As a leader in the domestic non-hazardous solid waste industry in North America, Republic Services manages large volumes of customer interactions each day. With an ever-increasing demand for waste management services, the company is making its systems smarter to meet growing business needs and bring more value to its customers.
Republic Services decided to pursue the creation of a knowledge management system where employees could craft, publish and share knowledge, and customers could get intelligent, fast and personalized self-service online. Although plenty of software options were available for creating simple self-help websites, Republic Services needed a knowledge management service that would consolidate various data sources, enable exceptional customer service for its employees and decrease overall support costs. After reviewing the options, they decided to implement Salesforce Knowledge, a feature available through the Service Cloud application they were already using.
By partnering with MST Solutions and launching its new knowledge management system, Republic Services was able to maximize the value of its existing cloud-based technology and empower its employees to create exceptional customer experiences.