Trays…Communication on Steroids!

Effective interoffice communication is absolutely critical for any company to succeed. Whether it is receiving a work order to replace a container, changing a route, or billing a customer for an extra pick up, when communication is not streamlined requests can fall through the crack.

There are so many traditional methods of communicating in the office:

• Emails-Convenient but can get buried in your Inbox and forgotten
• Phone-Easy but you can’t track accountability or gauge response time
• Post It notes-Need I say, “Needle in a Haystack?”
• Screaming across the office- Inefficient, distracting and annoying

As I have traveled around the country visiting haulers, I have seen most companies use a mixture of some of the above. However, the result is always the same…inefficient, unaccountable, and insufficient communication. Trays were created in Visual RAMS-Pro to give you both efficiency and accountability in your office communication. Here are just a few highlights:

• Each individual and/or department has a Tray to communicate with
• You can send work orders, customer accounts, invoices and more to other individuals/departments
• You can mandate a reply or receive notification when Tray item was complete
• You can track Tray items (like Work Orders) through departments to ensure completion
• Trays cannot be ignored but flag user when they login to VRP
• Trays allows users to “hand-off” work to others when their shift ends without disrupting flow of request

Stop the yelling, cease limitless and superfluous emails, put down the phone, and save the trees…explore further how to use Trays!

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First, CTR brought in a seasoned and gifted leader in Mike Lavengco who had a vision for change.  Mr. Lavengco was a proven entity in the waste industry having successfully worked with many of the largest haulers in the U.S. More than a mere visionary, Mr. Lavengco was also skilled in the art of execution…he knew how to get things done.

Second, CTR’s vision of growth could only be carried out by skilled, motivated employees who were working in the right positions.  Leadership created a culture where high-performers would want to stay “on the bus” while low-performers would want to leave…and some did. The reorganization left CTR with a talented team that was better positioned to recreate this company into a world-class leader.

Third, CTR knew the value of leveraging technology. That would mean change.  With 25 support staff and over 50 trucks, the task of passing that vision on to the staff would not be an easy one.  An initial analysis from leadership determined that the support staff were only using 10% of the current capabilities of Visual RAMS-Pro, their office software. After several meetings and more extensive training, CTR’s support team is much more comfortable with the many efficiencies that have come about from the expanded use of VRP.

Leadership’s attention then went to their biggest assets, their trucks.  Fitting each truck out with military-grade tablets and Visual On-Route (Alpine’s in-cab software) communication was now seamless between the office and the trucks. The process to outfit each truck and train the office staff and drivers only took a few months; however, the changed culture will be sustained for the life of the company.  Management now enjoys transparency into trucks/routes, increased customer satisfaction, and the financial benefits that go with streamlining routes.  The drivers, while hesitant at first to embrace new technology, now see it as a valuable tool to communicate, navigate and make their job easier.

Finally, CTR knew that the demographics of your typical customer in the U.S. are ever-changing. Particularly in the Austin area, the younger, technologically-advanced customers demanded a more contemporary approach to business.   Leveraging the internet would bridge that technology gap that was growing over the years at CTR.  With that vision in mind, CTR hired the Alpine team in Australia to build a bi-directional link between their website and their office software, VRP.  Their new website allows customers to sign up for service, manage their payments, request additional service and more.

While there is still much to do at Central Texas Refuse, they have come a long way over the past three years.  They are seen as the premier full-service waste company in the region and continue to thrive. Having visionary and disciplined leadership, motivated and well-placed employees and a technology that can grow with you are all essential pieces to the success puzzle.  Congratulations Central Texas Refuse.

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Upon hearing those piercing words, I conjure up one of many excuses like…

• Well…Visual RAMS-Pro has been around for 36 years and is rather comprehensive…no one can know ALL it can do.  Or…
• They must have slept through all the demos and training sessions we have done throughout the years.  Or…
• My training and marketing budget is too small and I could not afford to get ALL the info out to everyone.

Yet, notwithstanding all these excuses, embarrassment and shame creep in and leave me stupefied.

