Convenience services operators know they need to use technology. The biggest challenge is getting employee buy-in. Experts offer some insights.
Jeremy Cauble, of Canteen Vending Services Inc., Mike Melton, of Refreshing USA and Alan Munson of 365 Retail Markets explore ways to gain employee buy-in for technology. Photo Elliot Maras/Networld Media Group.
Consensus holds that technology has become a requisite for success in convenience services. And while the majority of convenience services operators accept this reality, consensus also holds that successful implementation requires acceptance on the part of employees.
Which explains why a session on successfully adopting new tech drew a standing-room-only turnout at the recent NAMA show at the Georgia World Congress Center.
Much of the discussion focused on the importance of team communication.
"We try to make sure that we have regular check ins …with those teams that are implementing those new technologies to make sure we understand what challenges they're getting," said panelist Jeremy Cauble, director of customer experience for Canteen Vending Services Inc., a food and beverage service provider owned by Compass Group North America.
"We try to kick the tires as much as we can before we roll it out there."
Management needs a plan
Panelist Mike Melton, a fellow operator and director of operations at Refreshing USA, agreed with Cauble.
"You need to come up with a really good plan, and you have to be able to sell that plan 365 days a year until you get to where you're going," said Melton, who ran an independent convenience services operation before joining Refreshing USA, a nationwide company that has grown through acquisition of independent convenience services operations.
Melton said Refreshing USA stresses the idea to employees that once they execute a new technology, it will be easier for everyone.
When Melton introduced technology to his own independent company in 2015, "I was so tired at being at the mercy of everybody that worked for me…We implemented technology and it's been a game changer…it never stopped, because once you implement the basics, then it's so intriguing and you get so much out of it that you start going, 'how can we go a little deeper, how can we maybe merge another technology with the technology we're doing now to take it to the next level?
"The timing for everybody now in today's world is if you're not starting down the path of technology you're behind," he said.
Fortunately for convenience services operators, technology has improved significantly over the years.
Panelist Alan Munson, vice president of business development at 365 Retail Markets Inc., a provider of convenience services technology, emphasized the support role that tech providers can offer.
Tech providers offer training tools such videos and white papers, Munson said, adding that it's important to recognize that individual employees respond to specific tools differently. Some employees will want more "hand holding" than others.
Find your allies
The panelists agreed a company needs to consider which employees will be the most willing to work with new technology before introducing it to the entire staff.
They also agreed on the importance of testing new technology internally and with select customers before introducing it to the field. Cauble noted that unforeseen issues are likely to emerge throughout the process.
"It's knowing those teams and asking them directly, who is willing to test it?" Cauble said. "You try to find who those subject matter experts or champions for technology are in those areas. Start with one of those so they can test it in the field in a live customer environment for testing there. Give it a couple weeks or two months depending on what it is to really validate performance in a live space, and then start rolling it out."
At the same time, sometimes the most resistant employee will surprise you, noted session moderator Nathan McQuillen, who, as an account executive at WTI Wireless, has helped many companies introduce new technology.
"That gets other people to buy in to that who were potentially resisting," McQuillen said.
Sometimes asking new hires to be the first to try new technology works, Melton added. When the veterans see that a novice can be successful with a new technology, it encourages them to use it.
But no matter what tactic a company takes, new technology sometimes forces some employees to quit.
This should not be viewed in a negative light, Melton said. Companies need to use technology to succeed, he said, and employees that will not embrace it will not help the company succeed.
Resignations inevitable
Melton shared an anecdote of something that happened in 2015 when he computerized his independent company: he lost all of his drivers.
"That was one of the best things that ever happened to that company," he said. "It's a very eye opening process that you get."
Refreshing USA is currently introducing technology to a newly-acquired company. Melton believes he will lose one third of the people on the project.
"But when they're replaced by other people, that facility will be so much better off than it is today," he said.
Melton said he asks employees what their vision is for their job — do they want the company to make more money and do they want to for themselves?
"All of that goes back to technology, because without it, there's no way we can do it," he said. "There's no such thing as a non-successful (tech) rollout. There's such a thing as a really painful rollout."
Cauble agreed.
"Sometimes you have to break the whole thing apart and try again," he said.
Small or large, choices can differ
The differences between how large and small companies introduce tech was also discussed.
"When you're small is when you should really start because that's when you're investing the most," Munson said.
Small companies also usually do not have the staff available to make use of all the reports that tech systems provide, Melton said. A small company therefore has to decide what things are most important.
Larger, multi-branch operations face the task of having to get more people to support new technology.
"You need to get those stakeholders involved early and make sure that they understand that they have a voice at the table," Munson said for larger, multi-branch companies.
First steps
Large and small companies alike need to have their data organized before introducing a lot of technology.
