Part 2: Waste and Recycling - Customer Relationship Management Solutions

Prior to developing our own SAP CRM solution to meet the needs of the Waste and Recycling industry, I did a comprehensive study of other available software solutions to meet the demand and nature of this industry.  While I naturally think our homegrown solution is a great one, our philosophy at iServiceGlobe is to offer the best solution for a customer’s unique business processes and needs.  As a result, we never take a cookie cutter approach to our CRM solutions recommendations.  While there are naturally some “best practices” common to every industry, we recognize the subtle differences between every company out there.  That being said, since we offer both of the two most prominent Waste and Recycling CRM solutions out there, hopefully you can trust that my assessment is an unbiased one.    

Microsoft has a partner build solution for the Waste & Recycling industry’s back office operations.  The Microsoft Dynamics CRM solution includes tools to assist with such functions as:
·         Resource management and scheduling
·         Customer management and retention
·         Contract management
·         Business development
To date, I’ve found that SAP provides the most comprehensive and integrated back office and customer facing solution for waste and recycling companies.  SAP CRM provides:
·         Complete functionality to support end-to-end business processes
·         Simplified and unified experience for easy end user adoption
·         Available in both on-premise and on-demand
The solution covers the following end-to-end business processes
·         Account and Contact Management providing a 360 degree view on all accounts,

prospects, customers, etc.

·         Lead to W&R contract
·         ERP (Back office) Quote and Order in CRM interaction center (call center)
·         Service processing
·         Interaction center that provides complete view of an account factsheet that provides

business data overview (account, contacts, service address, container, services), object data overview (service address, container, services, contract and account) and list views for different objects

·         Interaction center provides credit and collections management
·         Waste & Recycling specific multi-channel (phone, email, chat) interaction center
·         Industry specific mobile solutions for service and sales
We’ve got some great examples of customer stories within the Waste and Recycling sector that we can share with you should there be any interest in considering how a CRM solution may assist you with your business processes.  Also, be sure to check out our CRM Knowledge Base where you can find some additional information.

Part 1: Waste and Recycling - Huge Opportunities in an Evolving Industry

The environment is a concern for us at iServiceGlobe.  In fact, it is one of the primary reasons we developed a unique CRM solution for the Waste and Recycling Industry… but more on that another time.  I decided to write this blog about waste and recycling because of my passion and interest in get some important information out in the public about some of the facts surrounding current waste and recycling efforts throughout the globe.  In conducting my research to supplement this blog with some hard data, I found that there is a great deal of relevant information out there to share.  As a result, rather than inundate our readers with too much data, I turned this blog is a two part series.    
Currently there is a cultural shift in societies throughout the world with people transitioning from lifestyles of consumption to lifestyles of sustainable consumption through conservation.  Despite this shift however, the world’s ability to manage this change is still limited.  Still, only 25% of the waste generated worldwide is recycled.  In the United States, we generate approximately .75 tons of waste per citizen.  Of the total waste generated in the country, we recycle about 33%.  Only 54% of all paper products are recycled in US.  While we may currently outpace the entire global average, there is literally “tons” of room for improvement.  Improving the percentage of waste that we recycle on an annual basis will be a strong statement in our efforts to be an example to the rest of the world as a leader in the environmental movement.
What we currently recycle
What we currently recycle can be broken down into two separate categories: 1.  Industrial/commercial materials and 2.  Household materials.
Most industrial/commercial recycling includes: construction material and demolition debris; electronic waste such as computers, printers, mobile phones, etc.; paper and newsprint; rubber tires (and other crushed rubber material); textiles; and ship breaking
Most household  recycling includes material such as glass, steel, aluminum, plastic and timber
Recycling facts
There is a direct correlation between increased recycling and energy conservation and decreased pollution.
·         Recycled aluminum used in remanufacturing saves 95% energy and produces 95% less

pollution

·         Recycled paper saves 40% energy and produces 73% less air pollution
·         Recycled plastics saves 70% energy
·         Recycled iron saves 60% energy
Waste & Recycling industry facts
In the United States, the recycling industry currently provides 1.1 million jobs, generates approximately $240 billion in revenue, and spends close to $40 billion in payroll. There are about 56,000 public and private companies of varying sizes within this industry.
In other words, there are some huge opportunities within the Waste & Recycling industry providing a unique opportunity to make money while keeping the earth green.  There are still some challenges to overcome before companies can fully take advantage of these opportunities, however, the upside is huge.
Strengths
·         Global demand for raw materials is driving the growth of the recycling industry
·         Rising commodity prices result in increased profitability in recycling
·         Increasing availability of new technologies for efficient and cost effective recycling
Weaknesses
·         The waste and recycling industry is fractured in and consolidation has just begun
·         Margins in the industry are currently low
·         Price fluctuations for recycled materials are high
Opportunities
·         Consolidation by Merger & Acquisitions
Threats
·         Rising cost of wages and fuel
·         Obsolete systems and software
·         Tougher regulations
As you can see, the Waste and Recycling industry is in an interesting space right now.  There is plenty of room for consolidation, growth and increased operational efficiency.  Coupled with the growing global demand for environmentally friendly business practices, companies in this space have a lot to be excited about.  Tomorrow, in part 2, I will share some of my research about how some industry specific CRM (Customer Relationship Management) systems could give some Waste and Recycling businesses a competitive advantage.