Sustainable Salons has since used Salesforce to create efficiencies across the business. For example, it has adopted Chatter to reduce the ping-pong of internal email and communicate more efficiently. It has also streamlined processes like collections and improve visibility of its supply chain.
While many members have regularly scheduled pickups, Sustainable Salons has recently launched an on-demand service where members can book a collection online. The service is supported by an online community that was built on Experience Cloud and turned into an app using Mobile Publisher.
Sustainable Salons chose to use Experience Cloud and Mobile Publisher in part because it wanted the benefits of having all its data on one platform. Sustainable Salons also wanted to use existing technology rather than building something from scratch.
“With Salesforce, we can leverage and enhance existing technology rather than building our own which makes our lives a lot easier and allows us to focus on our mission - ‘Making Sustainability Reality’,” said Frasca.
Sustainable Salons partnership with Arcturious has helped it get the most out of Salesforce and working together, they were able to build and deploy the app in just six weeks.
Using the app, members can scan a QR code on the bins or bags to be collected and make a booking in minutes. They can find answers to frequently asked questions on Sustainable Salons’ Salesforce Knowledge base. They can also view their balance of rewards points which can be redeemed for items such as biodegradable gloves and cleaning products.
“What’s important about the app is that it allows members to self-service which means we can support a growing number of members without adding additional resources,” said Liang.
All collections, whether scheduled or on-demand, are managed through Field Service. Replacing spreadsheets, Field Service enables Sustainable Salons to efficiently schedule and manage collections with half of the resources needed previously. Field Service helps drivers to plan and optimise their route and makes it easier for them to report back on any issues. For example, if they see a salon has discarded the wrong items in a bin, they can raise a case through the Field Service app. The case is routed to the customer success team who can reach out to the salon within hours and remind them what’s allowed in each bin.
Previously, it could take up to a week for this feedback to reach the salon, by which time they would have no recollection of who discarded what. With the new process enabled by the Field Service app, Sustainable Salons now has a fast feedback loop from the field staff to customers which is important for driving a change in behaviour.
As soon as collections are dropped off at depots, the process of repurposing them begins. Salesforce supports this process in a number of ways. For instance, the depots have their own portal on Experience Cloud where they can access and share information with Sustainable Salons. In the future, the depots will be able to scan items like the donated ponytails which will trigger an SMS to donors to let them know they have been received. They will also be able to manage their reporting through the portal. This includes reporting back on the materials collected so Sustainable Salons can see all its inventory in one place.
This transparency is important as the more visibility Sustainable Salons has over the inventory coming in, the more equipped it is to turn this inventory into something of value.
“What we are demonstrating is real closed loop recycling where we can pick materials like branded shampoo bottles out of the mix, and turn them into products like sunglasses within eight weeks,” said Frasca. “This opens up a lot of opportunities, because while companies want to clean up their waste, they also want to start seeing value from it.”
Sustainable Salons is keen to bring others along its journey and has partnered with TAFE NSW and TAFE Queensland to develop sustainability training for those in the hairdressing and dog grooming industries. It plans to use MyTrailhead in the future to gamify some of this training and offer it to conscious consumers as well.
“People are starting to understand there are huge benefits to reusing waste materials, but there needs to be more education and investment in research and development to fully realise the potential,” said Frasca.