AI in Vending : For over 20 years, Broderick’s branded vending machines have been part of the fixtures and fittings at Manchester International Airport, writes Ian Reynolds-Young. It’s a source of immense pride for the family business, which was founded within earshot of the Ringway runway, that Mancs are entrusted with the job of helping to welcome, (or to bid farewell to) visitors to Manchester.
But earlier this year, with the summer season in full swing, the company’s commitment to this most valued of its customers was put to the test as never before.
If you’re an advocate of the old training adage of ‘The Six Ps’ – Proper Planning Prevents P*** Poor Performance – then give yourself a pat on the back, because if the Brod’s hadn’t foreseen every possible thing that might upset the apple cart, and put a plan in place to deal with the consequences, then the whole shooting match might have gone pear-shaped.
There was an anomoly in sales in the landside machines. They were experiencing a spike. There was a danger that some machines might sell out of their most popular lines…
Typically for a Sunday, Broderick’s HQ was unstaffed, but that’s not to say there was nobody home: for the company’s advanced AI-driven system and its vigilant management team, it was business as usual. When there was an unexpected spike in landside sales the system detected it. Machines that typically sold around £100 worth of products each day, were already doubling that figure by mid-morning. The software alerted the Duty Operations Manager who immediately recognised the significance of the up-date and knew that time was of the essence, if the aforementioned ‘poor performance’ was to be avoided.
The AI system delivered real-time info on stock status and other key details, which gave management time to reroute operators and resources. It was a swift, efficient response and the sudden surge in demand was effectively navigated. Temporarily…
Sales continued to rise, so much so that the company raised a posse from the ranks of its Manchester contacts while the team, which had been specially trained for moments just like this, was called into active service. And then, just when they thought they had it covered, there was an unprecedented electrical outage. You don’t need me to tell you the chaos that caused at the airport.
But that was the moment when Brod’s AI system really proved its worth and lived up to all its promise; prioritising tasks, pinpointing new hotspots as they emerged, guiding staff to where they were needed most and working closely with terminal managers and retail teams to make sure essentials like water were always in stock. (Needless to say, the company’s reputation at the airport as a reliable and trusted partner was boosted as a consequence).
The ramifications of the day’s events extended beyond Manchester. Many flights were redirected to Birmingham, Liverpool, and Stansted; all of them fellow Broderick’s clients, all of them likely to experience increased sales volumes through their machines.
Once again, the AI system kicked in, alerting the company’s teams at those airports and affording them a priceless window to get their ducks in a row in advance of the expected up-tick in business.
By the end of the day, vending operations at Manchester Airport had smashed every single sales records, generating income that could be measure in multiples of the usual numbers. It had been an awful ordeal for passengers; but they had, at least, the small comfort of access to refreshments amidst all the uncertainty and disappointment. The next day, in anticipation of continued high demand, Broderick’s deployed extra staff to manage the backlog and to anticipate the day’s demands. This meant opening the warehouse at 6:00 AM, but that, as you’d expect, wasn’t an issue.
The way in which Broderick’s comported itself throughout a period of crisis for its client has enhanced its reputation as a flagship of the UK’s vending industry, a company that’s prepared to overcome any difficulty with a mix of experience, expertise and efficiency.
And the part AI tech played, as the story unfolded, may cause a moment or two of reflection for those operators who don’t have a similar resource to bring to the front.
As for which AI system Broderick’s uses, and the path they took to choose it, that’s another story…
More Brod’s stuff from ages ago is HERE on Planet Vending
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