Case Study on Mayglothling Waste Management

Mayglothling Waste, a family-owned company headquartered in rural Herefordshire, provides domestic, commercial, and industrial waste solutions to various businesses, including the public sector, non-governmental organizations, food production and packaging industries, and local authorities. Their expertise lies in sewage management, total waste management, transport and logistics, and industrial cleaning. 

The Challenge

These challenges included assisting and understanding existing business data of the Field Service System, comprehending the business process overview of the existing Field Service System, and building a customized Field Service System for waste management that aligns with Microsoft’s Out of the Box Field Service.

They also needed to provide PDAs for drivers to update work order statuses and job details, integrate sales and operations processes into the Field Service, build a robust system from lead to sales order creation, schedule resources, perform work orders, and invoicing customers.

Invoiced billing needed to be set up for integration into the ERP software Sage, along with establishing process flows for emails, SMS notifications, and invoice development.

The Solution

These included the automation of lead journey to order to work order generation in the Field Service System, automation of agreement to work order generation with customer sites, development of custom scheduling for generated orders, automation of notifications on job/work order statuses, automation of waste transfer notes to customers based on configurable data, automation of invoicing generation based on work order completion, and process setup for optimizing existing sales processes for waste management.

The Benefits

Benefits derived from these solutions included optimized existing sales processes to connect to the Field Service, customized work order generation with multiple products through the parent/child work order concept, customized scheduling for child work orders, work orders, and agreement-generated work orders for multiple resources for the same work order, location enablement, a customized mobile app for drivers including vehicle inspection, biosolids waste inspection, job monitoring and updates, engineer reports, system health check reports, and the ability to upload images to the Field Service system. All data was processed via SharePoint storage from the mobile app, while SMS and ERP integration were paused for phase. 

Conclusion 

Mayglothling Waste’s strategic approach to upgrading its Field Service System has yielded significant improvements across its operations, particularly in managing and optimising complex waste management processes.  

By addressing the initial challenges of integrating and customising the Field Service System to align with Microsoft’s solutions, the company has successfully automated key workflows, from lead generation to invoicing, and optimised its sales processes to serve its diverse clientele better. 

The implementation of a tailored Field Service System, along with the deployment of PDAs for real-time updates and the development of a customised mobile app for drivers, has empowered Mayglothling Waste to enhance operational efficiency, ensure timely job execution, and maintain high standards of service delivery.  

Automating tasks such as work order generation, scheduling, and notifications has not only reduced manual intervention but also improved accuracy and response times, leading to better customer satisfaction. Ultimately, the case study of Mayglothling Waste demonstrates how a family-owned business can leverage technology to overcome operational challenges, enhance service offerings, and position itself for sustained success in a competitive industry.