Providing waste self-service to thousands of businesses across the UK
myBiffa is a new self-serve customer portal that enables its customers to manage their waste services simply and to make informed decisions around environmental impact.
Using customer insight to drive business transformation and establish a new channel of communication
Biffa wanted to transform how it engages with its customers, putting customer centricity at the heart of its service and operations with a self-serve approach to waste management.
We carried out in-depth research to set a strategic vision to connect real customer needs to business performance. This helped Biffa make the case for change, bringing alignment across key stakeholders and resulting in the creation of a new customer self-serve portal.
Thousands of services, simply managed
myBiffa allows customers to view, track, manage, book and pay with ease, whether they are managing a single waste collection or multiple locations. Biffa can now personalise the services they promote based on customers’ account type and sector, ensuring all communication happens in both a timely and contextual manner.
Cutting through complexity
We have established a customer-friendly online vocabulary for Biffa, giving clarity and reassurance around legislative and technical aspects of the customer process. myBiffa enables customers to see where wastage is occurring and supports them with sustainability data, helping them understand their environmental impact and improve operational efficiency.
Varge Lahiry
Head of Digital Products