So in a spirit of “owning” it I have decided to write a few blogs on The Top 5 Things About Visual RAMS-Pro that you may not know with the hope being I never hear those words again.

Work Orders is the first to make the list of features you may not be familiar with.  Work Orders in Visual RAMS-Pro are a powerful tool.  Not only do they eliminate multiple entries, but they are at the center of an efficient Work Flow system.

1)     Work Orders…one of the best kept secrets of Visual RAMS-Pro.

Business Problem: CSR from XYZ Hauling receives a call from one of their customers wanting a container repaired/exchanged, an extra pick up, or to schedule a drop box for some construction debris.  

Typically, the CSR would generate a hand-written Work Order, pass it on to the dispatch to schedule the order who would then, in turn, hand the slip of paper to the billing department to invoice the customer.  The process is typically a very manual process. Or, the CSR might rely on email to communicate the work order with the hope that everyone responds in a timely fashion.

RAMS solution: While in the customer screen, the CSR clicks on the Work Order button, selects “New” and a Work Order is created (based on a template you create).  All the CSR has to do is select the type of Work Order and input some basic data and the Work Order is generated and sent to each appropriate department in the preconfigured sequence.  Single entry, efficient work flow, minimized opportunity for human error.  Problem solved!

Extra tip: When the CSR creates an On-Call Contract in RAMS, they can automatically create a Work Order that can be dispatched and updated easily in the Service Diagram by nearly dragging-and-dropping the contract into the Work Order section of the Service Diagram.  No need to make repetitious and redundant entry anymore.  

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The drivers perceive there is an invasion of privacy because they never had much transparency to begin with. The routes were “theirs”, the trucks were “theirs”, the hours it took were “theirs”. Frankly, the technology wasn’t even available to accomplish this level of “invasion” until now.  Alpine Technology Corporation is in the business of equipping haulers with office and truck software to help them run their operation more efficiently and profitably.  While Line-of-Business Waste Software for the office has been accepted with open arms over the past 30 years, the in-cab software has not been so widely accepted.  Why is that? Is it not a foregone conclusion that the future of any hauling operation will have to include such in-cab applications?  The lack of acceptance of such technology lies not at the feet of those who chart the future path of the company but at the feet of those who use it.  Once this simple truth is understood, owners and IT individuals alike will be able to take the first step toward a successful implementation strategy. Driver acceptance is absolutely critical to the implementation and integration of in-cab computer systems.  A few thoughts on this matter:

1.  Drivers are less afraid of accountability than they are of losing their freedom.  Most drivers are ethical, loyal and are very hard workers, they drive because the freedom it affords them. Understanding this and emphasizing the financial/operational value to in-cab solutions over the oversight/accountability value to them will help this process greatly.  Such systems actually give them more freedom to do their work with more accuracy and ease.
2. The first generation that has to use the software will always be the most difficult to work with. Once you have your fleet equipped and using the software, it becomes the standard of how things are done.  The next generation of drivers will better see and value the help it brings to their job.
3.  Drivers can read leadership extremely well.  If a leader is not committed to the change, unyielding drivers will sense this and will try everything in their power to sabotage the change effort.  At an implementation meeting, one GM said to his fleet, “This is the way we are going, we have crossed a bridge and will not go back.  Not only have we crossed the bridge, but the bridge has been blown up.  If you want to stay on the other side of the bridge, then you will not be happy here and I would ask that you leave now.” He lost a few drivers to begin with but kept the ones that were willing to walk with them into the future.
4. As time goes on, it gets easier.  Drivers begin to experience first-hand how the software helps them do their job better.  Then, over the period of a few months, they become the greatest evangelists for the change.

In-cab solutions have come a long way and the fact is…they work.  They help the drivers communicate with both the office and customer, they help the customer representatives provide better communication and service to the customers, and they help owners financially by managing costs and increasing revenue. One reason they have not been accepted is because implementation is not exact, complex, can be difficult.  Too many failures have “bloodied the hillside”. Resolute leadership coupled with a committed force of drivers is the only combination for success when it comes to change.

