Waste Connections weathered the storm of the pandemic with dynamic Customer Support VA Trina

Learn how yellow.ai enabled Waste Connections save $250k per month

Use case:

Customer Support

Channels:

Website, Facebook, Google Business Messages

Integration:

NA

Waste Connections is among the biggest solid waste collection, transfer, recycling and disposal services, along with recycling and resource recovery across 43 states in the US and six provinces in Canada. The Company serves more than seven million residential, commercial and industrial customers.

Founded
1997
Website
www.wasteconnections.com
Industry
Waste Management
Company size
18, 204+

Challenge

High demand management,and the need to scale fast to meet demands

The frequency of garbage disposal increased considerably due to COVID-19, which in turn led to a heavy influx of call volumes at Waste Connections. Thus, to keep up with the increasing demand, Waste Connections had to create an automated and scalable digital system. Due to the nature of their business, they needed to scale fast to avoid customer churn and government backlash.

Solution

01.

Trina - A customer support VA

Trina, Waste Connections’ Customer Support Virtual Assistant, is a first line service provider to help customers. Trina helped manage the increased influx of calls, and queries at Waste Connections, and led to savings of $250k per month.

02.

Providing superior CX

Trina helps users connect with scheduling systems, pay bills by integrating with billing systems, all from a single interface without having to hop around the website. Trina also provides guided assistance for special requirements and gives location based responses - making resolutions super relevant and useful.

03.

Bi-lingual capabilities

Trina supports English & French languages as a significant portion of Waste Connections' customers are native French speakers. Further, Trina will seamlessly escalate the query to a human agent wherever necessary, leading to appropriate resolutions and happier customers.

Impact

$250K

saved per month

285K

users served

4.5

weeks to build the bot

Looking ahead

“With yellow.ai's voice bot success in the picture, Bajaj Finserv wants to further diversify voice capabilities that'll help reduce operational costs further by 20%. Further, they also plan to achieve revenue targets of $200Mn in the coming year with an increased bot accuracy of 97%.”

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