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An Essential Guide and Checklist
The fusion of artificial intelligence, automation and robotics (aka Physical AI) into real-world operations is changing how we work and that includes tasks related to commercial floor care.
Autonomous robotic adoption programs are a lever that enables organizations to increase shareholder value by improving efficiency and consistency, ESG performance and cost predictability for tasks that are considered too repetitive, dirty or dangerous for humans to be effective and efficient.
If you are looking for a comprehensive program for commercial environments and want to know what great looks like – read on.
The future of work is here. We are living through one of the most significant periods since the introduction of the Internet – the fusion of artificial intelligence, automation and robotics (aka Physical AI) into real-world operations.
Automation is a lever that enables organizations to increase shareholder value by improving efficiency and consistency, ESG performance and cost predictability for tasks that are considered too repetitive, dirty or dangerous for humans to be effective and efficient.
Robotics adoption is the key driver of sustainable automation programs. However, the adoption of robotics in the commercial sector is not assumed, just by purchasing a robot, plugging it in and putting it to work. A comprehensive program is needed for commercial environments, one that aligns the objectives of the organization with strategic choices about automation technology, the people using it and the processes they need to adopt. In addition, the choice of who to partner with can mean the difference between long term adoption success and ultimately achieving the business case vs. program failure.
This evaluation guide is designed to help you avoid the pitfalls that often derail robotic adoption programs, by providing a clear understanding of what to look for and how to weigh your options. This will enable you to select the right partner and program that delivers business value and achieves outcomes over the long term. This is important to note, since many organizations make decisions that optimize purchases based on day 1 value alone. In other words, they pick the cheapest solution without considering all the aspects that determine whether long term success is likely.
Therefore, if you desire long term success, measurable return on investment, and a foundation to build future automation programs, then we recommend you start here with a more complete view to evaluate what great looks like in a vendor and a program.
The business case for commercial service robotics is clear.
Robotic automation has been available in the manufacturing sector for many decades. Autonomous robotic programs for operational services have been in existence for several years but are now gaining traction and evolving from niche to mainstream with adoption spreading into multiple commercial use cases for healthcare, hospitality, senior living, airports and beyond. According to asdreports[1], the broader Global Cleaning Robot Market is projected to reach USD 27.6 billion by 2031, with a CAGR of ~20.8%.
The steep growth rate in popularity of commercial service robotics reflects the operational need for these programs, largely driven by labor shortages, productivity demands, and customer expectations around cleanliness and hygiene. Market analysis from Mordor Intelligence [2] projects the Robots Market for Commercial Buildings (which includes cleaning applications) will grow to USD 15.86 billion by 2030, representing a CAGR of 25.7%.
The business case is clear for robotic automation in the commercial cleaning sector.
Cleaning robots are no longer a pilot-level novelty but are now core infrastructure for operations with the ability to be deployed at scale – if you approach the project in the right way. Focus should be on:
In the consumer world, when we identify that an autonomous solution could be the answer to a problem, the next step is to find the right technology solution. However, in the commercial world, the same approach is typically the start of a journey destined for failure. If you are looking at technology first, then think again.
Based on our experience over the last ten years on how to deliver multi year program success, we have observed within the industry that actually the majority of robotic automation projects fail for one or more reasons, including:
Before selecting technology, it is important to understand the business outcomes that you are trying to achieve. Whatever your reason, it is important to document what your short- and long-term business goals are.
It is also recommended to identify the core team of individuals who will help you to select the right partner and solution to make the project a reality. Ideally, you will have stakeholders and decision makers from the relevant areas involved - from executive leadership to the janitorial staff who are carrying out the tasks today. By documenting the desired outcomes, the core team can keep everyone on the same page as you embark on evaluating the right solution for your business.
At SoftBank Robotics, we take this first step very seriously and work with our clients early in the sales cycle to understand what problem(s) they are trying to solve. There are many ways to build a program that delivers durable value, while bringing the organization along with the changes that will be needed to execute successfully. Change management readiness is assessed by our experts at the beginning of the process. This allows us to begin to think about where there may be blockers to success, how we have mitigated such issues with clients, and enabled new capabilities that were foundational to expanding automation within the service operation. So, in summary, the first step in any program should be a defined business case that can be measured on the productivity delivered. This discussion should incorporate honest feedback on the readiness of the organization to change and grow. If these are new topics for you, and / or you have a poor track record in adopting technology, then the partner you choose is even more important than the technology itself.
Now you are ready for the next step, which is looking at the technology.