Alpine Technology Corporation has been a leader in the Waste Industry for over 35 years providing powerful software for both the office, Visual RAMS-Pro, and trucks, Visual On-Route.

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We had five individuals that are currently managing some of the top hauling operations in the country field a host of questions evolving around operations, customer service, diversification and technology.  The insights from the roundtable participants did not unveil some mystical formula for success but emphasized the importance of sticking to the basics in your operation.  Their tried-and-true wisdom was consistent with some of the more successful leaders and their writings like Good to Great.  Here are just a few highlights:

1. You start with getting the right people “on the bus”.  Attracting, incentivizing and   keeping great employees is the greatest responsibilities of leaders.
2. Customers are first.  It is far more costly to acquire new customers than it is to create a loyal following of existing customers.  Do what you have to do to demonstrate a reason for your customers to be loyal.
3. Outsourcing is a key strategy in every successful company.  You need to stick to what your core capabilities are and outsource what you can to others that have that as their core capability.
4. Be involved in your community.  Many times your greatest competitive distinctive is your ability to be involved with and in the neighborhoods you serve.  The larger companies do not do this.  Sit on a board, be involved in city-wide events and create good-will and value in your community.
5. Diversity can dilute your business and profits.  Though there are many types of waste streams that haulers need to be concerned about, a diversification strategy into areas that are not your core could lead you down a treacherous and unprofitable path.

If businesses around the U.S. would passionately apply just these five principles, it would be amazing what great things would happen in the marketplace.  Great employees, loyal customers, vibrant communities and profitable businesses…what a great combination. Thank you, roundtable participants, for your wisdom and your willingness to invest in other companies and leaders.

Alpine Technology Corporation has been serving the waste industry for over 35 years with software solutions for both the office and the trucks.  Their office software, Visual RAMS-Pro, provides billing, work orders, container inventory, route management, customer and account management and much, much more. Their industry-leading truck solution, Visual On-Route, allows the driver to be connected real-time to the office.  Visual On-Route keeps the drivers accountable while allowing haulers the ability to generate additional revenue streams and cut expenses through efficiencies.

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The article?  “A Peek Inside Microsoft’s New ‘Design-First’ Development Strategy”(http://gigaom.com/2013/10/13/a-peek-inside-microsofts-new-design-first-development-strategy/#!) Bottom Line?  Microsoft, the monolithic software development engine, has decided to alter their approach to development.  For years they created software based on features they thought would sell..regardless of what the users would actually use.  It would take years to get a new version, but when the release debut arrived, you could expect it to be packed full of neat, mostly unusable, features. Now, in their new development environment, they send a group of developers into a room for an indeterminable amount of time to explore ways to make their software interface more simple and addictive.  Yes, I said addictive.

As a point of disclaimer, I am not a developer.  However, I am a super-user and, as such, have definite opinions as to how software can optimally work.  My question is rather simple: “Why didn’t Microsoft bring in a handful of users to evaluate the interface and functionality?”  Is not Microsoft making the same mistake by allowing their developers to make interface decisions? Addictive functionality does not equate to necessary and optimal functionality (which, if I am not wrong, we all NEED!).

It is refreshing when I finally work with software that seems to be intuitive, works like I think, and opens up opportunities to do things more efficiently.  I believe Microsoft has made a bold stride in their new development strategy but don’t think they’ve gone far enough.  When I came to Alpine Technology Corporation, the ownership and developers were passionate about many things having to do with software.  However, without exception their greatest opinions evolved around proactively making route management software that incorporated the opinions of our end users.  Every conversation, every feature request, every bug fix has to move the software in a direction where users are more comfortable with the software.  Alpine even provides forums where users from the waste industry are given a voice in the development schedule and project prioritization.

