Case studies
Case study · Waste management and skip hire
WasteMart
From quote to collection, handled
Live — the system has grown with WasteMart for more than ten years
A single call becomes a priced quote, a secure payment, a scheduled truck and a confirmed collection — without the manual work in between.
Project overview
Project snapshot
Responsibilities and status, stated plainly. Where the record is silent — a date, a measured result — the page says so rather than guessing.
- Industry
- Waste management and skip hire
- Target users
- WasteMart’s sales team, operations planners and drivers; customers quoting, paying and tracking orders
- GEMIS’s role
- Designer, builder and long-term support partner
- Scope
- Quoting with standard terms, online acceptance and payment, operations alerts and scheduling, driver mobile confirmation, order tracking
- Status
- Live — the system has grown with WasteMart for more than ten years
- Key deliverables
- Quotes priced automatically with standard terms and conditions attached; Online acceptance and a secure payment link sent to the customer; Operations alerted the moment payment lands, with the job placed on the schedule; Truck and driver assignment, and a driver app that confirms collection with a scan; Order tracking for managers and customers
The business challenge
From quote to collection, handled
Automatic quotes with terms, secure payment links, scheduling, driver scan confirmation, order tracking.
A business that needs its waste removed should be able to make one call. Behind that call at WasteMart sat a lot of manual work: building the quote, attaching the right terms, chasing payment, and then remembering to tell operations that a job was on.
Sales, finance and operations each held part of the picture, so proof of payment was chased, jobs were scheduled late, and nobody — including the customer — could see where an order stood.
The problem to solve was the chain of hand-offs between the call and the collection.
Discovery and evidence
What the design was based on
Only the evidence that exists is described here. Nothing is labelled research that was not.
The record holds no research report for this project. The design starts from the four manual jobs that sat behind one phone call at WasteMart: building a quote, attaching the right terms, chasing payment, and then remembering to tell operations.
The constraint was that sales, finance and operations each held part of the picture, so the problem to solve was the chain of hand-offs between the call and the collection.
Strategy and system structure
Why this approach fits the problem
- Remove every hand-off that depends on memory
- Let payment drive the schedule
- Give customers the same view as managers
GEMIS designed the system so that each step triggers the next. The sales team picks the service and the quote is priced with standard terms attached automatically; the customer accepts it and receives a secure payment link straight away.
The moment payment comes through, operations is alerted and the job goes onto the schedule. Planners assign the truck and driver, and the driver confirms the collection on the mobile app with a quick scan.
Because the order record is shared, managers see every order from quote to collection in one place and the customer can track it too.
GEMIS built WasteMart a system that turns a single call into a handled job: quotes are priced automatically with standard terms attached, customers accept and pay through a secure link, operations are alerted the moment payment lands, planners assign truck and driver, drivers confirm collection with a scan, and managers and customers can track every order.
Read the transcript
A business needs its waste removed. It should take one call. But behind that call sat a lot of manual work: building a quote, attaching the right terms, chasing payment, then remembering to tell operations. GEMIS built WasteMart a system that handles that for them. The sales team picks the service, and the quote is priced, with standard terms and conditions attached automatically. The customer receives the quote, accepts it, and gets a secure payment link straight away. No chasing, no waiting for proof of payment. The moment payment comes through, operations is alerted and the job goes onto the schedule. Planners assign the truck and driver, and the driver confirms the collection on the mobile app with a quick scan. Managers see every order from quote to collection in one place, and the customer can track it too. Less admin. Faster payment. Every job on time. And a system that has grown with WasteMart for more than ten years.
The workflow as implemented
- Service picked The quote is priced automatically, standard terms attached
- Accepted and paid The customer accepts and pays through a secure link
- Operations alerted The moment payment lands, the job goes onto the schedule
- Planned Planners assign the truck and the driver
- Collected The driver confirms the collection with a scan in the app
- Tracked Managers and the customer see the order from quote to collection
The system, step by step
What the user needs to do, and how the system supports it
Stills from the case study video. The interfaces are illustrated for the video, not screen recordings of the production system; every capability shown is one the system delivers.
-
Illustrated in the case study video Quotes in minutes, terms included
The sales team picks the service and the quote is priced, with WasteMart’s standard terms and conditions attached automatically.
-
Illustrated in the case study video Accept and pay in one go
The customer receives the quote, accepts it, and gets a secure payment link straight away. No chasing, no waiting for proof of payment.
-
Illustrated in the case study video Operations, alerted instantly
The moment payment comes through, operations is alerted and the job goes onto the schedule.
-
Illustrated in the case study video Planned, collected, confirmed
Planners assign the truck and driver, and the driver confirms the collection on the mobile app with a quick scan.
-
Illustrated in the case study video One view, quote to collection
Managers see every order from quote to collection in one place, and the customer can track it too.
Key decisions
Why it was built this way
The decisions the evidence supports: what needed addressing, what GEMIS chose, why, and what was delivered or observed.
-
- Challenge
- Quotes were built by hand and the right terms attached from memory.
- Decision
- Price the quote automatically from the service picked, with standard terms and conditions attached every time.
- Rationale
- A quote that cannot go out without its terms removes a class of errors and most of the time spent building it.
- Evidence or effect
- Delivered, as shown in the case study.
-
- Challenge
- Payment was chased, and proof of payment waited for.
- Decision
- Send a secure payment link with the quote, and let payment itself trigger the next step.
- Rationale
- When payment drives the schedule there is nothing to chase and nothing to remember.
- Evidence or effect
- Delivered; the client confirms six hours a week back, per depot (facts.md).
-
- Challenge
- Operations found out about jobs late.
- Decision
- Alert operations the moment payment lands and put the job on the schedule automatically.
- Rationale
- The hand-off that depended on someone remembering to tell operations is removed entirely.
- Evidence or effect
- Delivered, as shown in the case study.
-
- Challenge
- Nobody, including the customer, could see where an order stood.
- Decision
- One shared order record, confirmed by the driver’s scan, visible to managers and customers.
- Rationale
- The driver’s scan closes the loop at the point of collection, so the view is current without a phone call.
- Evidence or effect
- Delivered, as shown in the case study.
Validation, delivery and iteration
What the record shows
Delivery and continued use are the validation the repository can evidence. What it cannot, it says.
On record
- The client has confirmed the one quantified result: six hours a week back, per depot (facts.md).
- The system has grown with WasteMart for more than ten years (as stated in the case study).
Not documented
- Formal usability testing and user-acceptance records are not in the repository, so none are claimed.
Outcomes and business value
Every order visible from quote to collection, for managers and customers alike
Delivered work, verified results and intended benefits are kept apart. Nothing here is a metric the client has not confirmed.
Delivered
- Automatic quoting, online acceptance and secure payment links
- Payment-driven scheduling with truck and driver assignment
- Driver scan confirmation and shared order tracking
Verified results
- Six hours a week back, per depot (confirmed by the client)
- A system that has grown with WasteMart for more than ten years
Intended benefits
- Less admin between sale and collection
- Faster payment, with no chasing for proof
- Every job on time and visible to the customer
Built on Microsoft Azure · .NET · SQL · mobile
In their words
Quotation to follow from endorsements.md
Related work
Two projects that share the pattern
Construction services — waterproofing and roofing
SBS Waterproofing
The system behind more than a decade of growth
- Platforms
Insurance and home services — plumbing repairs
HomeAssist
Plumbing claims, from report to sign-off
- Field operations
- Integration
Next steps
Still chasing quotes, payments and schedules by hand? Let’s map the chain from call to collection.
Tell us what the business needs to do better. We come back within two working days with a short written view and a time to talk — no obligation.