicians with a mobile information solution."