Case Study: Low Level Waste Repository achieves better customer experience and operational visibility with Workbooks

Llw Repository Ltd Transformed Their Customer Experience for the Better

LLWR (Low Level Waste Repository) is the UK’s primary disposal facility for low-level radioactive waste, serving the Nuclear Decommissioning Authority, power stations, hospitals and other waste producers. The customer team faced fragmented information spread across people’s heads and multiple spreadsheets, limited visibility of consignments and pipeline capacity, and weak reporting and compliance processes that hindered timely responses and planning for specialised waste streams.

LLWR implemented Workbooks CRM for its ease of use, configurability and value, migrating customer records and workflows in March 2020 and rolling out further phases to capture logistics and supplier data. The system created a single source of truth and dashboards for management reporting, improved customer communication and consignment tracking, strengthened approval and compliance processes, and achieved high user adoption — now serving as the platform for most of LLWR’s business operations.

Low Level Waste Repository

Jenny Prince

Business Change Manager