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Bringing sustainable waste self-service to thousands of businesses across the UK
CX Strategy / Design / Sitecore Build

Biffa is the leading provider of sustainable waste management solutions in the UK, providing services up and down the country to businesses of every type and size. From local chip shops to supermarket chains.

UNRVLD worked closely with Biffa to develop a new self-serve customer portal that offers every one of their customers a simpler way to both manage their services and make better, more informed decisions to reduce the environmental impact of waste.

Customer needs driving business transformation

Biffa is putting customer centricity at the heart of their service and operations and this flagship project is a key driver of the change, transforming how Biffa engages with its customers. 

UNRVLD helped facilitate this change with in-depth research and a strategic vision connecting real customer needs to business performance. This helped our client make the case for change and bring alignment across teams and stakeholders within the business.

Thousands of services, simply managed

Our solution allows customers, whether they are managing a single waste collection or multiple locations, to easily view, manage, book and pay. With a range of self-serve tools that allow them to track a collection, and easily target and resolve issues, before they escalate.

Cutting through complexity

Service delivery data is automatically extracted, to give customers a picture of what is happening by day, week, month or year. Customers can see where wastage is occurring to improve efficiency and get the most out of their service.

We also worked closely with Biffa to establish a new vocabulary for communicating with customers online, helping them to understand legislative requirements and technical complexity by giving clarity and offering reassurance.

Data-driven personalisation

Biffa can now promote services to customers based on the account type and sector in which their customers operate. Ensuring that services, promotions, and messages are presented in a timely and contextual manner is pivotal for the business.

Partnering to create sustainable business

Biffa is a pioneer in the sustainable management and treatment of waste, and has a role to play in the UK’s future circular economy. myBiffa encourages Biffa customers to contribute to this ambition.

The platform supports customers with sustainability data and information on how their waste is treated to help them understand their environmental impact. This knowledge content contributes to helping customers make informed decisions about their waste that are better for their businesses, and for the planet.

With their UX Design & deep Sitecore expertise, UNRVLD were instrumental in building a digital self-service experience for Biffa customers, that provides control, simplicity, speed, and convenience.
Varge Lahiry
Head of Digital Products


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