Connecting with customers in a helpful, respectful way is easy when you use the right tools<\/strong><\/p>\n How do you communicate with customers<\/strong><\/a> about waste and recycling services? Whether you send out a monthly letter, put ads in the local paper, or send out mass email blasts, your customers are getting messages from you somehow. Whether the message says \u201crecycling is important and we\u2019re here to help you\u201d or \u201cdo what you can, but you\u2019re on your own\u201d is up to you.<\/p>\n Software is not the answer to every customer communications dilemma, but it helps immensely with mass communications. If you want to reduce contamination<\/strong><\/a>, reduce call volume around service disruptions, or simply enhance the customer experience, software is your friend. It doesn\u2019t have to be difficult, and it doesn\u2019t have to be costly. This guide takes you through everything you need to know about purchasing waste and recycling communications software.<\/p>\n Help your customers get it right by modernizing your approach to communications<\/p>\n Why are you looking at communications technology for your program? At ReCollect, we hear lots of different stories, but these are the most common among them:<\/p>\n Countless ReCollect customers have come to us to help them reach customers about changes in service. Some have needed to entirely revamp their recycling program with new rules or added streams. Others are looking to implement new services such as yard waste collection or on-call bulky item programs. Whatever the case, keeping customers engaged and attentive to these changes can be challenging. Our digital services and give your customers the information they need, when they need it.<\/p>\n One of the key impacts of going digital is getting a handle on calls into your customer service line. On normal days, you might be able to answer all of the calls quickly and easily. But on other days, call volumes can rise exponentially because of weather events or other unforeseen circumstances. You may even think some calls could be avoided entirely, such as \u201cWhen is my collection day?\u201d or \u201cCan I recycle styrofoam?\u201d. Contamination is costly, period. If your recyclables are being processed by a third-party MRF, you run the risk of hefty fines or rejected loads for exceeding contamination thresholds. If you are a MRF operator, you are certainly aware of the time and resources required to remove contaminants from the stream, process them, and send them to the landfill. On top of all of this, contaminated bales are nearly impossible to move in the marketplace. No matter how you cut it, contamination takes away from your bottom line and requires a customer communications strategy.<\/p>\n Do you associate the words \u201cwaste and recycling service\u201d with \u201csatisfied customer\u201d? We do. At ReCollect, we measure how engaged customers are with our products because it is integral to our success. Happy customers do a lot for your bottom line: they\u2019re more likely to listen to your guidelines and messaging, less likely to make unnecessary calls, and will trust messages that come from you in the future. Digital communications tools can sharpen program delivery in numerous ways, and set you apart from the competition.<\/p>\n A common question we hear: \u201cCan\u2019t my IT department build this for me?\u201d Read on for some SaaS 101 and why businesses are increasingly choosing cloud-based software vendors over building their own<\/p>\n SaaS is incredibly helpful for four major reasons:<\/p>\n Software as a Service, or SaaS, is technology that is delivered via subscription. You access the product with an internet connection and log into the company\u2019s platform on your computer, smartphone, or tablet. Popular examples of SaaS include Salesforce, Evernote, and even Netflix. In fact, it is possible that you\u2019re already using SaaS if you have a modern CRM system like Trux or Soft-Pak: your CRM provider stores your routes and user data in \u201cthe cloud\u201d and you access this data via a login to their platform.<\/p>\n Very simply, the cloud is: \u201cother people\u2019s computers.