A regional, longstanding waste management organization, with 30+ locations, was looking to replace their existing Contact Experience (CX) platform to gain increased functionality and efficiency. Building on an established relationship with the company, the four-month project evolved from initial discussions to successful implementation. Our dedicated National CX/AI Director was a critical part of the conversation, guiding the client to strategically consider numerous Provider options within our portfolio to address their unique challenges. Ultimately, they selected a Provider that not only provided cost savings and a simpler user interface but also came to the table with custom development capabilities to create critical integrations. This allowed the organization to implement a new CX platform that was fully connected to their technology stack, resulting in enhanced efficiency and streamlined operations across their network.

Customer Profile:

  • Regional waste management organization
  • 115 Contact Center Agents handling customer service
  • 30+ existing locations, and expanding through acquisition

Objective:

This project aimed to address three key challenges the waste management organization faced with their existing CX solution:

  1. The outdated cost structure of their platform included excessive usage fees that made a cost-effective option more necessary
  2. Their existing solution could not provide the custom integration capabilities with their unique on-premise legacy systems
  3. The customer needed a more sophisticated and intuitive user interface as their existing one hampered caller agent productivity

Discovery:

This project required input from multiple departments and stakeholders within the organization. Recognizing this need, our dedicated National CX/AI Director stepped in to guide the customer in tapping the right internal stakeholders from the initial stages to streamline the decision-making process. Discovery started with our National CX/AI Director diving into the customer’s pain points and desired business outcomes. After hearing these specific challenges and utilizing the knowledge of our CX/AI expert, 4 Provider options were recommended to this organization for consideration. Each Provider subsequently engaged in a detailed demo with the customer’s team.

Solution:

After considering the presentations from the 4 recommended options, the chosen service Provider ultimately won the deal by delivering a custom demo that addressed the organization’s specific needs. This tailored approach enabled the waste management company to see exactly how the solution could align with their requirements, with the Provider showcasing the exact experience they could offer. This Provider also ensured they could successfully integrate with the existing legacy systems through their custom development capabilities. The resulting solution was more affordable, improved the user experience for call center agents, and provided new/essential communication channels to better connect with customers. With support from our dedicated CX/AI resource, key stakeholders were engaged early in the process, creating a smooth sales cycle without unexpected business requirements arising late in deployment.

Customer Gain:

  • Significant efficiency gains through integration with legacy systems that did not work with old CX solution, and a modern CRM user interface for agents
  • Increased functionality to more effectively communicate with customers by adding channels like SMS, chatbots, call-backs, and more