Reconomy continues operational excellence through Salesforce partnership

Telford based Reconomy, the UK’s leading provider of outsourced services to drive the circular economy, continues to deliver operational excellence through its ongoing partnership with industry-leading software company, Salesforce.

Working with thousands of UK businesses, from SMEs through to large blue-chip companies, Reconomy provides waste and resource management, recycling services, and environmental compliance, driving the use of Salesforce to enhance the customer experience.

Reconomy’s Marketing Director, Tony Munro, said: “Our customers range from large enterprise to local SMEs. There is no ‘one size fits all’ approach to service. Salesforce allows us to reflect that.”

Prior to leveraging Salesforce, Reconomy had a mix of platforms it had acquired or implemented over the years – these have been and continue to be streamlined down and migrated onto Salesforce. Reconomy currently works with more than 1,000 different services providers, many of them SMEs, and work is well underway to digitise the entire waste management process, linking an enterprise customer with a specific service provider through a seamless, digital workflow.

Reconomy’s CIO, Jody Fullman, said: “We’re using Salesforce to drive operational excellence. It is fast becoming the single platform on which we’re driving the business forward. The Holy Grail is an entirely digital experience where a customer can self-serve, should they choose. Other customers will still want human interaction, which is what our customer service teams are well placed to deliver.”

Reconomy currently opens an average of 4,300 Salesforce cases per week, with 267 Sales and Service Cloud users. Operating in such a fast-moving sector, whilst also frequently acquiring new businesses, Reconomy requires an adaptive platform that enables scale. Now using both Sales Cloud and Service Cloud across its waste and resource management division, the most sizeable component of the group, Salesforce assists Reconomy in meeting its sustainable growth.

Fullman continued: “Sales Cloud gives us a single view of our pipeline, with the entire sales process running on Salesforce. Dashboards allow users to overlay call volumes or revenue performance aligned to our Big Data roadmap strategies. We have visibility of the exact position in the sales lifecycle which has been a ‘game changer’ for us.”

“Service Cloud is similar, though we came from an even more fragmented starting position. Every department had its own way of doing things which had evolved over the years. We pared that back to one standard set of processes that can accommodate different customers”

After a challenging year for the global economy, there is confidence that economic rebuilding will prioritise sustainable practises. Governments are keen to promote a ‘green recovery’ and there is an emphasis on reducing waste and making more efficient use of resources. These are all trends in Reconomy’s favour.

Munro concluded: “COVID-19 has demonstrated the value of digital workflows and integrated data. There is an appetite among businesses to reengineer their processes to be more digital.”

Digital, sustainable, and less wasteful.