Case Study: Republic Services eliminates bill payment issues with Acoustic Experience Analytics

How Republic Services stopped wasted effort and uncovered lost value

Republic Services, one of the largest recycling and non-hazardous solid waste companies in the U.S., was losing revenue because customers were unable to complete online bill payments or set up auto-pay. Despite high traffic on its login and payment pages, the team couldn’t quickly identify the root cause in its existing analytics tools, and customer complaints were anonymous and hard to investigate. Republic Services turned to Acoustic and its Experience Analytics solution to better understand what was happening in the customer journey.

Using Acoustic Experience Analytics, Republic Services matched VoC survey responses to individual session replays and pinpointed the exact error causing payment failures. The team fixed the issue with IT, reducing affected customers from about 200 per day to under 50 immediately and eventually to zero. Acoustic also helped Republic Services halt an estimated $1.8 million in lost revenue, cut call center traffic by 20% in three months, and save about four hours per QA ticket.

Republic Services

Kirk Vidinghoff

Marketing Manager of Digital Analytics