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. 

Let me back up a second. I’m Jed Dawson, VP of Product Engineering at Routeware. As I said, my background is deeply rooted in the waste hauling industry—more specifically, I started my career at my family’s waste company, Paso Robles Waste & Recycling, where I worked as a driver and later transitioned into operations. This hands-on experience, especially with roll-off services, showed me just how challenging and essential operational efficiency is in this industry. I like to call it the most complicated simple business. After all, we just need to collect refuse, bill for it, report on it, ensure compliance, the list goes on.  

And even then, it’s not that simple. Even as a driver, I saw firsthand the technological gaps in the industry. Working in the office, everything was manual, from route changes to customer service interactions. It was a frustrating experience, not just for us, but for our customers too. Today, technology is finally catching up; but it’s important to remember that technology alone doesn’t solve problems. It’s how you integrate it into your operations that determines success. 

Technology Innovation in Billing 

Over the past decade, I’ve been fortunate to work closely with numerous haulers, seeing how technology can transform their businesses. Whether it’s handling routes more efficiently or scaling operations, technology is the enabler. But without modernizing your processes, you’ll miss out on the full benefits. 

This applies to all software, but especially to billing. Billing is the heartbeat of any waste hauling operation. It’s not just about sending invoices; it’s the system that ties everything together—your customer interactions, route management, order dispatching, and your ability to scale as your business grows. Without a robust billing system, you end up wasting time and money on inefficient, manual processes, and ultimately, your customers feel the impact. 

While still working at Paso Waste, I faced a situation where our billing system couldn’t keep up with the trajectory of our organization. We had just made a significant investment in on-board computers for our trucks, which we hoped would streamline our operations and make real-time data more accessible across the business. Unfortunately, our existing billing system didn’t play well with third-party technologies. We faced constant integration issues that resulted in manual workarounds, which not only eroded the efficiencies we expected but also diminished the value of having advanced technology in our trucks. 

This was both a technology issue and, equally important, a cultural issue. The provider we were working with wasn’t invested in partnering with us to solve these integration challenges. Their focus and roadmap simply didn’t align with where we were headed as an organization. After several attempts to work around the problem, we realized it wasn’t just the technology that needed to change—it was our partnership. We needed a billing solution that was more forward-thinking and adaptable to the evolving needs of our operation. We ultimately made the decision to switch to a provider who shared our vision and was committed to helping us unlock the full value of the technology in our trucks. 

Finding the Right Solution 

This experience taught me that choosing a billing system isn’t just about features or cost. It’s about finding a partner who aligns with your business both technologically and culturally. Some haulers may prioritize working with providers who offer cutting-edge solutions and are always pushing the envelope with new innovations. These haulers might be experimenting with AI, automation, or advanced data analytics, and need a partner that’s willing to evolve quickly with them. 

On the other hand, some haulers might value resiliency and stability over innovation. They may need a partner who focuses on consistency, reliability, and a slower, more cautious approach to adopting new technologies. Neither approach is right or wrong; it’s about what’s right for your business. But the key takeaway is this: you need to ensure that the system you choose—and the company behind it—can support your growth and match your vision for the future. 

Keep these questions in mind as you evaluate billing software solutions: 

• How do we, as haulers, provide a great experience for our customers and users? 

• Will our billing system scale as we grow? 

• How will we integrate with in-cab and on-board technologies? 

• Are we ready for the cloud? 

• How can we stay ahead of compliance mandates?