Case Study: Waste Management achieves consistent omnichannel customer experience and operational efficiency with Stibo Systems

Waste Management Leverages a Flexible Platform and Reusable Assets to Drive Customer Experience and Incremental Business Value

Waste Management, North America’s largest environmental services provider with 50,000 employees and 21 million customers across 17 regions, needed a way to consistently manage diverse service offerings and location- and regulation-dependent rules enterprise-wide. The company’s challenge was to implement business-critical reference data that would be identical across applications and deliver measurable business value, not just technical change.

WM implemented Stibo Systems’ cloud-based multidomain MDM to centralize product/service and location master data in a model-based, API-accessible platform. Reusable assets and governed business rules enabled a consistent channel experience (online and phone), new customer self-service and automated processes, faster operational changes, reduced call volumes and operating costs, improved retention and acquisition, and a foundation for route optimization and sustainability initiatives.

Waste Management

Peter Kapur

Head of Data Governance & DQ