Alpine Technology Corporation has been servicing the Waste Industry for over 35 years with powerful and comprehensive solutions for both their office and their trucks.  Their premier applications, AlpineLive, Visual RAMS Pro and Visual On-Route have saved companies hundreds of thousands of dollars.  You can purchase Alpine’s software or allow them to host it in their secure hosting facility in Denver, Colorado.  Call (888) 852-7267 or email info@rams-pro.com with questions.

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Many waste management companies have a host of applications, including their line-of business software, but very little IT infrastructure to support them.  They spend inordinate amounts of money on server repair, network professionals and desktop upgrades in hopes of keeping the ship afloat.  When the system finally goes down, it then becomes obvious that the downtime not only disrupted their operation but eroded the faith their customers have in their business.  This is not the scenario mentioned above where technology saves you money.  The “head in the cloud” mindset now will cost them time, money, resources and their loyal customer base. Can you afford this to happen to your hauling operation?

Business owners need to get their heads out of the clouds and embrace an affordable solution: the cloud.  It is estimated that over a period of 13 years you could save over 66% off your technology budget if you leverage a cloud environment over traditional premise-based server systems. Allow technologists to take care of technology and you attend to your waste operation.  Protect your data from inclement weather, theft, or novice technicians.  Particularly with line-of-business software,  it can be cost prohibitive to purchase the software outright without seeking financing.  However, with typical cloud solutions, you can affordably lease applications with the assurance your data is still yours, but it is safer than you could ever make it!

Get your head out of the cloud and your business in the cloud.

Alpine Technology Corporation has been servicing the Waste Industry for over 35 years with powerful and comprehensive solutions for both their office and their trucks.  Their premier applications, AlpineLive, Visual RAMS Pro and Visual On-Route have saved companies hundreds of thousands of dollars.  You can purchase Alpine’s software or allow them to host it in their secure hosting facility in Denver, Colorado.  Call (888) 852-7267 or email info@rams-pro.com with questions.

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So, to stay consistent with the title, we must look at three aspects of ERP systems.

The Good
Enterprise Resource Planning (ERP), to those new to the software game, is a tool (application) used to integrate the data and processes of an organization into one single system. The many-times elusive “good” is apparent in the definition; its ability to integrate many processes into one single system. This is the most attractive aspect of ERP systems, hence the use of “enterprise”. Management experiences multiple applications on a daily basis that seemingly do not speak to one another and the notion of integration seems not only efficient, but financially sound.

The Bad
However, many times an ERP system may not be the best solution for an organization and could have many disadvantages. First, ERP systems are generally very expensive on account they include software, hardware, training, implementation, license, maintenance, consulting and other expenses that raise the cost of implementing an ERP System. Second, it is difficult to ascertain the success of implementing an ERP system with no tools or techniques available to exactly measure the return on investment. It is alarming to note the amount of time that is invested to implement an ERP system in an organization. In addition, workers have to shun their regular jobs and undertake training, which disturbs the regular functioning of the organization. Finally, the greatest impediment to successfully implementing an ERP project is the resistance of end users. Since the operators are used to using the legacy system they do not accept the new system easily, which could result in failure of the system and project.

The Ugly
Probably the main reason ERP systems fail is that the features and functionality of the system offers very limited customization and are often too rigid and too difficult to adopt the specific workflow and business process of many organizations. Re-engineering of business processes to fit the “industry standard” prescribed by the ERP system may lead to a loss of competitive advantage. Furthermore, the “industry standard” process prescribed by the vendor may not be the best practice followed by the company and could yield limited benefits. Many organizations cast away their “Line of Business” software, that brings them the features and functionality they need to remain competitive, only to waste substantial time, money and resources on pursuing a path, the ERP path, that rarely satisfies what organizations really need.

Based on the above, does this mean that ERP systems do not have a place in corporate America? No, there are specific organizations that such systems might benefit. However, over the years I have experienced multiple ERP implementations, in both small and large organizations, none of which were successful and were a drain on the company. It is important that every organization weigh the benefits and other alternatives carefully before deciding to implement an ERP system. It is never as easy as vendors make it sound.

