Waste Management delivers on promise of safe and sustainable environment

Waste Management

“Customers want to know more about what’s happening to their waste and expect to interact with us online just as they do with their bank or airline. Salesforce helps us respond to the need for transparency and digitise the customer experience.”

Marsha Cadman, National Manager, Customer First

3000

the number of SME's a sales rep can manage and provide personalised service to with Salesforce

Products Used

Waste Management delivers on promise of safe and sustainable environment

Waste Management is focused on the future. It believes everyone has the right to live in a clean, safe environment, free of waste and pollutants. It also knows that waste can be managed in a safe and sustainable way. The New Zealand-based business already operates facilities that turn landfill gas into electricity and invests heavily in sustainable technology. With Salesforce, it’s taking a customer-led approach to innovation and digitising operations.

Marsha Cadman, National Manager, Customer First, Waste Management said that customer expectations were changing as people began to see the global impact of waste. “Customers want to know more about what’s happening to their waste and expect to interact with us online just as they do with their bank or airline. Salesforce helps us respond to the need for transparency and digitise the customer experience,” said Cadman.

Cadman has led the push towards smarter sales and service, using Salesforce to deliver a number of quick wins. It’s transforming business one step at a time.

Blazing a new trail towards digital

Waste Management does much more than simply pick up and take away refuse. It offers consumers and businesses a full range of sustainable waste management services and processes 200,000 tonnes of recyclables each year. Converting waste to energy, it powers 18,000 homes.

Always in search of better ways of working, the business is now streamlining operations with Salesforce. It’s also heading towards a new digital era in service. More than 24 service centres have been reduced to five with reps able to manage cases along with other teams in a more consistent and transparent way. Carbon copy contracts have been replaced by tablets where new customers can sign-on-glass.

Replacing paper with tablets has also given reps access to data that helps them sell smarter and be more productive in the field. They’ve increased revenue year on year and are smashing targets as a result.

It's an increasingly fast and efficient business, and yet its transformation is just getting started.

“I didn’t want to end up with 48 layers of technology as we moved to deliver more digital services. By building on Salesforce, we could avoid that and get the benefits of a single platform.”

Marsha Cadman, National Manager, Customer First

Building for the future

Waste Management has more recently rolled out Pardot to smooth the onboarding journey for SMEs. The new journey includes a series of emails over several months including a survey for feedback. Insights gained help account managers to improve and personalise service as they manage up to 3,000 SME customers each.

The business is also using Community Cloud to engage with its enterprise customers. It’s building portals and apps which customers will soon be able to use for self-service. The ultimate goal is to enable customers to schedule collections or request new bins at the press of a button.

“We’ve extracted significant value from Salesforce already, but once integration with our operating system is complete, we can move faster to digitise the customer experience and unlock new opportunities,” said Cadman.