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Challenge

With a strong ethos of safety, sustainability and service, Waste Management was held back by its disconnected systems, which contributed to a disjointed customer experience and an inability to leverage meaningful insight from their customer data.

Solution

Waste Management engaged Davanti to work with them on the creation of a customer-centric platform fit for the future.

The right data is now collected and consolidated consistently and accurately, allowing for strategic sales and service decision making and enabling much greater visibility of and connection with the customer at every step of their journey with Waste Management.

Results

1) A streamlined sales journey across the business – enabling a consistent and accurate selling process framework, accelerating deal closing and introducing a contract management capability. 

2) A unified, mobile-first community for construction customers – digital capability built to service the construction industry’s need for effective waste management on construction sites, available as a Salesforce community and a mobile app. 

3) Customer nurture and actionable customer insights. 

4) Better data enables better decision making and a better customer experience.

“We’re thinking 50 years ahead. As part of this, we’re always investing in technology so we can get even better at managing our collection, recycling, and landfill facilities – so we can all live the way we want to.” Marsha Cadman, General Manager, Customer & Sustainability

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Davanti, linked by Isobar is a business and technology consultancy with deep expertise in customer engagement, cloud architecture, Salesforce.com and mobility.

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