Alpine Technology Corporation has been serving the waste industry for over 35 years with waste and route management software for both the office and the trucks.  Their office software,Visual RAMS-Pro, provides billing, work orders, container inventory, route management, customer and account management and much, much more. Their industry-leading truck solution, Visual On-Route, is far more than a mere routing software and allows the driver to be connected real-time to the office.  Visual On-Route keeps the drivers accountable while allowing haulers the ability to generate additional revenue streams and cut expenses through efficiencies.

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In this final blog we will tackle a somewhat “touchy” but necessary subject…technology. Real or not, fear can be the cause of a host of emotions and apprehensions.  I recall when my oldest son was 9 years old and we watched the Wizard of Oz.  For some reason I will never understand, the flying Monkeys of the Wicked Witch of the West terrified my son.  His irrational fears lead him to believe these ghastly creatures were living under his bed, in his closet or just outside his window.    He was convinced they were after him!  No matter how much I would explain how preposterous that notion was, his emotions would not allow his rationale to be swayed.

Fear Not

Waste management software, like the flying Monkeys of the Wizard of Oz, can cause fear.  Maybe the fear is not anxiety about pain or impending evil but it is about ones apprehension to technology.  The irrational fear of losing control, the uncomfortable feeling of change, or the inability to grasp all that technology has to offer may have driven your decision to limit the use of technology in your company.  If you are such a person, I have two words for you: Fear Not!  Over 10 years ago I took a position with a software development firm and though I was surrounded by technology, I had a fear of using it.  I recall the words of advice from my senior programmer that changed how I viewed technology: “Don’t fear technology, anything you can do, can usually be undone.”  That simple bit of wisdom freed me up to experiment and begin to see technology for what it is…a tool to make my job easier.

Beyond Flying Monkeys

It is never too late to be an adopter of technology.  However, like any business tool it must be evaluated in light of your business strategy and budget.  While there are hardware (servers, laptops, etc…), software (applications that run on the servers and/or laptops), people (technology support), and facility (server room/closet) issues to consider in your journey to adopt technology, this blog will focus on your line-of-business software.  Once you have moved beyond the fear of technology, here are some things to consider with respect to your line-of-business waste management software:

1. Does it solve a real problem or does it create more problems?
2. Does it help you create efficiencies or increase productivity?
3. Does it allow you to capture revenue streams or cut expenses?
4. Does it allow you to serve your customers better (Must Do #1)?
5. Does it give you the kind of information that will help you make better decisions for your business?
6. Does it give you a competitive edge or allow you to compete with both smaller and larger companies (Must Do #3)?

Do the Math

The software should give you a good ROI (Return on Investment).  ROI can be measured in both tangible and intangible ways.  A tangible ROI for the software might be its ability to capture additional revenue streams like “extras”.  Anintangible ROI for the software might be its ability to retain customers by empowering CSRs to respond quickly with accurate and comprehensive information. Objectively look at your business and see where the gaps are.  Are your CSR’s spending too much time bogged down in the paper trail?  Is inaccurate communication between your drivers and the CSR’s causing customer attrition? Does your lack of technology impact your ability to compete with other haulers in the area?

Your line-of-business software is one of your most important investments.  You cannot afford to go down a road with a software application that cannot accomplish all the considerations above.  Don’t be afraid of change and the introduction of a comprehensive software into your company.  It is better to be late when it comes to technology than never.  It is also never too late to put away those fears and become an informed technology user.

Alpine Technology Corporation has been serving the waste industry for over 35 years with waste and route management software for both the office and the trucks.  Their office software,Visual RAMS-Pro, provides billing, work orders, container inventory, route management, customer and account management and much, much more. Their industry-leading truck solution, Visual On-Route, is far more than a mere routing software and allows the driver to be connected real-time to the office.  Visual On-Route keeps the drivers accountable while allowing haulers the ability to generate additional revenue streams and cut expenses through efficiencies.

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Be Tenacious!

