In November, I had the privilege of visiting Refreshment Systems LTD (RSL) and seeing firsthand how sophisticated and innovative they are in running their vending business. It was a remarkable experience learning how they’re leveraging technology, empowering their team, and creating efficiencies that are both practical and forward-thinking.
Empowering route managers (“operators”) as business owners
One of the standout aspects of RSL’s operations is how their team treats their operators as entrepreneurs running mini businesses. The trucks act as rolling warehouses equipped with product inventory and tools to service their locations throughout any given week. All operators leverage the Vendmanager mobile app, which has everything they need in the palm of their hands. From location-specific inventory needs that allow them to do single walk-in services, and feedback updates to send back to the office for future changes, confirmation of service and client requests.
Rather than spending unnecessary time traveling to and from their depot, operators start their day directly from home. Most only visit the warehouse two to three times a week to restock their trucks. This approach minimises downtime, maximises efficiency and ensures RSL can cover a vast territory while keeping operating costs low.
Data-driven efficiency
At RSL, efficiency isn’t just a buzzword — it’s their guiding principle. New service accounts start with fixed visits for the first three to six weeks. During this period, the team gathers data to determine sales patterns and adjust planograms. After the evaluation period, these locations move to an “on-demand” model, where frequency is determined by real-time sales data.
The back office team plays a critical role in this process. Every afternoon, they run scheme reports to prepare the next day’s optimised route plans. By 4:30pm, operators receive their schedules via the Vendmanager app, complete with precise timing for every stop. This meticulous planning ensures trucks are always stocked with what’s needed and that every minute on the road counts.
Technology at the core of the business
Vendmanager isn’t just a tool for scheduling; it’s the backbone of RSL’s operations. The app requires live photo confirmations at every service stop, which ensures machines are fully stocked and providing proof of service for clients. With truck trackers and cameras installed in every vehicle, RSL has full visibility into its fleet — right down to knowing when an operator pulls into the depot.
While RSL embraces the future of cashless payments (they’re already running at 80% cashless), they’re constantly seeking new ways to push their technology further. Their ultimate goal? Automate as many processes as possible — from planogram creation to route optimisation — to give their team more time to focus on customer service and business growth.
A culture of innovation
Mark Hewson, Operations Manager, and Steve Wright, Operations Director at RSL, are passionate about staying ahead of the curve. They’re not just users of Vendmanager; they’re super-users. They leverage over 80% of its functionality and continually collaborate with SB Software and Cantaloupe to improve the platform. Their mindset is clear: “How do we use the system to run a smarter business?”
During my visit, I saw this innovation firsthand — from their palletized product prep system to their live tracking dashboards. They even gave me a glimpse inside an operator’s van, where the mini-picking system demonstrated just how efficiently RSL runs their operation.
Key takeaways for other operators
- Empower Your Team: Treat your operators as entrepreneurs, equipping them with tools and autonomy to succeed.
- Leverage Technology: Use real-time data and automation to drive efficiency and optimize daily operations.
- Stay Future-Focused: Continuously look for ways to improve processes and embrace new innovations that drive growth or greater efficiencies in your business.
My day at RSL was nothing short of inspiring. It’s clear that their approach is a blueprint for modern vending operations: efficient, data-driven and forward-looking.
As Cantaloupe’s Chief Marketing Officer, Elyssa oversees all aspects of the marketing team. Her responsibilities include the development and implementation of all strategic marketing campaigns that drive measurable results and support the company’s critical business objectives. Learn more about Elyssa and the rest of the Cantaloupe leadership team here.