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  • 19 October 2021
  • News

Waste Management wins Best in Future of Connectedness

WM_IDC Awards_Vodafone

Last week we were thrilled to be recognised with the Best in Future of Connectedness award at the IDC Future Enterprise Awards 2021.

The award was for our Amazon Connect contact centre solution, which lets the team prioritise calls based on customer information and track interactions from inception to completion across the business.

Waste Management Operations Manager Customer Service Ben Steele says he and the project team are delighted to have their work recognised, given the high calibre of other projects considered for the award. Waste Management was competing against Ford Australia and Quickstep (an Australian aerospace company) in the Best in Future of Connectedness category.

The project was to integrate Waste Management’s contact centre telephony solution with Salesforce (our customer relationship management CRM platform) to:

  • Enable a robust telephony solution that can be used wherever the team has an internet connection
  • Provide a PCI compliant payment solution for customers
  • Recognise our customers and track all interactions in one place – not only to provide better visibility of our customers journey – but to also track our productivity, drive efficiency, and work better with the wider business.

Integrating Vodafone Connect with Salesforce has been very successful, delivering on all requirements. Since launch, the project team has also expanded the rollout to include the Credit and Technical Services customer service teams as users.

A huge thank you to everyone involved in the project, including the team at Vodafone New Zealand and Davanti.