Case Study on Innovating Waste Management

The Challenge

A family-owned waste management company based in rural Herefordshire faced several challenges optimising its field service operations. These challenges included understanding and utilising existing business data within the Field Service System, aligning its processes with Microsoft’s out-of-the-box Field Service, and integrating various aspects like sales, operations, and billing.
To tackle these challenges, the company embarked on a journey to build a customised Field Service System tailored to their waste management needs. They provided PDAs for drivers to simplify work order updates and job details, integrated sales and operations processes, and established a robust system from lead to sales order creation.

The Solution

Solutions implemented included automating lead-to-order and agreement-to-work order processes, developing custom scheduling functionalities, automating notifications on job statuses, and streamlining invoicing generation based on work order completion. Additionally, processes were set up to optimize existing sales processes for waste management.

The Benefits

From a customer’s perspective, the transformation undertaken by the family-owned waste management company in rural Herefordshire translates into tangible benefits that enhance their overall experience:

• Efficient Service Delivery: Customers can expect smoother and more timely waste management services. With optimised sales processes and custom scheduling functionalities, the company can ensure prompt responses to service requests, leading to faster turnaround times and minimal disruptions to their daily routines.
• Tailored Solutions: The company’s investment in a customised Field Service System means customers receive tailored solutions that meet their needs. This new system is designed to handle different types of waste or accommodate unique service requirements, ensuring that every customer feels valued and considered. The system enables the company to deliver personalised service experiences that prioritise customer satisfaction.
• Transparent Communication: The introduction of a custom mobile app for drivers is a testament to the company’s commitment to transparency and communication throughout the service process. Customers can stay informed about job progress, receive updates on service appointments, and even participate in waste inspections if needed. This high level of transparency builds trust and confidence in the company’s ability to deliver on its promises, making customers feel secure and trustful.
• Consistency and Reliability: The company ensures consistency and reliability in its service delivery by streamlining invoicing and automating notifications on job statuses. Customers can rely on accurate billing and timely updates, eliminating any uncertainty or inconvenience associated with manual processes.
• Future-Ready Approach: While the company continues to enhance its operations with planned integrations like SMS and ERP, customers benefit from the assurance that their service provider is committed to ongoing improvement and innovation. This forward-thinking approach translates into long-term value for customers, as they can trust that the company will continue to adapt and evolve to meet their changing needs.