{"id":33087,"date":"2022-10-27T14:01:32","date_gmt":"2022-10-27T14:01:32","guid":{"rendered":"https:\/\/wastehero.io\/kunden-har-ikke-altid-ret-dokumenter-manglende-toemninger-og-reducer-tilbagefoersler-med-digitale-loesninger-og-automatisering-af-arbejdsgange\/"},"modified":"2024-09-28T12:41:24","modified_gmt":"2024-09-28T12:41:24","slug":"kunden-har-ikke-altid-ret-dokumenter-manglende-toemninger-og-reducer-tilbagefoersler-med-digitale-loesninger-og-automatisering-af-arbejdsgange","status":"publish","type":"post","link":"https:\/\/wastehero.io\/da\/kunden-har-ikke-altid-ret-dokumenter-manglende-toemninger-og-reducer-tilbagefoersler-med-digitale-loesninger-og-automatisering-af-arbejdsgange\/","title":{"rendered":"Kunden har ikke altid ret: Dokument\u00e9r manglende t\u00f8mninger (og reducer tilbagef\u00f8rsler) med digitale l\u00f8sninger og automatisering af arbejdsgange"},"content":{"rendered":"

Skipped collections can be documented and resolved quickly through digitalized solutions and automation.<\/span><\/h3>\n

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Digitalization.\u00a0<\/span>Automation.<\/span><\/a>\u00a0They sound like buzzwords in the tech world if you\u2019re unfamiliar with the terms. On the surface, they sound great – cutting down manual processes, reducing admin time spent, and doing away with repetitive tasks\u2026 <\/span><\/h3>\n

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But when it comes down to the nitty-gritty details, what can digitalization and automation <\/span>actually <\/span><\/i>achieve? And what are the concrete benefits you can realise as a waste collector?<\/span><\/h3>\n

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Today we\u2019re going to take an example from one of WasteHero\u2019s customers and delve into how they\u2019re using digital solutions and automated workflows to solve one of their biggest problems: documenting and resolving skipped collections\u2026 because it may just be that the customer isn\u2019t <\/span>always<\/span><\/i> right.<\/span><\/p>\n

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The Problem With Skipped Collections<\/b><\/h2>\n

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Skipped collections can occur for a myriad of reasons. Drivers will be en route to collect a residential bin when they find there\u2019s a car blocking their access, the recyclables are sorted incorrectly, the bin is overflowing, or the bin is broken and not able to be lifted into the truck. In these instances, drivers aren\u2019t required to collect the bin and the collection is \u2018skipped\u2019.<\/span><\/p>\n

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Can you guess what happens next? The support team in the back office gets a call from an angry resident complaining that their bin hasn\u2019t been collected. \u201cMy car was in the driveway, it\u2019s sorted correctly, it\u2019s not overflowing!\u201d they say.\u00a0<\/span><\/p>\n

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The back office contacts the driver who has to go back to check the bin. It turns out the resident <\/span>is<\/span><\/i> right\u2026 because they\u2019ve fixed the problem in the meantime! Not only has the driver had to visit the residence once without collecting any waste, but they\u2019ve had to make a second trip. More fuel is used, the driver is working longer than expected – the efficiency of the route is compromised.\u00a0<\/span><\/p>\n

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The driver is rightly frustrated about the situation, \u201cHow can you trust the resident over your own driver?\u201d<\/span><\/p>\n

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How Digital Solutions and Automation Solve this Problem<\/b><\/h2>\n

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Let\u2019s go through the situation again with a couple of improvements. This time, the driver is equipped with a mobile in-cab solution<\/a> and the back office has access to the connected customer service system<\/a>.\u00a0<\/span><\/p>\n

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The driver approaches a bin blocked by a car. They pull out their smartphone and using the mobile version of their in-cab solution, snap a photo of the car blocking access to the bin and create a ticket to document that the bin can\u2019t be collected.\u00a0<\/span><\/p>\n

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The information is sent immediately to the back office team via the customer service system. The automated workflow in the background reassigns the bin for collection on the next appropriate route. A message is automatically sent to the resident assigned to that container, kindly reminding them to keep access clear on collection days. The message also includes the date that their bin will be collected. If the resident calls up to complain their bin hasn\u2019t been collected, the back office has the evidence they need to explain why the bin wasn\u2019t collected and can inform the resident when it\u2019s scheduled for collection.\u00a0<\/span>
\nWith this approach, the documentation of issues is seamless and transparent between teams. It also provides an opportunity to teach residents how to prepare for their waste collection. Back office can view historical documentation to understand if it\u2019s a recurring theme at the address, or just a one-off mistake, helping to know how to tackle the case.<\/span><\/p>\n

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