Fast growing waste management company Nordic Recycling has streamlined customer support in one of its key divisions after binning an old service management system.
Its waste services unit has installed House-on-the-Hill’s SupportDesk software tool to improve its Chatham, Kent-based Helpdesk’s efficiency and control.
The division provides waste and recycling services for major public and private sector organisations throughout the UK, helping divert material from landfill and promoting maximum re-use.
House-on-the-Hill’s software is giving us better efficiency, control, reporting, performance monitoring and improved customer relations, said Helpdesk Administrator Emma Hussey.
The tool, which replaces a paper and card-based system, is also being used to record service and health and safety issues, and generate operational reports.
Part of the Forth Ports Group, Nordic Recycling also operates the largest single waste paper processing site in the UK. Its facility at Tilbury, London’s major port, can process 6,000 tonnes a week , with material shipped in containers to the Far East.
When House-on-the-Hill was presented to us its capabilities seemed to satisfy all our desired system requirements, Emma added. Part of the Port of Tilbury’s MIS Department was already using the same software and it came highly recommended.
The solution allows Helpdesk staff and account managers to enter their own calls and monitor calls relating to their own customers.
The software is fantastic, Emma commented. It’s really easy to use, edit and personalise, and helps us respond quickly to customers.
Iain Broadhead, Managing Director of Manchester-based House-on-the-Hill added: Were pleased to help ensure that Nordic Recycling’s staff and customers waste as little time as possible in resolving operational problems.