Problem

On-site teams relied on manual processes and paper-memo notebooks to prepare accurate logging of purchased services, which led to errors and compensating customers major revenue percentages. Customers often experienced mediocre service and delays that hurt conversion rates.

The lack of using technology and structure made workflows inefficient, frustrating for teams, customers, and vendors alike.

Solution

We rebuilt the identity around “being productive while visiting a laundromat” and service credibility by implementing automated reminder systems for reviews, follow ups with vendors for dry-cleaning, and implemented value-added gamification app to boost engagement. On site, we implemented tie-ups with local pet grooming service providers and other vending machine suppliers to run campaigns for. We also implemented smart locker systems that notify employees and customers when items are ready for pick-up/drop-off.

The result was a brand that finally felt aligned with its pricing and a site that converts cold traffic with confidence.