There are a number of factors to take into consideration that will impact the success of any autonomous robotic program. Key questions to ask, and get answers to are as follows:
In a service operation scenario, robots will be operating autonomously around people and navigating seamlessly around objects while cleaning whether that is scrubbing, vacuuming, mopping or dust mopping. As such, the robot needs to be equipped with the most relevant technology such as cliff sensors and LiDAR, to ensure it can operate safely in your environment. For example, if you are operating a senior living community, residents and staff need to know they are safe from trip hazards and injury. In an airport, robots need to effortlessly navigate around the many passengers transiting through lounges. In schools, robots need to efficiently clean without being an obvious distraction to faculty and students. The list of scenarios where robots can operate is endless but the capability of a robot to navigate, detect obstacles, and stop for an appropriate period of time before continuing its task is a critical safety feature.
The purpose of the robot is to provide a service that is more productive, efficient, and of a higher quality clean than your current method of achieving the same cleaning task. For this reason, it is important to understand the capacity of the robot as it relates to the space that needs to be cleaned. You will also need to determine if the robot can cover the space to be cleaned in the cleaning time available. In addition, there may also be sustainability features that enhance productivity such as more efficient use of water and other cleaning materials.
Given technology advances at a rapid pace, you may also want to check out flexible options for purchase so that you can always have the most relevant technology.
Once you’ve established that the robot can be trusted and it operates as advertised, you then need to make sure it can be incorporated into your existing operation. The work environment is changing dramatically and may be accompanied by high turnover rates, so a program that has ease of use and effective training is paramount. Onboarding a robot or robot fleet is the optimum time to review your operating procedures and processes. This is a great opportunity to improve the way your janitorial team is deployed, enable provision of enhanced services that were previously not available, and review personnel needs in general. Organizations may offer additional upskilling programs that result in their staff being more motivated and appreciative.
Successful program adoption involves key members of the janitorial team from the outset of the program, so that they can provide feedback and influence other members of staff. Speaking with existing clients of various vendors is a great way to understand and anticipate what it means to adopt a robotics program and see value from it. Any initiative must have a training program and enable deployment with maximum ease of use, management, customization and use case flexibility and adaptability.
At SoftBank Robotics, we appreciate that the test of a great program is its ability to achieve the outcomes set at the beginning of the program and sustain over time—year after year after year after year. This requires thoughtful design of the right robotic solution for the right environment and use case. Robot productivity can be influenced by environment and dynamic obstacles within the environment. There is also consideration that must be made for the window of time that labor is available to manage the program and perform the daily maintenance. Prescriptive schedules that layout daily routines to optimize labor while ensuring SOP coverage metrics are met, is a critical output of the programs we deliver for clients. In this way, we help clients approach all of the meaningful factors that deliver the productivity model which is the foundation for the business case. We like to say, we start with the end in mind and design the right program that will meet that objective. In this way, we incorporate the right technology at the right price. This holistic approach will deliver the best TCO (total cost of ownership) over the duration of the program.
Now that you have reviewed what great looks like in a technology selection, let’s take a closer look at picking the right vendor to deliver on the promised value.
Before embarking on selection of a vendor for your program, you should understand your overall comfort level with certain topics as this is likely to influence your choice.
For example, as you consider potential solutions, are you approaching this project from understanding or being an expert in the area of commercial cleaning? Or do your strengths lie in evaluating technology programs and robotic automation?
When you consider the type of business partner you want to work with, how would you rate these questions on a scale of 1-5 with 5 being the highest?
Being able to speak with experts who understand the challenges and pain points associated with all aspects of the deployment of autonomous solutions for commercial cleaning should help you deliver a better outcome.
Your business partner for the cleaning automation program could be an OEM, Distributor, or Orchestrator. The partner you select should be able to provide short term wins while developing a 3–5-year robotic automation program with you. What are the differences between the type of business partners you could choose?
The decision to choose either an OEM, Orchestrator, or Distributor should consider the following:
SoftBank Robotics grew up in robotics first as an OEM, then distributor, and finally Orchestrator. This unique but critical role allows us to take a consultative approach to autonomous program success. This approach becomes a critical success factor when working in complex, large, multi robot solution, and expansive real estate portfolio environments. We are the only partner of Gausium’s cleaning portfolio that has been recognized with the Platinum Service Elite award, reserved for partners that have demonstrated success in complex large-scale environments.
Here are a few things to consider before you select a vendor to partner with:
The test of a great partner is often when things don’t go as planned. That’s when you see the true value of the program and the business partner.
Any number of things could go wrong. Uptime and reliability are critical to your ability to meet SOPs and deliver the high quality of cleanliness required. When you are looking for a solution partner, it’s important to drill down on how they go about solutioning and providing support for the right autonomous program.