"Getting a piece of software without having that stuff in place won't work because it's garbage in, garbage out," McQuillen said.
"If you don't have your operational procedures tight, then when you start throwing technology out there, it's going to show," agreed Melton.
Reflecting again on his time operating a smaller operation, getting all of his machines fully computerized took Melton six years. The following year came the payoff: the bottom line improved by 5%.
"Don't do 50% of your machines, don't do 70% of your machines, do them all," he said. "All of a sudden that $30 machine (revenue) is a $200 machine. And you don't know it if you're not using the technology and you're not getting the information."
"If you're not using technology, you may think you know what your pricing is in the field, but trust me, you don't," Munson agreed.
For those operators who have not yet begun the tech journey, Melton said he would start with installing credit card readers on machines since you lose up to 70% of sales without them. Then comes the vending management software, which enables the next step, adding telemetry.
"You can research the VMS while you're making more money from the credit cards," Melton said.
Once you have telemetry, you can begin prekitting routes in the warehouse.
"VMS is one part of it, but when you take it to prekitting you plug so many holes…holes are when product doesn't get sold, for whatever reason," Melton said.
"You're not in the vending business anymore," Melton said. "You're not in pantry and you're not in micro markets…if you're going to stay in this industry and compete, you're in the technology business."
Elliot Maras is the editor of Kiosk Marketplace and Vending Times. He brings three decades covering unattended retail and commercial foodservice.
FAQs
How do you introduce new technology to an organization? ›
- Identify Your Organization's Needs.
- Investigate Technologies That Will Solve Problems for Your Organization.
- Develop a Plan for Implementing Your New Technology.
- Train Other Employees in Using the New Technology.
- Include Employees in Technology in the Workplace Decisions.
- Use Technology in the Workplace to Address Employee Pain Points.
- Implement Technology in the Workplace Based on the Natural Diffusion of Innovation.
- Leverage Workplace Technology Vendors.
Schedule short times to unplug regularly. Weekly breaks from personal and professional technologies will give you a chance to focus on health, family, etc. Take longer vacations where you can turn off work emails and notifications. You'll come back refreshed and ready to take on your work again.
How is technology used in business? ›With technology, a business can advertise using computers, printers, phones and email services to bring marketing tactics to the internet, print and other companies. With the internet and computers, employees can also market in other ways, such as through social media, forums and blogs.
How do you embrace new technology? ›- Using your guiding principles and values to focus your energies.
- Eliminating distractions to increase productivity.
- Consciously choosing how t to respond to technology: resist, accept, or embrace it.
- Understanding others' intentions as well as your own.
- Focusing on tuning in, rather than zoning out.
One way to talk about the details of the device is to talk about how useful it is to you. You can do this by going into detail of all the machines technology. For example, with a smartphone, there are many apps. You simply talk about all the apps that you downloaded onto your phone and use every day.
How would you convince a team to adopt a new technology? ›- Set the vision. Make sure this your vision is compelling and something employees can rally around. ...
- Empathize with them. ...
- Identify a champion. ...
- Highlight quick wins. ...
- Offer incentives.
- Employee Education And Training. ...
- Social Interaction At Work. ...
- Peer-To-Peer Reward Programs. ...
- Gamification Improves Learning Experience. ...
- Using A Collaboration Tool.
Ask them why they won't accept the new system, and see if there is a way you can make it easier for them. Hopefully, after that, they will cooperate. If not, you may want to inform them what could happen if they continue to resist the new technology -- A.K.A., termination of their employment.
What skills do your employees need to gain to keep up with technology? ›- Emailing. Email applications have easily become universal workplace technology. ...
- Digital Conferencing. Knowing how to conduct digital conferences is beneficial for holding effective meetings. ...
- Word Processing. ...
- Spreadsheets. ...
- Shortcuts. ...
- Search Engine. ...
- Social Media.
What skills are required to implement the new technology? ›
- Computer literacy skills. ...
- Database management skills. ...
- Website development skills. ...
- Digital marketing skills. ...
- Project management skills. ...
- Cybersecurity skills.
Technology Helps Businesses Stay Organized
Programs that keep track of ordering, pricing, storing, tracking, and selling inventory. Human-resource software that helps you manage and pay your workforce. Accounting programs for tracking and measuring the financial health of your business.
Technology has made it easier for businesses to keep their data organized, and it helps them to make better decisions. For example, the business owner can easily determine whether or not a certain product is selling well. Technology has also allowed businesses to have more accurate customer information.
How can technology be used to increase business productivity? ›- Replace Emails With a Shared, Collaborative Inbox. ...
- Declutter the Collaboration and Communication. ...
- Track Your Projects with a Project Management Tool. ...
- Simplify and Optimize the Daily Tasks. ...
