Overview
Shanks offer tailored waste solutions, working in partnership with customers, local communities and regulators to increase recycling and reduce waste to landfill. They provide collection, recycling and treatment services to the Public sector, commercial & industrial and construction and land remediation customers.
With a commitment to the environment Shanks were the first waste management company in the UK to publish a corporate policy on the environment and pride themselves on their commitment to maintaining high standards and improving them even further.
Testimonial
"With a strong emphasis on customer service and a reputation for innovation in industry it was imperative for Shanks to work alongside a company who share our ideals and who we felt would genuinely add value to the business.
de Poel's tailor made solutions, in particular their revolutionary e-tips® timesheet and invoice processing system, have dramatically improved efficiency and reduced administration across our 40 locations, allowing staff to focus on delivering a high level of customer service and continually exceeding our client's expectations."
Case Study
Client:
Shanks offer tailored waste solutions, working in partnership with customers, local communities and regulators to increase recycling and reduce waste to landfill. They provide collection, recycling and treatment services to the Public sector, commercial & industrial and construction and land remediation customers.
With a commitment to the environment Shanks were the first waste management company in the UK to publish a corporate policy on the environment and pride themselves on their commitment to maintaining high standards and improving them even further.
Client's issue/s:
With a commitment to high customer service levels Shanks have a network of people working around the country ensuring they are operating as efficiently as possible whilst maintaining customer expectations.
Shanks identified nationwide issues associated with varying charges rates and service standards applied by temporary agencies, in addition to concerns regarding overtime compliance, Shanks sought an opportunity to improve the efficiency of their operation across their 40 sites whilst further enhancing customer service levels.
Solution
Reassess temporary agencies agreements including their charge rate structure and simultaneously evaluate their service with a view to improving their service levels. Introduce an accurate invoice system which alleviated time spent of processing invoices to improve efficiency.
Approach
Work in partnership with an experienced vendor neutral managed service provider, such as de Poel, capable of analysing, recommending and implementing appropriate solutions whilst improve the cost efficiency of their operation and ensuring customer service standards are enhanced.
Implementation
Primarily de Poel commenced a methodical data gathering and analysis process obtaining fundamental information which helped de Poel understand their operation and labour requirements. Site visits were conducted in key depots to gain an in depth logistical insight into their operations.
Summary findings outlined variations in agency rates and margins, inconsistent regional pay rates and different job skills with the same rate of pay. There was no clear relationship between quality and margin with limited commitment to suppliers resulting in increased charges on adhoc labour.
A new pricing structure was proposed which included standardised hourly rates and overtime rates which were job specific and adhered to standardised overtime rules. Measurable service agreements were drawn up placing all agencies on a neutral playing field and which fulfilled legal requirements. With client approval de Poel proceeded with a series of agency consultation sessions, outlining the mutual benefits of streamlining agencies and operating within a preferred agency panel.
An examination of Shanks IT operation ensured the proposed e-tips® system could easily be integrated into their system.
Site visits were conducted presenting the new agreed agency panel and service agreements with pay structure, allowing an opportunity for operational feedback. Training sessions for e-tips® were set up which included document management, electronic timesheet and invoice generation.
Results
Operating with a preferred agency panel of 17 and new service agreements Shanks have observed significant improvements in several key areas.
The introduction of a new national price structure with individual rates allocated to specific jobs has allowed detailed labour analysis with significant labour savings.
Shanks are receiving a much higher level of service and witnessing an increased retention of good quality staff which contributes to their striving commitment to high standards and exceed customer expectations. Effective briefings and a clear communication process enabled Shanks to immediately achieved 100% compliance to the de Poel's solution enabling them to enjoy maximum benefit and cost savings from implementation.
With e-tips® in operation invoices have been dramatically reduced with substantial savings in invoice processing. With the invoice administration process significantly being reduced the focus on high customer service levels and exceeding expectations can continue to be a major focus for Shanks.
