In this Inside Track Edition of CCI Drive Time, Steve sits down with Keni Smith, CCI’s Western Territory Account Manager, to introduce distributors to one of the key people supporting them in the field every day. This episode offers a behind-the-scenes look at how account managers work alongside distributors and store owners to deliver the right payment solutions—and why leaning on that support can make selling and servicing systems easier.

Keni shares her journey into the laundry industry, what surprised her most about the community, and how relationships—both at trade shows and through organizations like Women in Laundry—play a major role in helping distributors grow their knowledge and confidence. She also discusses the most common questions she receives from distributors, including product selection, quoting systems correctly, and understanding how evolving technology impacts sales conversations.

The conversation also touches on a trend many distributors are seeing today: store owners initially considering hybrid systems but becoming more open to reducing or eliminating coins once they understand the operational and financial advantages. It’s a practical reminder that education and communication are often the key to helping customers move forward with confidence.

This episode is a great introduction to one of the people working behind the scenes to support distributors—and a reminder that you don’t have to figure everything out on your own. The CCI team is there to help you quote, position, and deliver the right solution for every store.

Listen to this episode to learn:

• What a typical day looks like for a territory account manager
• The most common areas where distributors need support
• Why using your manufacturer as a quoting resource reduces risk and stress
• How customer attitudes toward coin, hybrid, and card-only systems are evolving
• Practical advice for new sales reps entering the laundry industry

In this Inside Track edition of CCI Drive Time, Steve sits down with Paul McCarey, Account Manager for the Eastern Territory at CCI, to introduce one of the key people distributors rely on every day.

Paul shares his journey into the laundry payment industry, what his role looks like behind the scenes, and how he supports distributors working on live deals in the field. From helping select the right solution to answering questions about evolving technology, his focus is simple: be a reliable partner distributors can lean on when they need guidance.

This episode also dives into the realities of a fast-changing industry—where payment systems, machine interfaces, and customer expectations continue to evolve. Paul offers practical advice for both experienced distributors and new salespeople, emphasizing the importance of listening, building relationships, and asking the right questions before recommending a solution.

You’ll also hear insights on:

• What distributors most commonly need help with today
• Where sales teams often struggle when positioning payment systems
• Why strong relationships and responsive support matter more than ever
• The value of ride-alongs and collaboration between manufacturers and distributors
• Simple advice for new salespeople entering the industry

Whether you’ve worked with Paul for years or are just getting to know the CCI team, this conversation highlights the people behind the products—and reinforces the message that distributors don’t have to navigate payment system decisions alone.

What happens if the internet goes down in a laundromat?

It’s one of the most common concerns distributors hear when discussing modern payment systems with store owners. In this episode of CCI Drive Time, Steve breaks down the reliability conversation and explains why the answer isn’t as simple as it sounds.

First, we define what “down” actually means—because a Wi-Fi issue, an internet outage, and a power failure are three very different scenarios. Steve also explains how different payment system architectures handle outages, including the difference between cloud-dependent platforms and systems designed to operate locally in the store.

You’ll also learn how offline modes, cellular backup, and system redundancy allow modern laundromat payment systems to continue operating even when connectivity is disrupted.

And perhaps most importantly, we compare the reliability of technology with the reliability of traditional coin systems—where coin jams, broken changers, and theft are everyday problems that often happen without the owner even knowing.

If you’ve ever had a customer ask, “What happens if the internet goes down?” this episode will give you the perspective and talking points you need to confidently answer that question.