Harrow Council Awards Case Study 2010: Getting results in waste & recycling

How investment in wireless technology on collection trucks transformed  customer communication, resolving 95% of calls on first contact and saving £90,000 a year.

How investment in wireless technology on collection trucks transformed  customer communication, resolving 95% of calls on first contact and saving £90,000 a year.

Learn how customer journey mapping enabled a business case for investment, on the basis of cashable savings, in technology on-board refuse trucks that provides real-time information from the refuse collectors, which is used to communicate in ways that change customer behaviour and to plan the service differently. Overall savings are put at £90,000 a year and having this information available in the contact centre means that 95% of these enquiries are now solved at the first contact, against fewer than 5% in the past, while avoidable contacts have fallen by 100 calls a week.

Key results include:

  • Net savings of £90,000 a year
  • 95% of calls resolved at first contact
  • Cost per enquiry down £2.23 to 92p since 2006/07
  • 95% of customers ‘satisfied’ or ‘very satisfied’
  • Contact by phone down from 80% to 30% in year years as we usage rises

Read the full case study

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