You will also need initial on-site and hands on training to make sure your uptime is maximized, and your team is ready to hit the ground running.
Given the information on upfront costs and ongoing maintenance, you should also look at the solution from a total cost of ownership (TCO) perspective. Model out the cost on Day 1 vs. Day 365, and Years 3, 4 or 5 to determine the true cost of the program.
Service at SoftBank Robotics is modeled on optimizing customer uptime of the robotic program. We’ve designed our model to be responsive, to assist customers through multiple channels, expanded our hours of support, and provided a variety of options for repair services. These options include no cost repair kits that take minutes to install, and complete swap out of robots within 1-3 days if Level 3 (L3) is required. Swaps are included in the base service program at no additional cost. The bottom line is if the robot is not working, then the program is at risk of failing, which means the business case is also at risk. We also monitor and provide tools for our clients to monitor how the robots are running to meet the goals set. This allows early intervention if a robot is down or if the team is not running the robot to the required productivity model. This is a radical departure from current operations where there is no evidence that cleaning occurs as expected.
It is easy for most companies to speak about their successful programs, long-term program success and reliability, and uptime. However, hearing firsthand from customers and partners who have experienced automation success is more credible and impactful. Brand awareness and trust are important. Make sure that you are working with a partner who has proven long-term success and knowledge relevant to your environment and industry. Consider third party recognition, awards or acknowledgements from relevant and leading industry bodies such as ISSA.
SoftBank Robotics is proud of our wonderful clients and their amazing journeys to robotic program success.
The rise of robotic vendors has been dynamic over the last couple of years, and along with that there are many who have not had longevity in the market.
Consider spending time on the vendor’s vision for automation, programs, reporting, and multiple robotic solutions,
At SoftBank Robotics, we have built out a vision for how organizations develop the muscle to run durable autonomous programs that can be expanded in the years to come as new solutions are ready. We consider the use case, the problem technology should solve, the price, and ultimately how this ladders up to a productivity model that will drive the business case. We see operations transforming as labor is optimized. To deliver higher value then, robotics must deliver value by providing services at a lower cost. One program should be the start and foundation to transform operations over many years.
How will your partner help you scale a program with hundreds or even thousands of robots? You may have multiple locations to manage, and you may even need to manage a heterogeneous fleet that can clean various floor types. Having performance targets will be important to set and measure against to determine if your program is meeting its business objectives. This is particularly important when you are managing robot fleets at multiple locations.
SoftBank Robotics has effectively delivered programs at scale, and there is always one important factor to consider in long term success—how does anyone manage all the data and locations to determine what needs focus? The answer is we have created a reporting structure that allows Management by Exception on a regular basis. This means that low performers rise to the top of focus for management to review and inquire. It gives our own Customer Success team the ability to proactively reach out to low performers and begin troubleshooting. We also work closely with different levels of client leadership to escalate issues that require more attention. Our highest performing clients are able to successfully partner with our team to drive continuous improvement. In fact, we even have clients that increase productivity models once they learn how to operate in this new structure.
Robotics automation programs are in demand for commercial cleaning. In order for a program to have short-, medium- and long-term value – anything from 3 months to 5 years or more, it is important to focus on how you develop a robotic automation program that is flexible and adaptable enough to deliver sustained value for your business.
Successful robotic automation programs that endure for the long term, can be built on the foundation of three key well-defined and evaluated pillars:
As you consider autonomous robotic programs for commercial cleaning, focus with a vendor that has expertise in autonomous robotics first, which allows you to build a foundation for future automation programs. Secondarily, ensure that the vendor also understands and can provide expertise in the task to be automated i.e. commercial cleaning in your environment and industry. This increases the chances for long term success.
Make sure you have a strong business case and have determined how you will evaluate the value of the program. This includes having senior level sponsorship, ongoing stakeholder communication, enablement for operators, and measurement of results that are shared in ongoing operational reviews. Continuous improvement can be a result of constant focus on performance against targets.
Our specialists are here from day one and throughout the lifecycle of your robotic programs, helping you to develop a strong foundation for ongoing automation initiatives, operational efficiencies, and process improvements.
If you are ready to start evaluating your readiness for a robotic automation program, please see the readiness evaluation guides that will support you in determining your business objectives, your readiness for an automation program, and what to look for in a robotic automation program.
Sources:
[1] asdreports.com - Global Cleaning Robot Market - 2024-2031 : March 2025
[2] Mordor Intelligence - Robots Market for Commercial Buildings Size & Share Analysis - Growth Trends & Forecasts (2025 - 2030)