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Garage Case Study: Driving Out Missed Collections

  • Issue Resolution
  • Waste Compliance
  • Ongoing Customer Care
A long-standing client of ours, busy automotive garage situated in a large industrial car park, informed us of several missed collections despite their bins being ready and accessible. Their services include general waste management and collection services.

The Challenge

The garage informed us of a recurring problem: they had noticed several instances of missed waste collections. We found that their bins were ready and accessible, therefore there was no obvious reason as to why the collection service was consistently failing to pick up their waste. What compounded the issue was that these missed collections were still being charged on their invoices, leading to frustration and unnecessary costs for the client. This clearly indicated a discrepancy between services rendered and services billed, requiring immediate investigation.
interior of automotive garage

BSG Waste's Solution

Upon receiving the garage’s complaint, our team initiated a rapid response:

  • 1. Immediate Engagement with Collecting Party:

    We contacted the waste collection provider immediately to escalate the issue and gather their perspective. Our goal was to quickly understand the root cause of the missed collections.

  • 2. Collaborative Investigation:

    Through close communication with the collection company's logistics team and the customer, it was quickly determined that the issue was not a failure of the collection schedule itself, but rather a geographical error. The collection vehicles were consistently servicing an incorrect site within the industrial park, despite the client's correct address being on record. This was a classic case of a "pin-pointing" error.

  • 3. Utilising Location Software for Precision:

    To resolve this, we utilised an advanced location-pinpointing software. This allowed us to generate highly precise geographical coordinates and a detailed visual representation of the garage's exact location within the industrial park. This information was far more accurate than a standard street address for navigation purposes.

  • 4. Providing Accurate Data to the Provider:

    We provided this precise location data directly to the waste collection provider. This enabled them to update their internal GPS systems and records with the exact coordinates, ensuring that future collections would be directed to the correct site.

  • 5. Disputing Erroneous Charges:

    Simultaneously, we disputed any charges we deemed as unfair or not aligning with service requirements.

  • 6. Ensuring Client Protection:

    Our advocacy ensured that the client was not charged for any erroneous charges and we secured credits or adjustments for all erroneous charges, safeguarding the client's financial interests.

The Overall Results

The updated location data led to the complete elimination of missed waste collections within days, restoring consistent and reliable service. Erroneous charges were actively disputed, helping the client manage costs effectively. The garage’s operations improved significantly with uninterrupted workflows and cleaner premises. Our proactive intervention strengthened the client’s trust in our service capabilities, showcasing our commitment to resolving issues efficiently through collaboration and technology-driven solutions.

Ready To Speak To The Team?

At BSG Waste, our expert team is here to guide you every step of the way. Whether you’re a small business or a large corporation, we understand that navigating the world of waste management can be daunting.

We offer personalised consultations to assess your unique requirements and recommend the most suitable solutions tailored to your situation. Simply reach out to us, and let our team assist you in determining the ideal waste services for your specific needs.

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