\u201d Internet servers are big, hot, and complex, and they do best when managed by specialists. There are a number of reasons why SaaS via the cloud is helpful, including: With SaaS, subscribers can now access technologies that used to be cost-prohibitive. If a private hauler wanted a custom in-house app made 5 years ago, it would take a small army of technically trained staff as well as tens of thousands of dollars in upfront costs to make it happen– and that\u2019s only for version 1.0. The same team would then be tasked with constantly updating new versions for maintenance and bug fixes as issues in the app are found.<\/p>\n With SaaS, there is no updating these \u201cversions\u201d because the work is done for you:<\/p>\n All you need to do is remember your username and password.<\/p>\n The subscription model of SaaS sometime makes people pause. \u201cWait,\u201d they say, \u201cI have to keep paying for this? Why can\u2019t I just pay you once?\u201d<\/p>\n The model of SaaS should explain itself:<\/p>\n This not only ensures quality solutions for the customer, but it makes much more affordable in the long run. The alternative to SaaS is developing tech solutions in- house, which poses heavy financial investment. In-house development means in-house management; if you choose this route, you are responsible for the constant cycle of managing and updating software. And if your final product doesn\u2019t function how you want it to, that means a lot of wasted time and resources.<\/p>\n With SaaS your product is guaranteed, and your system admins and IT staff aren\u2019t bogged down by constant development, upkeep and maintenance, allowing them to put their time to better use in other areas.<\/p>\n Does your app vendor put their own brand ahead of yours? With ReCollect, you can fully own the medium, the message, and the data.<\/p>\n In a nutshell, white labeling is the act of taking technology and branding it as your own.<\/p>\n Your brand is your best friend. It offers credibility, consistency, and control over messaging. It allows you to build trust, share strong messages, and experiment with programs. A strong brand delivers results with compound interest: the more you work with it, the stronger it becomes.<\/p>\n We\u2019re often asked about white labeling and why it matters. When you need an app, you can get it in one of three ways:<\/p>\n For each of these services, there are pros and cons to consider:<\/p>\n Software Considerations: <\/strong>The easiest way to get great software is to get specialists to build it for you. But, don\u2019t just evaluate for the initial build: software and hardware technology changes fast, and you\u2019ll want to keep up with changes. Whether you\u2019re looking at building software in-house or getting it built or provided to you, you\u2019ll want to make sure the developers can maintain the software.<\/p>\n You Want to Own Your Data:<\/strong> To communicate with customers, you often collect information about them. It\u2019s important to make sure that you own this data. This allows you to change vendors at any point without disruption, but most importantly, it means that the vendor cannot share this data with third parties without you directly consenting to and enabling that.<\/p>\n Manage Your Brand:<\/strong> We know that multiple groups of recycling activists, businesses, and technology companies are trying to offer information to the public about \u2018what goes where\u2019. But rules on what is locally recyclable vary. Without a managed communications strategy, messages quickly become watered down, or worse, conflicting. If your goal is to reduce waste stream contamination, white labeling gives you the credibility you need to reliably convey this information. Your brand is your message– this is a powerful tool to build trust with your customers as the only source of information they need.<\/p>\n 1 in 5 North Americans live with some sort of disability. The right technology can help, not hinder, service for them. Make sure your vendor is providing software that is accessible for all of your customers.<\/p>\n According to recent census data, more than one-fifth of the US population reports being affected by a disability. In the same way that a wheelchair entrance allows people with mobility impairments to access a building, adhering to web accessibility standards is vitally important to ensuring that people with many types of disabilities are able to interact with services online. With ReCollect<\/a>, you can provide essential services that make everyday lives just a little bit easier.