Granger Waste Services provides businesses and families throughout Michigan with fast, reliable trash and recycling services. With a growing customer base, Granger employees were spending more and more time fielding questions and scheduling service over the phone. They were looking for a way to streamline service requests, so they could continue to grow their business without adding hours of customer service time.
Granger’s customer service team was becoming overwhelmed with service and support requests by phone. Customers weren’t able to request or change their trash or recycling service without a phone call, which sometimes meant waiting in long phone queues. Granger needed a way to reduce phone call volume for their staff and make service requests easier for their customers. They were looking for an easy-to-use online platform built into their website to address questions and requests.
Granger Waste Services
Website design, development & digital marketing
The Web Ascender team addressed the high volume of service requests in multiple ways. By setting up an accessible, organized, prominent knowledge base of common questions on their website, many customers could answer their own question online without submitting a service request at all. We also added a website chat feature, allowing customer service representatives to address multiple queries at once and removing long waiting times on the phone. Finally, the team designed and built a custom Ruby-on-Rails-based online client portal to integrate with Granger’s website, allowing customers to view their invoices and services, make payments, and make changes online.
Granger’s customer service team is no longer overwhelmed by calls. With hundreds of hours saved each week, their team can take on more pressing tasks. Customers are also adding and making changes to their own accounts, making it easier than ever to grow their customer base. This not only saves hundreds of hours of customer service time, but also empowers customers with extra convenience. These improvements, and the ability for customers to work exclusively online, if they choose, also updated Granger’s online functionality substantially, giving them a modern, service-based website and plenty of room to grow in the future.