I recently had the opportunity to sit down and interview Stefan Figley, President of 1-800-Packouts about the future of contents restoration. We covered detailed perspectives on how technology, workforce development and environmental considerations will shape the industry in the coming year.

Key topics include advancements in inventory management tools, AI-powered innovations and real-time communication technologies inspired by consumer sectors. Stefan emphasizes the growing importance of sustainability, the role of training programs to address workforce challenges and the complexities of handling commercial projects, including clearance requirements for secure environments. Looking toward the new year, this article predicts a year of recovery, innovation and expansion, driven by technological integration and collaboration across the industry.

Q: How will advancements in technology impact the contents restoration process in the upcoming year?

A: The contents industry has traditionally been slow to adopt new technology compared to other restoration sectors. However, 2024 will bring notable advancements, particularly in inventory management. These tools are vital for carriers and third-party administrators (TPAs), as they allow detailed tracking from on-site recording to storage and processing. Such tools can replace on-the-ground inspections, benefiting both policyholders and insurers.

Inventory management tools are becoming more sophisticated, offering real-time updates that mimic consumer services like package tracking. Restoration companies specializing in contents restoration are leading the way, as insurers demand detailed documentation throughout the process. These advancements will streamline operations and improve accountability.

Additionally, ultrasonic cleaning tanks are gaining traction for hard goods and electronics, offering efficient and high-level cleaning that meets policyholder expectations. Carriers are beginning to recognize the value of thorough cleaning technologies, making them a new standard in restoration. Pricing consistency through tools like Xactimate and CoreLogic will also become increasingly important for maintaining standardized service levels across locations, especially for multi-location providers.

Q: What role does technology from other industries play in contents restoration?

A: Technologies from other sectors are influencing restoration. For instance, the real-time updates provided by platforms like DoorDash could be adapted to restoration, offering clients and insurers instant updates on project status. Customers now expect transparency and instant communication. Borrowing from consumer-facing industries, restoration companies can leverage these technologies to enhance interactions with clients and insurance companies, ultimately reducing delays and misunderstandings.

Automation and communication tools from other industries are also inspiring advancements. These innovations allow restoration companies to adopt practices like automated reminders, status notifications, and seamless client communication. This integration not only improves efficiency but also builds trust with customers.

Q: What can we anticipate for the future of technology in contents restoration?

A: By 2025, we expect accelerated adoption of new technologies, especially if carriers incentivize early adopters. Conferences hosted by industry leaders like Xactimate and CoreLogic early in the year will likely outline expectations and innovations, potentially driving faster implementation across the sector. For example, AI-driven platforms could become central to estimate writing and workflow optimization, enhancing both speed and accuracy.

The rapid pace of technological advancement also presents challenges. Companies hesitant to adopt these changes may find themselves at a competitive disadvantage. As carriers begin rewarding innovation, restoration firms will need to prioritize technology to stay ahead.

Q: How can the industry encourage faster adoption of new technologies?

A: Carriers must provide tangible incentives for restoration companies to invest in technology. Efficiency gains must be clear and mutual, benefiting both carriers and providers. Industry events will play a critical role in setting standards and encouraging collaboration. The industry could also benefit from sharing case studies and success stories that highlight the return on investment from adopting new tools.

For restoration companies, investing in training and change management will be crucial. Staff must understand the benefits and functionality of new systems to ensure smooth implementation. Industry organizations can help by offering workshops and certifications focused on emerging technologies.

Q: What are the most important changes in restoration tools that could shape the industry?

A: Artificial intelligence (AI) is poised to revolutionize estimate writing and project management, streamlining workflows and enhancing efficiency. For example, AI could automatically generate detailed estimates based on video footage of a site, saving time and reducing errors. Cleaning technologies, such as ultrasonic and electronic cleaning tools, will also advance, enabling faster and more cost-effective processes.

