Waste Logics onboards clients 125% faster with Drag

Based in England, Waste Logics is an online waste management software solution that makes it easier to meet the day-to-day operational needs of waste management businesses. It is trusted by skip hire and trade waste companies, waste transfer stations, material recycling facilities, and scrap metal processors.

The Customer Success and Onboarding Team at Waste Logics is composed of 10 individuals who are from various waste management backgrounds. The team all work remotely, so transparency is key. It’s critical for the team to deliver quick and outstanding results to its clients, whether that be through daily support queries or for onboarding. Changing software is known to be a very stressful time, so it is important for the transition to be as smooth as possible.

Before Drag, the Customer Success team was managing their communication with clients via individual email accounts. This setup had several challenges. It wasn’t easy to collaborate when the team required help from a fellow colleague without forwarding entire email trails. Transparency and real-time updates were lacking. When a member of the team was on annual leave or off sick, it wasn’t simple to ensure the client still received the same levels of service.

This was resulting in delays for email replies and a lack of real-time updates on data for the management team. Chief Operating Officer Holly Jenkins then started to look for solutions to provide transparency and collaboration across the onboarding process. With a remote working team, this was vital.

“Drag has empowered our team to collaborate on projects across the Onboarding process, resulting in increased Sign Up to Go Live times and very happy clients.”

Holly Jenkins

Chief Operating Officer @ Waste Logics

Holly had considered applications like Trello and Zendesk previously. However, they didn’t offer enough collaboration, transparency, and ease of use. The team realized they needed a solution that wasn’t a completely new application, one that integrated with a product they already knew and loved.

Holly came across Drag while researching Gmail integrations and decided to give it a try. Today, the Waste Logics team manages their personal to-do lists, team projects, accounts, and onboarding directly from Gmail with Drag.

They have primarily set up two shared inboxes, used on two boards, for the relevant team members. These boards use tags, automations, and templates so the team can work in a consistent way across different workflows. For example, the team can easily see if an email is for them to personally action due to the clever and simple automations that add the relevant assignee and tag. This means team members don’t need to unnecessarily read every single email that is received.

“Drag has made us more efficient by allowing us to monitor all emails and pick up emails for colleagues who are out of office, thus helping to improve our overall service and response time.”

SN

Sabrina Naseem

Customer Success Team @ Waste Logics

The team has been able to use their shared inbox, in the form of a Drag board, to smoothly move clients through the onboarding process with to-do and in-progress columns. They are now able to collaborate on emails and assist each other with client requests. They also have the ability to create and use personal Drag boards to allow all team members a place to record their to-do list and keep on top of tasks.

Since implementing Drag, the Customer Success team at Waste Logics has achieved quicker response times, faster onboarding-to-go-live timeframes, and increased transparency for the management team.

“What we like the most about Drag is the ability to see at a glance where a client is during their Onboarding process, through the use of columns, tasks, and tags. It has been crucial for us because Waste Logics is a growing business and this transparency allows us to work faster and smarter.”

Holly Jenkins

COO @ Waste Logics

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