Client Impacts

Improved Margin by 30% by Eliminating Profitability Leakage at Waste Management Leader

Capabilities
Industrials & Infrastructure

Challenge

A waste management leader experienced 25% year-over-year revenue growth, yet net profit was falling 15%.

The company sought to increase profitability in line with revenue growth.

Approach

  • Analyzed financial and customer data to segment customers and reveal points of profit leakage
  • Integrated the voice of the customer through surveys, interviews and data mining
  • Redesigned B2B user experience, with minimal new investment through refactoring existing technology, reporting tools, and data flows
  • Identified opportunity to automate invoice processing to reduce cost while increasing quality and customer satisfaction

Results

I.

Ending unproductive client relationships and customer experience feature improvements to drive 30% margin increase over 3 years as obligations expire

II.

Process automation reduced cost to service by 12% over 3 years as processes were optimized

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