Another emerging tool is 3D imaging technology, which can create digital models of affected spaces. This innovation can improve documentation, planning, and communication with both clients and insurers. Combined with drones for site assessments, these tools will significantly reduce the time needed for inspections and estimates.

Q: How has customer experience changed over the years, and what expectations must the industry meet?

A: Customers now demand immediate results and real-time updates. While technology can help expedite processes, many physical tasks, like drying and repairs, still require time. Transparency and proactive communication are essential to manage expectations effectively. Inventory management tools are critical to ensuring customers know where their belongings are and that they’re safe.

The rise of digital tools has also reshaped customer expectations. Automated notifications, visual progress updates, and user-friendly portals are becoming standard. Restoration companies that prioritize these features will enhance the customer experience, fostering loyalty and trust.

Q: How does the commercial space differ from residential in terms of contents restoration?

A: The commercial sector introduces complexities such as safety regulations, specialized equipment, and larger-scale operations. For example, government buildings, hospitals, and retail stores often require unique approaches due to liability concerns, specialized inventory, and industry-specific protocols. Adapting to these challenges requires tailored processes and collaboration with specialized partners.

Clearance requirements also play a critical role, particularly in secure environments like government buildings, hospitals, or military facilities. Restoration professionals working in these spaces often need background checks, security clearances, or additional certifications to access sensitive areas. For instance, projects in hospitals may demand proof of medical clearances for staff, especially when dealing with areas like physical therapy pools or pharmaceutical storage.

Commercial projects also often involve higher stakes, as delays can result in significant revenue losses. Restoration companies must navigate logistical hurdles, such as limited access to facilities or the need for specialized handling of certain items. Digital tools that streamline inventory management and communication will be crucial for success in this space.

Q: What digital tools and platforms will be crucial for contents restoration in the next decade?

A: AI will remain at the forefront, but other advancements, such as drones for site assessments and tracking systems for inventory, will also play significant roles. These tools could streamline operations by automating packaging, tracking, and delivery processes, reducing the need for large crews.

Looking further ahead, predictive analytics could become a game-changer. By analyzing data from past projects, restoration companies could predict resource needs and potential challenges for future jobs. This proactive approach would reduce waste, improve efficiency, and enhance client satisfaction.

Q: What role do training and workforce development play in advancing the industry?

A: Workforce development is essential to ensure the successful adoption of emerging technologies. Companies must invest in training programs, certifications, and on-the-job learning to equip employees with the skills needed to use new tools effectively. Younger workers, who are often more comfortable with technology, can bring fresh perspectives, but they still require guidance to align with industry standards and best practices.

Partnerships with industry organizations and educational institutions can foster a pipeline of skilled professionals. Apprenticeship programs, online courses, and specialized certifications can help bridge the gap between current workforce capabilities and future demands.

Q: How can restoration companies address environmental concerns in their operations?

A: Sustainability is becoming increasingly important in contents restoration. Companies can adopt eco-friendly cleaning technologies, recycle damaged materials, and minimize waste through efficient processes. Using non-toxic cleaning agents and energy-efficient equipment can also reduce environmental impact while meeting client and regulatory expectations.

Additionally, some companies are exploring ways to repurpose or donate restored items that clients no longer need, reducing landfill contributions and supporting local communities. Sustainability efforts not only benefit the environment but also enhance a company’s reputation and appeal to environmentally conscious clients.

Q: What is your outlook for the industry in 2025?

A: The industry is poised for growth and technological integration. While 2024 was a challenging year, there are signs of recovery. By 2025, we’ll see more innovation, collaboration, and expansion, particularly in the commercial sector. Restoration professionals must stay adaptable, leveraging new tools to meet evolving customer needs and industry standards.

The increasing role of technology will also open doors for smaller firms to compete with larger players. As tools become more affordable and user-friendly, companies of all sizes can benefit from improved efficiency and customer satisfaction. Environmental sustainability, workforce development, and enhanced customer communication will be key drivers of success. Overall, 2025 will mark a turning point, with technology and innovation pushing the industry forward.