Biffa

Biffa is the UK's leading sustainable waste management company, serving hundreds of thousands of businesses from single-site operations to multi-location corporate estates. With ambitions to rebuild its digital business across the full customer lifecycle, Biffa engaged UNRVLD on two connected programmes: an industry-first ecommerce platform to digitise customer acquisition, and myBiffa, a self-service portal to transform how existing customers manage their ongoing waste services.

The two workstreams shared a common ambition: to make a category historically reliant on phone calls, account managers and paper-based processes work as a modern digital business. The three aims underpinning both platforms were to create a genuinely self-serve B2B and B2C buying journey for new customers, to give existing customers full visibility and control over their services online, and to support Biffa's sustainability commitments by giving customers access to their own environmental impact data.

Working with Biffa's teams across both programmes, UNRVLD rebuilt the digital business in two halves designed to work as one. The ecommerce platform digitised the full acquisition journey: from search to contracted waste service in under 15 minutes, mobile-first, with no human intervention required. Complexity arising from contractor type, waste type, service availability, and bespoke pricing, which had long made waste services resistant to digitisation, is resolved within the architecture rather than being passed to the customer. Sitecore's personalisation capabilities shape each purchase journey by account type and sector, and Microsoft Dynamics handles the operational handover once a contract is signed.

myBiffa is a self-serve customer portal built to give existing customers full control over their waste services online. Rather than routing queries through account managers or phone calls, customers can view, track, manage, book and pay through a single portal, whether they are managing a single collection or a multi-site operation. Personalised dashboards and notifications are served by account type and sector, and sustainability data is surfaced back to customers to support their own ESG reporting.

A new customer-friendly vocabulary across both platforms replaced the legislative and technical language that had previously made waste services difficult to navigate online. Built on a shared Azure architecture, with Azure AD B2C, Service Bus and Opayo handling identity, integration and payments, the two platforms are connected: a customer acquired through ecommerce moves into myBiffa as their ongoing home, with data flowing between the two.

The ecommerce platform exceeded its forecasted sales targets in its first trading period, with SME leads growing 79% post-launch.

myBiffa now serves thousands of UK business customers, giving them full visibility and control over their waste services through a single self-service portal, freeing Biffa's teams from the manual administration and account management that previously underpinned every customer interaction. For the first time, customers can also access their own sustainability data through the portal, giving them the environmental reporting they need to meet their own ESG commitments.

What was previously managed through phone calls, account managers and paper-based processes now runs as a connected digital business, with customers moving from acquisition through to ongoing service management entirely online. By replacing the legislative and technical language that had long made waste services difficult to navigate, both platforms made a genuinely complex category feel straightforward to buy and manage online.