When I worked at a private waste hauler, the billing solution wasn’t just another tool; it was the heartbeat of our entire operation. Every invoice, every customer interaction, and every route adjustment hinged on that system. So, it’s no wonder that waste and site service companies face a daunting task when contemplating a change in their software solutions. The right decision can make all the difference.
Security and scalability are givens, but now that I work for a technology vendor, I see customers asking some crucial questions about their billing and operations software as they consider their options. Many of these questions boil down to simplicity and connectivity. It’s all about making it easier for teams to manage their work efficiently, share information with colleagues and help customers have a great experience. That’s something I keep top of mind as we develop our solutions here at Routeware.
Here are seven key questions every company must ask themselves as part of their evaluation process:
1. What’s our user experience?
One of the key reasons we see haulers begin to evaluate new billing solutions is that their existing system is no longer working well for their staff. Whether it’s too much repetitive manual data entry, difficulty swapping between different systems or a clunky user interface, the main priority should be increasing the efficiency and productivity of their teams. Users demand simple and intuitive systems that match the quality of the software they use in their personal lives.
2. What’s our customer experience?
The ease of doing business with a company is now a key criteria for customers choosing a supplier. In addition to reliable service and competitive pricing, customers want proactive, accurate communications and multiple engagement channels. Buyers should review customer communication and engagement channels, including web tools and apps, alongside operational processes to improve the customer experience and keep their business competitive. Having the right technology to allow residents to schedule pickups, view schedules, receive alerts and learn how to be more sustainable reduces the burden on your customer service department, lowers costs, and increases satisfaction.
3. What collection services are in scope?
Different waste collection segments require different software capabilities. For example, specialist inventory management for roll-off, 28-day billing cycles for liquid waste services, and audit processes for medical waste. With few companies wanting to run multiple software solutions across various service operations, it’s crucial to define which collection services are in scope and to engage with vendors who have segment-specific capabilities in the relevant areas.
4. Do we need billing or enterprise management?
While different people may refer to solutions as either billing, enterprise management, or CRM, the key question here is about the connectivity of your solutions. Some companies may deploy point solutions across areas such as billing, payments, dispatch, route optimization and digital customer engagement, while others will prefer these capabilities integrated into a single, connected solution. At Routeware, we aim to give customers the best of both worlds by offering a single platform that covers a wide range of business processes and operations, while maintaining an open architecture. This allows customers to continue using existing point solutions while benefiting from simpler workflows and connected systems.
5. How will we integrate with in-cab and on-board technologies?
With most haulers already equipped with some form of in-cab or on-board technology—such as driver tablets, video cameras, lift sensors, RFID and telematics—connecting these systems with back-office operations is vital. When buyers choose new vendors, ensure that the necessary information flows seamlessly between systems.
6. Are we ready for the cloud?
Most companies implementing a new IT solution will consider a cloud-based solution. In fact, according to a 2023 survey conducted by Rightscale, cloud adoption among enterprise organizations across all industries is now over 94%, with the cloud expected to host more than 60% of SMBs within the next year. Moving to a Software as a Service (SaaS) model eliminates the need to manage onsite hardware and software. This transition reduces costs, staffing requirements and risk for the organization, while increasing security, flexibility, and reliability.
7. How can we stay ahead of compliance mandates?
Legislation around e-waste, organics recycling programs, sustainability-related jobs and more are gaining momentum. New legislation will impact how haulers operate their business, what materials go in trucks, and the necessity for proper reporting to ensure compliance, which could lead to hefty fines if not implemented properly. Waste technology can help ease these regulatory burdens by streamlining operations, tracking compliance, automating reports and communicating with and educating residents. Companies must consider their compliance processes as part of their evaluation.
The right solution matters
Choosing the right billing software is a crucial decision for any private hauler. By addressing these seven key questions, haulers can select a solution that enhances both user and customer experiences, integrates seamlessly with existing technologies and ensures regulatory compliance. However, it’s not just about software; it’s about people and processes.
At Routeware, we understand the unique challenges of the waste management industry. Our modern offering, Routeware Elements, is a purpose-built solution that aligns with the needs of your business. Beyond providing top-tier software, we also offer expert guidance to help haulers identify and remove legacy processes that may no longer apply in a modern SaaS environment.
Partnering with Routeware means more than just adopting new software. It means gaining a team dedicated to helping you maximize operational gains, simplify processes and unify your team for long-term success. Choose Routeware Elements to position your business for continued growth in the evolving waste management industry.
About Routeware Elements
Routeware Elements connects data and processes across planning, routing, dispatch, collections, disposal, customer service and billing. Its open, integrated technology allows you to select the specific waste software building blocks—or “Elements”—you need to support your operations. This flexibility ensures you have the right tools to streamline operations, improve efficiency and stay ahead of industry demands.
