Every resident, property, and case in one place.
Municipal waste teams juggle properties, schemes, and thousands of citizen requests across systems that don’t talk. WasteOS CRM gives your office and field one shared record for every address, so a case opened at the counter is the same case the driver sees in the cab, and every answer is one a councillor could stand behind.
Three inboxes, a phone log, and a citizen who has already called twice.
A citizen request is only as good as the record behind it. Today it lives in shared mailboxes and phone notes that never meet, so the desk answers blind. Customer management makes one record per property, and every channel lands on it.
Every property, contract, and case in one record
Keep addresses, bins, schemes, contracts, and full service history together. Open any property and see every collection, request, and interaction it has ever had, so nobody starts a case blind and no context is lost between shifts.
Every conversation, in context
Phone, email, the citizen self-service portal, and the field app all land on the same record, attached to the container, route, or invoice they relate to. Threads stop getting lost between inboxes and the next person to pick up a case can see everything that came before.
A workspace tuned to every role
Case handlers, managers, drivers, and citizens each get a view built for their job, with permission-aware workflows that expose exactly what they need and nothing they don’t. GDPR boundaries are enforced by the record itself, not by policy alone.
Everything a public waste desk actually needs
The details that decide whether a case closes cleanly or ends up in a council complaint.
Citizen self-service
Residents report missed collections, order bins, and check their schedule from a branded portal, opening a case on the right property without a single phone call.
SLA timers
Every request carries the deadline it was promised. Timers count down in view, and anything at risk of breach surfaces before it becomes a complaint.
GDPR by design
Personal data is scoped to the roles that need it, with retention rules and erasure requests handled on the record instead of in a spreadsheet nobody trusts.
Full audit trail
Who changed what, when, and why is written to the record automatically, so a disputed decision can be explained line by line in a council meeting.
Properties and schemes
Group addresses by district, scheme, or waste stream and act on the whole group at once, from a route change to a service-wide notice.
Connected to the rest of WasteOS
Cases, routes, containers, and invoices share one data model, so a change made at the counter reaches the driver and the finance team without re-keying.
From report to proof, on one record
Every citizen request follows the same governed path, and every step is written down.
Report
A citizen reports an issue through the portal, app, phone, or counter. Whatever the channel, a case opens on the correct property.
Triage
The case is routed to the right team with its SLA timer running, so nothing sits in an inbox unowned.
Resolve
Office and field act on the same record. The resident is notified automatically the moment the case is closed.
Prove
The full history stays on the record, ready to answer a councillor, an auditor, or the next request on the same address.
The same truth, shaped for each seat
Everyone works from one record; each role sees the slice that matters to them.
The desk closes cases, not tabs
Open a citizen’s property and every request, note, and past collection is already there. Log the interaction, act on it, and close it without leaving the record.
- Full history on the property, not scattered across inboxes
- SLA countdown visible on every open case
- One click to notify the resident of the outcome
Residents help themselves
A branded self-service portal lets residents report issues, order containers, and check their next collection, opening a case on the correct property automatically.
- Report a missed collection in a few taps
- See the real schedule for their address
- Get notified the moment their case is resolved
The manager sees the queue and the risk
A live picture of open cases, breach risk, and workload by district, so resource goes where the pressure is before complaints pile up.
- Breach risk flagged before the deadline, not after
- Workload and backlog by team and district
- Every escalation traceable end to end
The crew sees what the office sees
Drivers and field staff work from the same record, logging exceptions against the exact property so the office isn’t guessing what happened on the ground.
- Report an obstruction against the right address
- No paperwork to chase back to the office
- Updates land on the record in real time
What customer management guarantees
No projected handle times on this page. These are properties of how customer management works, and the outcome numbers that matter will be modelled on your own cases in the demo.
The things a public waste desk needs to know
If your question isn’t here, bring it to the demo.
How does WasteOS CRM handle GDPR and citizen data? +
Do residents need an account to use the self-service portal? +
Can we bring our existing customer and property data across? +
Is every change auditable for the council? +
Bring your hardest citizen case.
We’ll show you how it opens, flows, and closes on one record, before you change a thing.
30 minutes · your own cases · no slides · no commitment.
Prefer email? hello@wastehero.io