![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64da3d78e34d05815df8c6bc_BiffaCZ_Logo_Light_Zero.webp)
An industry first self-serve portal for waste management
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e3753369cc69e994652ed0_Biffa_ECOM_Hero.webp)
Delivering a self-serve culture transformation across Biffa’s customer base through digital product innovation
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e3752606bdfa035212d20f_Biffa_ECOM_01.webp)
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.
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e375252abf3d3e2273176e_Biffa_ECOM_02.webp)
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e375251b6fbdcfb78f0212_Biffa_ECOM_03.webp)
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e375241f8cbc88245541fe_Biffa_ECOM_04.webp)
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e37526e0b24e74b65513fe_Biffa_ECOM_05.webp)
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.
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e37525c8c0877e419c613f_Biffa_ECOM_06_Brand_01.webp)
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e375252abf3d3e22731774_Biffa_ECOM_06_Brand_02.webp)
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e37524c27fa26cd291a156_Biffa_ECOM_06_Brand_03.webp)
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e37526e4c7d8a08a0d0a42_Biffa_ECOM_06_Brand_04.webp)
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e3752597cc047a4980e131_Biffa_ECOM_06_Brand_05.webp)
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.
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e37526f766ac62aa563826_Biffa_ECOM_07.webp)
Naomi West
Head of Digital Marketing Biffa
![](https://cdn.prod.website-files.com/647077e7a558edee240cd86d/64e375321a22421bc32956f0_Biffa_ECOM_Logo_Dark_Zero.webp)