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Dencar from Hamilton Refit?

Greg Pack said:
Talked to them at the show and even he told me that. Their units are built to streamline and manage memberships.

Roz, I know someone who has just installed a Hamilton retrofit in Georgia. If you want his contact let me know.
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Can you send me the contact info? I am always looking for ideas and tech that will allow us to improve our washes. Many thx.
 
Expat said:
Just listened to the current music. When did you last call in? We updated all hold music in August of '25. It's not spectacular, but it is definitely better than what we used to have!
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It's been a few months. I should have not said music. It's not the music that drives me personally crazy. It's the lady every few minutes that says "thank you for calling Hamilton manufacturing leader in blah blah blah" Hearing that over and over makes me want to rip my hair out.

You guys wait times have been a lot better recently. I will say I understand your guys situation. Theres only so many qualified people out there that can do the IT job at Hamilton and understand how everything works. It's not McDonalds where you can just hire anyone off the street. Im sure if it was Hamiltons choice and there was an abundance of qualified individuals then there would be no wait times in a perfect world. Regardless someone always answers and the problem is always fixed.
 
Blanco said:
It's been a few months. I should have not said music. It's not the music that drives me personally crazy. It's the lady every few minutes that says "thank you for calling Hamilton manufacturing leader in blah blah blah" Hearing that over and over makes me want to rip my hair out.

You guys wait times have been a lot better recently. I will say I understand your guys situation. Theres only so many qualified people out there that can do the IT job at Hamilton and understand how everything works. It's not McDonalds where you can just hire anyone off the street. Im sure if it was Hamiltons choice and there was an abundance of qualified individuals then there would be no wait times in a perfect world. Regardless someone always answers and the problem is always fixed.
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Music really is just noise as I place the phone on speaker and hope that I hear a human over any noise at the wash.

A long time ago you could press one to receive a call back instead of holding. I think it may have even told you what number you were in the queue to help you decide to wait or get a callback.

Anyhow it would be helpful to get a callback keeping my place in the queue so I can easily do other things until tech is on the phone. Sometimes while waiting and watching the wait time climb towards 30 minutes the system just drops you from the queue so you need to start over again. There are good call processing systems available, I just wish Hamilton would invest in such a system. Not expensive or hard to implement - would go a long way to towards happier customers especially when the sh*t is hitting the fan.

I do like the new team view tech remote system over the older LogMeIn approach so they can improve their processes - just takes them longer to get there than one would expect. Lastly the DAN system is so 1980s, really needs a complete makeover.
 
@Blanco the voice on the hold music was eliminated last year, and we changed all of our pay station voices too.

@Roz we actually do have a callback feature, but it only activates after being on hold for 20 minutes. It used to trigger after 4 minutes, but unfortunately we had a lot of customers leave multiple voicemails (thinking it would escalate their request) which created trouble on the backend and made it harder for us to efficiently process the callbacks. We do have a modern phone system with a major provider, and this helps us maintain people's place in the queue when using the callback feature.

I didn't mean to hijack this thread, but I really do appreciate the feedback from you both. We're always looking for ways to try and improve our service, and your insights are invaluable!
 
Expat said:
@Blanco the voice on the hold music was eliminated last year, and we changed all of our pay station voices too.

@Roz we actually do have a callback feature, but it only activates after being on hold for 20 minutes. It used to trigger after 4 minutes, but unfortunately we had a lot of customers leave multiple voicemails (thinking it would escalate their request) which created trouble on the backend and made it harder for us to efficiently process the callbacks. We do have a modern phone system with a major provider, and this helps us maintain people's place in the queue when using the callback feature.

I didn't mean to hijack this thread, but I really do appreciate the feedback from you both. We're always looking for ways to try and improve our service, and your insights are invaluable!
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I would make the callback option immediate and just update the message so people do not feel the need to leave multiple messages. I think pissing off customers from the long hold VS triaging the multiple callbacks from the few who do this action would better serve you in the eyes of the vast majority of customers. Focus on the majority and not the minority who make life a little more difficult for you.
 
Roz
I run an EP13 since 2021 and just ordered a second one for another location. Very satisfied with Dencar,. I have spoke with owners Ron and Phil many times, they are extremely honorable people. I Suggest you see them at one of the shows if you are considering a major investment. All the horror stories (to my knowledge) have been resolved, and they did some pretty extraordinary things to get the customer upright and running. A good internet connection is mandatory, I converted to fiber at my locations and have a stout wireless backup integrated into the system. Tech support is great 6 days a week I believe. Most any issue I have seen is small and quick to be resolved. Qualified installer with network background would be critical if you don't do your own.
Mike
 
Thx for the info. I am attending ICA in May to see the various options. Membership is not my goal, ease of selling books and other promotional packages is our focus.
 
Roz said:
Thx for the info. I am attending ICA in May to see the various options. Membership is not my goal, ease of selling books and other promotional packages is our focus.
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A few days ago I heard they are rolling out a form of a virtual wash book that can be purchased at the kiosk. Normally I don't get too excited about their future updates because they take so long to get out there but this one is supposed to be available next week or so. The downside for us is that it can't be added to sites that have memberships. It's just for operators that don't want memberships.
 
Interesting. We currently offer both however our membership program is limited to 5 per pay period so we can eliminate the abusers.
 
OurTown said:
A few days ago I heard they are rolling out a form of a virtual wash book that can be purchased at the kiosk. Normally I don't get too excited about their future updates because they take so long to get out there but this one is supposed to be available next week or so. The downside for us is that it can't be added to sites that have memberships. It's just for operators that don't want memberships.
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I understood that it was going to be available even if monthly were already offered. That's disappointing if that are making either or.
 
BenW@JCCW said:
I understood that it was going to be available even if monthly were already offered. That's disappointing if that are making either or.
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Dylan said in the Wednesday meeting that it would only show on the kiosk if the site was not offering memberships. Someone asked if we could sell them online, but I forgot the answer. It must have been a complicated answer. There are currently several ways to sell washbooks, but they require a bit of manual work.
 
BenW@JCCW said:
I understood that it was going to be available even if monthly were already offered. That's disappointing if that are making either or.
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Okay, I heard wrong, and sites can offer both. The main splash screen shows single wash or membership. Then, after tapping a single wash, you can purchase a bundle. Sites that do not want memberships would have buy a single wash and buy a bundle on the splash screen.



https://www.dencartechnology.com/bl...q_eLjgIbVbd5TChaDv_aem_s9yw3uqetMxnhsGfp3cWmQ
 
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