Waste Trace Case Study
The Challenge
Inerto and Burnside Energy — Waste Trace CRM and Booking Platform. Users: Managers, Sales Staff, Hauliers
Inerto and Burnside Energy were growing quickly, handling more customers, hauliers and disposal partners across multiple sites. Work was tracked in spreadsheets and inboxes, which made it hard to manage sales follow ups, create bookings and reconcile weighbridge tickets. Off the shelf CRMs could not handle waste specific workflows like duty of care records, EWC codes and weighbridge validation.
The companies needed a single platform that joined up sales, bookings, weighbridge evidence and invoicing. It had to support mobile sales teams, match customers to compliant recyclers, and integrate with finance without rekeying.
The Development Process
We spent time working with sales, operations and finance to map the process from first contact to collection, disposal and invoice. A detailed specification covered roles, sales process, call workflows, booking rules, weighbridge evidence, documents and reporting.
Wireframes for the sales desktop, mobile call lists, booking screens and finance checks were reviewed before build.
We developed the CRM and call workflows first, then the booking engine and haulier allocation, followed by weighbridge ticket handling and QuickBooks integration. Data migration moved active customers and opportunities into Waste Trace, with de-duplication rules to clean contacts. Pilot users tested each module before being made live.
Key features
- Centralised CRM for accounts, sites, contacts, opportunities and call history
- Automated call lists on mobile with outcomes, next actions and SLA reminders
- Integrated booking for collections and deliveries, haulier selection and capacity checks
- Weighbridge ticket management with digital upload, validation and linkage to bookings
- Duty of care and EWC capture with Waste Transfer Notes and document packs
- QuickBooks integration for invoices, payments, surcharges and reconciliations
- Reporting and dashboards for pipeline, conversion, service levels and margin
Outcome
Waste Trace replaced multiple manual systems with one reliable platform that sales and operations use every day. Calls are structured, bookings are created in minutes and weighbridge evidence is linked to the correct job. Finance receives clean data for invoices and reconciliations, and managers see live performance.
“The system was developed to meet our exact requirements putting us well ahead of our competitors. The CRM has worked perfectly and made a positive difference to our business. They are a great company to work with and our relationship will continue into the future”
Charlotte Heather, Director, Inerto