Revamping Waste Management Operations with Hauler Hero
"Hauler Hero has been a game-changer for us. The routing feature alone has streamlined our operations immensely, and their customer service is unparalleled. They make me feel like a professional, even though I'm new to this industry. Their support during our contract with an entire town was invaluable. Hauler Hero is more than software; they're a partner in our success."
Wendy Wallace, Co-Owner - Wallace Refuse & Disposal
About Wallace Refuse
Wallace Refuse and Disposal is a small, family-run business based in a tight-knit community. Wendy Wallace, co-owner with her husband Brent, manages the administrative side including billing and customer service; Brent oversees operations.
Company Services
Residential trash picking services
Challenges
Inefficient routing and scheduling. Limited customer service capabilities. Inadequate billing and tracking system
Solutions Provided
Route Management, Billing & Invoicing, Enhanced Customer Service
Results
Improved operational efficiency. Enhanced customer satisfaction. Reduced administrative workload
Overview
Wallace Refuse and Disposal faced the daunting task of managing their growing customer base with a rudimentary system that only handled basic accounting. The inability to streamline routing and provide real-time updates led to customer dissatisfaction and operational inefficiencies.
Details of the Challenge
- Managing trash collection routes without real-time tracking meant Wendy couldn’t confidently inform customers about their pickup status.
- Billing was also cumbersome, with no easy way to track or verify invoices, causing delays and frustration for both Wendy and her customers.
Impact on Business
- The driver’s route plan was chaotic, often leading to missed pickups and customer complaints.
- Customers frequently complained about missed pickups or delayed services, harming the company’s reputation.
- Wendy spent excessive time managing billing and routing manually, leaving little room for customer service improvement or business growth.
Hauler Hero to the rescue
Hauler Hero presented itself as a comprehensive software solution tailored for waste management businesses. It offered advanced routing, real-time tracking, and seamless billing integration.
Decision Process
After several demos with different software providers, Wendy was impressed by Hauler Hero’s user-friendly interface and exceptional customer support. The decision was solidified by a personal connection with the Hauler Hero representative, who understood the unique challenges she was facing.
The Implementation Process
Implementing Hauler Hero was a smooth process, supported by a dedicated implementation specialist.
Despite initial concerns, Wendy found the transition straightforward, with Hauler Hero’s team providing continuous support.
Immediate Wins
Streamlined route management which immediately improved efficiency, with real-time tracking ensuring no pickups were missed.
With Hauler Hero's enhanced customer cervice portal Wendy could now provide instant updates and resolve customer issues on the spot, boosting customer satisfaction.
Finally with automated billing and real-time invoice tracking reduced administrative workload significantly.
Results and Benefits
With Hauler Hero fully integrated, Wallace Refuse and Disposal experienced significant improvements:
- Operational Efficiency: The driver’s route is optimized, reducing fuel costs and improving service reliability.
- Customer Satisfaction: Real-time information and prompt issue resolution led to higher customer retention and referrals.
- Administrative Relief: Wendy saved hours weekly on billing and administrative tasks, allowing her to focus on business growth and customer engagement.
“Our driver uses the tablet app and he can process all kinds of information that goes right to me. I feel very empowered when I'm talking to the customer. I don't have to chase after the driver”
Wendy Wallace
Office Manager, Wallace Refuse & Disposal
Why Hauler Hero?
Our software streamlines dispatching, delivery, communication, and back-office processes, giving you the control, visibility, and efficiency to keep haulers running on time and on budget.
With Hauler Hero, you can also expect significant benefits:
19%
Faster Cash
Collection
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15%
Lower
Customer Churn
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14%
Fewer
Customer Calls
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14 hr/s
Saved Per
Office Employee
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What are customers saying?
“Instead of having three or four operating systems that not everybody was trained on.
Now they have one system.”
Greenleaf Recycling Matthew Simpson
“Haulers finally have access to a product that is intuitive and won’t require paging through voluminous user manuals to learn”
Sunrise Sanitation Services Nathan Walter
“Everything is all in one location...The way I was doing it before was so time consuming. This is like, whoa, I have more time. So now I can do what?”
Trinity Disposal Nicole Tracey
“Our workflow was a jigsaw of different applications for invoicing, scheduling, and routing. Now everything is streamlined in one solution.”
J. P. Waste Management Jenna Parent