According to the Guiness Book of World Records, the World’s Most Fearless Creature is the Honey Badger.  They have thick, loose skin that makes them impervious to stings, bites, arrows and machetes. They have sharp teeth and incredibly powerful jaws that allow them to catch, kill and eat every part of its prey, including the bones. They are even powerful enough to eat a turtle, including the shell, without difficulty!  To top off all these physical attributes, they are extremely intelligent.  They have been known to use tools to catch their prey and are actually smart enough to follow Honeyguide birds to find beehives where they’ll eat the larvae and honey.

However, these defensive and offensive capabilities are not what impress me most about this animal.  Any onlooker that views their activity is immediately cognizant of how tenacious they are.  No matter what comes after them, they keep going.  It could be a hive of bees, a King Cobra, Puff Adders, leopards or lions. It doesn’t matter; their resolve and aggressiveness are insatiable.

Though I am a firm believer in the theory of abundance (that there is enough business out there to provide win-win scenarios for competing companies), I am also a firm believer in the concept of natural selection (those companies that compete to win and survive will typically stay around).  Business owners need to be more like the Honey Badger: aggressive, flexible, tenacious and smart.  I do not see these as negative attributes, but ones that can be cast in a positive light.  So, what would that look like?

Find a niche

Part of being a successful hauler is to find a way to stick out from the crowd.  Too often when I ask leaders what makes their company different I get the typical responses like “great customer service reps, good pricing, consistency of service.”  However, when that company is tracked against others in the area, they do not stand out in those areas.

The fact is most leaders do not truly know how they are different.  You have to know how you are different, validate it, and make sure everyone else knows it.  If you do not have a distinction, then it behooves you to find a niche that you can own.  That niche may attract a new generation of customers that will help you capture all their business.

Be responsive

Almost every small to mid-sized hauler I have spoken with believes that they would rather compete against the regional/national haulers than the local ones.  Why?  Because the local haulers can be more flexible, responsive and capitalize on local relationships.  If this is the case then why is it that the more I investigate the more I find that the big 5 seem to have an edge, even against seemingly stronger smaller, local haulers?

Like the Honey Badger, be smart.  If you have the opportunity to respond to a local need, do so.  If you can bring value to a community by offering a service, do so. Be responsive.  In the wake of the many catastrophes that have plagued our country I have seen local trash haulers, firemen, and local ministries heralded as heroes. Leverage your ability to respond to the local market and make loyal customers for life.

Be better  

Recently, I was speaking with an owner who was frustrated with the saturation of their market with a host of haulers. He complained that the market was such that the customers would consistently jump from one hauler to another making it difficult to service and track start-ups.  Over the period of a year over 50% of their customers would “jump ship” to one of the other companies.  When I expressed alarm at the unusual attrition rate, he simply responded, “Eventually, some of them will come back”.  Is this acceptable to you and your company?  I would hope not!  If you are disciplined to be better, your customers WILL NOT leave you…period.

Complacency and mediocrity are the enemies of success.  Develop a culture of excellence and customer loyalty and you will not fail.  Your CSR’s and Drivers are two fundamental components to the success of your business.  If you are interested in hearing what people are saying about them, go into the chat rooms online and see about them, you may be surprised. Though many of the complaints are spurious at best, you may begin to see patterns emerge if you read long enough.

Successful haulers are committed to win and compete to win!  They realize there are a host of mediocre businesses out there that are more than willing to take your business if you let them. It is never too late to look at your business differently and take strides toward dominating your market.  Attrition is not an option.

This next and final blog will give you a final characteristic of successful haulers: better a late adopter than not at all.

Alpine Technology Corporation has been serving the waste industry for over 35 years with waste management software for both the office and the trucks.  Their office software,Visual RAMS-Pro, provides billing, work orders, container inventory, route management, customer and account management and much, much more. Their industry-leading truck solution, Visual On-Route, is more than a mere routing software and allows the driver to be connected real-time to the office.  Visual On-Route keeps the drivers accountable while allowing haulers the ability to generate additional revenue streams and cut expenses through efficiencies.

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