- Embrace Automation. ...
- Get Your 'Remote' Game Sorted! ...
- Work on Self-Service Aspects.
- “Technology is best when it brings people together.” ...
- “It has become appallingly obvious that our technology has exceeded our humanity.” ...
- “It is only when they go wrong that machines remind you how powerful they are.” ...
- “The Web as I envisaged it, we have not seen it yet.
- I'm pretty tech-savvy. I am able to adapt quickly to new situations and I am always mentally prepared to take up challenges. ...
- I work with a lot of different software and I am pretty quick to learn them. ...
- I am someone who likes learning new things.
- 1- Tell what are the topics covered by your talk.
- 2- Divide the talks into smaller blocks.
- 3- Wake up the audience with simple questions.
- 4- Choose the right slide layout.
- 5- Don't move hands and body if it's not necessary.
- 6- Install a tool for performing live zoom.
Technology that radically alters the way something is produced or performed, especially by labour-saving automation or computerization; an instance of such technology.
What is technology in simple words? ›What is technology? Technology is the application of scientific knowledge to the practical aims of human life or, as it is sometimes phrased, to the change and manipulation of the human environment.
How do you get a new team to work together? ›- The role of leaders. It starts at the top. ...
- Communicate, every day, every way. Good communication is at the heart of great teamwork. ...
- Exercise together. ...
- Establish team rules. ...
- Clarify purpose. ...
- Recognize and reward. ...
- Office space. ...
- Take a break.
How do you inspire a new team? ›
- Share your vision and set clear goals.
- Communicate with your staff.
- Encourage teamwork.
- A healthy office environment.
- Give positive feedback and reward your team.
- Provide opportunities for development.
- Give employees the space they need to thrive.
- Show your team the way. You can lead by example by working to fully understand changes in the workplace and then transparently communicating what you know. ...
- Help employees see the big picture. ...
- Remember to celebrate. ...
- Create a cross-functional change team.
- Assess the skills and knowledge gaps. ...
- Set clear goals and objectives. ...
- Create a learning and development plan. ...
- Provide learning resources and tools. ...
- Promote a learning culture. ...
- Support ongoing learning and development.
- Understand the new person's skills and work style. Get a good feel for the new person's background, skills, and style of work. ...
- Provide resources and support. Share more than just the details. ...
- Share what you know. ...
- Provide documentation. ...
- Go through hypothetical decisions. ...
- Have the new person shadow their predecessor.
- induction.
- on-the-job.
- off-the-job.
- 1 Encourage their personal development. ...
- 2 Create psychological safety. ...
- 3 Recognize and reward your team for their hard work. ...
- 4 Encourage teamwork and collaboration among employees. ...
- 5 Provide employees with tools and resources for success. ...
- 6 Encourage creativity.
- Build a Culture of Trust. Trust is an essential component of any successful organization. ...
- Deliver Honest Feedback. ...
- Show Empathy. ...
- Foster Open Communication. ...
- Be Purpose-Driven. ...
- Delegate Responsibilities and Tasks. ...
- Support Growth Opportunities.
What do employees need from a job to be engaged? These keys are grouped under the acronym “MAGIC” and include meaning, autonomy, growth, impact, and connection.
How do you say you have a passion for technology? ›I am passionate about technology, innovation and big challenging tasks on my to-do list. That makes me want to learn more and keep up with building something greater than me.
How do you encourage someone to be innovative? ›- Planning further discussions or workshops.
- Sharing ideas with new people or different teams.
- Reaching out to customers to get feedback on ideas.
- Giving people a chance to test their ideas.
- Asking people to present their ideas to a bigger group – even if it's just for inspiration.
How do you keep employees up to date with technology? ›
- Create a sandbox for employees. ...
- Implement annual skills evaluation. ...
- Blend incentives with guidance. ...
- Share the 'why' and 'how,' and seek input. ...
- Provide multiple training options. ...
- Encourage self-service training and follow-up questions. ...
- Teach employees how to be adaptable. ...
- Pair new users with a mentor.
In the workplace, and especially among high-tech companies, there's a strong focus on employees' skills. Those with strong coding skills, relevant certifications and professional licenses are often the most sought-after employees.
What tech skills do employers want? ›- Social Media. Are you addicted to Facebook or Twitter? ...
- Presentation Prowess. ...
- Mobile Development. ...
- Troubleshooting. ...
- Spreadsheet Skills.
The resulting definition identifies five attributes that feature in the emergence of novel technologies. These are: (i) radical novelty, (ii) relatively fast growth, (iii) coherence, (iv) prominent impact, and (v) uncertainty and ambiguity.
What are the 5 technological process skills? ›Modern technology involves higher technological process such as creating, designing, modelling, predicting and experimenting, in conjunction with practically problem- solving.