<\/p>\n The Web Content Accessibility Guidelines (WCAG) 2.0 have become the internationally accepted standard for providing content on the internet in a way that is accessible to people with disabilities. This includes making sure that images have proper descriptions that allow them to be understood by visually impaired citizens, or making sure that people with neurological disabilities that affect their dexterity can easily navigate websites using a keyboard when a mouse is too difficult to use.<\/p>\n These reasons and more mean that there has never been a better time for us to care about accessibility in our online society.<\/p>\n Is your website visited by customers with disabilities? The answer is definitely yes. This should be enough of a reason to offer accessible tools. But if you need a bit of a nudge, there are consequences for not doing so, too. If you are supplying a web app or mobile app to a city or town via government contract, you may be required by law to provide accessible software.<\/p>\n More and more jurisdictions are passing laws that dictate minimum accessibility standards. If you do end up in this scenario, you could be at risk of getting sued by your local accessibility advocacy group.<\/p>\n In the end, accessibility is not just about meeting some guidelines. It\u2019s about making sure that everyone you provide services to feel supported. With the right tools, you can help someone accomplish something they\u2019ve never been able to do before.<\/p>\n The best way to ensure that your web technology meets accessibility standards is to have your website audited by an accessibility auditor.<\/p>\n But if you\u2019re not prepared for an audit right now, then make sure to select vendors who have already gone through an audit process. And remember to request some level of documentation of that audit process. And remember to request some level of documentation of that audit, or get your IT team to run an assessment. Make sure the vendor has done the work to be accessibility compliant; don\u2019t just take their word for it.<\/p>\nKey Takeaways<\/strong><\/h4>\n
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![\"Waste](\"https:\/\/routeware.com\/wp-content\/uploads\/2025\/04\/1.1-1024x349.jpg\")
<\/figure>\n<\/div>\nChapter 1: Why Buy Waste & Recycling Communications Software?<\/h3>\n
Key takeaways<\/strong><\/h4>\n
\n
You Are Planning a Change in Collection Services<\/h4>\n
You Want to Reduce Call Volume<\/h4>\n
\nWhatever the case, customer service calls are expensive. In North America, the average call to a customer service line costs $3.14 in time and resources. Some less efficient call centers have even reported inquiries costing over $5.00 per call. Very often this important metric isn\u2019t even measured in private hauling operations<\/a>.<\/p>\nYou Want to Reduce Contamination Rates<\/h4>\n
Your Organization Is Looking to Enhance the Customer Experience<\/h4>\n
![\"Waste](\"https:\/\/routeware.com\/wp-content\/uploads\/2025\/04\/1.2-1024x393.jpg\")
<\/figure>\n<\/div>\nChapter 2: Making Sure Your Technology Choices Stay Relevant<\/h3>\n
Key Takeaways<\/strong><\/h4>\n
\n
What is SaaS?<\/h4>\n
What Is \u201cThe Cloud\u201d?<\/h4>\n
\nBack-up servers. This keeps your data from being lost in the event that a server goes down.
\nSecurity. When servers are managed by the provider, they have highly trained staff on hand whose sole job is to address and fix failures very quickly.<\/p>\nWhy is SaaS so popular?<\/h4>\n
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The Cost of SaaS<\/h4>\n
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![\"Waste](\"https:\/\/routeware.com\/wp-content\/uploads\/2025\/04\/1.3-1024x401.jpg\")
<\/figure>\n<\/div>\nChapter 3: Maintaining Your Brand: The Importance of White Labeling<\/h3>\n
Key takeaways<\/strong><\/h4>\n
\n
Do You Need a White Labeled App?<\/h4>\n
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![\"Waste](\"https:\/\/routeware.com\/wp-content\/uploads\/2025\/04\/1.4-1024x359.jpg\")
<\/figure>\n<\/div>\nChapter 4: Web Accessibility is the Law, and the Right Thing to Do<\/h3>\n
Key takeaways:<\/strong><\/h4>\n
\n
Impact of Accessible Service<\/h4>\n
It May Be A Legal Requirement<\/h4>\n
Change People\u2019s Lives for the Better<\/h4>\n
How to Ensure You Are Providing Accessibility Compliant Online Services<\/h4>\n
![\"Waste](\"https:\/\/routeware.com\/wp-content\/uploads\/2025\/04\/1.5-1024x384.jpg\")
<\/figure>\n<\/div>\n![\"Waste](\"https:\/\/routeware.com\/wp-content\/uploads\/2025\/04\/1.6-1024x367.jpg\")
<\/figure>\n<\/div>\n![\"Waste](\"https:\/\/routeware.com\/wp-content\/uploads\/2025\/04\/1.1.1.jpg\")
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