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.
Even though customers could already get support through the website, web chat or via phone, Republic Services wanted to open a new support channel that would increase convenience for customers while reducing wait times and the overall volume of phone traffic directed at their contact centers. Republic Service decided to pursue the creation of a communication channel where customers could quickly connect with customer support using live SMS messages. By integrating text message support with their omni-channel tool in Salesforce, Republic Services was able to increase customer satisfaction and reduce support costs through higher agent utilization and a reduction in voice channel overhead.