What are 3 benefits that technology brings to organizations? ›It increases employee productivity, propels product and service development, and fosters team-building with superior communication tools. So, here we are discussing the benefits of technology in the workplace.
What is the strategic role of workplace technology? ›It can provide higher-quality products or services, enhance customer service and the user experience, and reduce waste while improving productivity for higher profit margins. All in all, properly utilizing technology in the workplace creates a competitive advantage.
How does technology impact the growth of organization? ›It encourages new roles within organizations as new technologies demand new skills and tasks from workers. Technology helps make organizations more efficient. Automation is a process brought about by technology. Basically, it is a labor-saving technique, whereby machines replace or complement the work done by humans.
What are 4 positive impacts of technology? ›Expanded security, enhanced communication, increased information, education, and, last but not least, amusement are vital aspects of technology. As a result, it's more important than ever to comprehend the advantages and disadvantages of technology.
What are the benefits of advancement of technology? ›- Quick access to information. Democratising access to information is undoubtedly one of the greatest advantages of technology. ...
- Facilitated learning. ...
- Breaking the distance barrier. ...
- Simplifying tasks. ...
- Providing entertainment. ...
- Increased productivity and efficiency. ...
- Increased life expectancy. ...
- Creating new jobs.
Which type of technology has the greatest impact on business? ›
Information Technology
It is also used to organize information to help managers with decision making. One type of information technology we are all familiar with is the Internet, which has had the greatest impact on the way companies conduct business.
BENEFITS OF TECHNOLOGY IN THE WORKPLACE
Easier time-tracking capabilities. Flexibility and enhanced connectivity to remote workers. Create a better environment for collaboration. Simplifies daily tasks.
- Bring Teammates Together with Communication Software. ...
- Utilize Cloud-Based Project or Task Management Software. ...
- Use a Time Tracking Tool. ...
- Incorporate Automation Tools. ...
- Utilize a Calendar App. ...
- Organize Your Digital Workspace.
Technology applications have enhanced the pace and output of various business activities such as marketing, promotions, sales, and accounting. From internal operations to the external output of the activities, from minute processes to major activities, multiple aspects of the business need the use of technology today.
What is the easiest way for companies to promote new technology? ›- Why Social Media? ...
- Sign Up For An Email Service. ...
- Behavioral Targeting. ...
- Create A Website. ...
- Use Emojis Or Minimalist Designs. ...
- Use A Story To Explain. ...
- Do Not Skirt Science. ...
- SEO Optimised Content.
- Opt for Simple Products. Most organizations will focus on costs or features rather than ease of use when choosing new technology. ...
- Emphasize Its Value and Benefits. ...
- Engage Early Adopters and Influencers. ...
- Conduct an Effective Training Program. ...
- Measure and Adjust.
Include team members from different departments. Allow the team to work creatively together and come up with ideas on how best to implement the new technology. Make sure the team is aware of the goals of the new technology and ensure that every decision is based on these goals.
What is technology adoption strategy? ›A technology adoption strategy (not to be confused with digital adoption strategy) involves creating a framework to adopt any application seamlessly. This type of plan needs to enhance and account for the employee experience, improve users' productivity, and deliver value to the business.
What are the 3 most important things that you would need for complete adoption of information technology? ›- Seek Greater Clarity. Observability is a crucial aspect for a new technology. ...
- Evaluate Options. ...
- Look At The Return On Investment. ...
- Consider Cybersecurity. ...
- Look To Getting Things Done. ...
- Look At Long-Term Competitive Advantage. ...
- Understand The Customer Better.
- #1: Research Your Marketplace and Your Buyers. Wait! ...
- #2: Understand your competition. ...
- #3: Understand your target audience. ...
- #4: Build a Killer IT Marketing Website. ...
- #5: Build a Solid Martech Stack. ...
- #6: Create Content. ...
- #7: Build a Meaningful Social Media Presence. ...
- #8: Take Advantage of Tech Industry Influencers.
What are three 3 ways that you can encourage employee innovation? ›
- Make innovation a core value. ...
- Hire people with different perspectives. ...
- Give employees time and space to innovate. ...
- Encourage collaboration. ...
- Have a feedback process. ...
- Implement ideas as soon as possible. ...
- Reward employees for their ideas. ...
- Offer training.
- Meet and greet. Take some time to introduce new employees, not only to the immediate team, but to people in other areas of the organization. ...
- A helping hand. ...
- Welcome to the community. ...
- Too much of a good thing. ...
- It's the little things that count.
Technology can automate the workflow of almost any function in a business, such as finance, marketing, operations, and workplace management. Technology can turn inefficient, tedious tasks into a seamless and automated process. This frees up time for your team and allows them to be more productive.