An industry first self-serve portal for waste management

Delivering a self-serve culture transformation across Biffa’s customer base through digital product innovation

CX Strategy, Design, Sitecore Build

Digitising the customer buying journey


Biffa’s ambition was to launch an industry-leading, digital e-commerce product for both its B2B and B2C customers, enabling them to make effortless, mobile-first service transaction in under 15 minutes.


We reconstructed Biffa’s digital proposition around a more technology-focused approach to their business, delivered with the aim of significantly increasing Biffa’s market share across both the B2C and B2B market. We’ve created a digital solution that is easily marketable to underpin their wider strategy around customer acquisition.

From search to contracted waste

Working as an extension of the BIFFA team, we analysed the user experience, aligning BIFFA’s operations with their customer’s expectations. We then designed a clear conversion pathway from search to contracted waste service.

Personalising purchase

With a wide range of contractor, waste and product type, we harnessed Sitecore’s personalisation capabilities to build a seamless  e-commerce solution with bespoke pricing models and service availability.

“ UNRVLD have become an increasingly important solutions partner to Biffa, helping us to shape and accelerate our digitisation programmes, during a time where online expectations and behaviours have changed significantly in a short window of time. ”

Naomi West

Head of Digital Marketing Biffa


Customer experience strategy
Company website
eCommerce platform
Hosting and managed service


Microsoft Dynamics