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Measuring Customer Success

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  • Measuring Customer
    Success

Measuring Customer Success

Delivering cost savings to customers through our WMSS operations is a primary objective and the key metric by which we measure success. One of our ISO goals is to provide ten percent of annual revenues back to customers as cost savings for contracts of less than five years and six percent for contracts of more than five years.

In 2017, of 97 customer facilities under WMSS service engagements, we delivered savings of at least eight percent of revenues, and 23 percent of those facilities delivered savings of greater than ten percent of revenues. That translated into $14.8 million in cost savings on $181.7 million in revenue. 2017 marked the 14th consecutive year that WMSS has delivered more than $10 million per year in savings. Since 2003, the team has delivered more than $200 million in cost savings to customers.

2017 Customer Cost Savings by Industry Sector

''
Industry Sector 2017 Revenues 2017 Cost
Savings
Savings as
% of Revenue
% of 2017 WMSS
Cost Savings
Automotive $ 22,781,383 $ 4,013,576 17.6% 27.3%
Chemical $ 23,793,391 $ 1,312,923 5.5% 8.9%
Metals/Manufacturing $ 18,635,614 $ 2,869,124 15.4% 19.5%
Petrochemical $ 65,880,445 $ 3,933,757 6.0% 26.8%
Remote $ 19,584,530 $ 410,403 2.1% 2.8%
Other $ 38,691,805 $ 2,161,808 5.6% 14.7%
Totals $ 189,367,168 $ 14,701,591 7.8%100.0%

Customer Satisfaction Results

Customer satisfaction is another way we measure our performance. Every year we ask our customers how satisfied they are with our results and request their response through our Customer Engagement Index, then we measure the results against WMSS’s ISO goals. In 2017, 57 percent of WMSS customers participated in the survey. Of those, 98 percent completely agreed that WMSS met their needs and provided valuable service.

Cost Savings by Solutions Type

chart
  • Strategic Sourcing: 22%
  • Process Improvement: 47%
  • Optimized Logistics: 9%
  • Recycling/Reuse: 22%

INFOGRAPHIC

Measuring Customer Success

Measuring Customer Success
Our customized, integrated approach is designed to ultimately take our customers’ sustainability initiatives to the next level — regardless of where they might be on their sustainability journey. We look at customer success through three different lenses: diversion, safety, and efficiencies and cost savings. Here are some recent examples of customer success.
Auto
Manufacturer
Recycled Nearly
90,000 Tonsof materials in 2017
Petrochemical
Facilities
CUSTOMERS Achieved Nearly
$4 Millionin cost savings
Retail Food
Customer
Diverted
2,240 Tonsof food scraps,
increasing diversion
from 10 percent to
80 percent in 7 months
Commercial
Property
Achieved
77%
Diversion
up from 20 percent,
in less than a year,
resulting in a 30 percent
increase in cost savings
Metals
Manfacturer
Through a comprehensive
resource recovery plan,
customer recovered
20-25 TonsOf ByProduct
Per Weekreaching its landfill reduction
goal and generating $500,000
annually in discovered value
Construction and Mining Manufacturer
Saved$145,000In One Year of
WMSS Program
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