The Challenge
A national firm with more than 20 years in waste services and job-site logistics runs operations 365 days a year, with same-day or next-day service. Its internal system handled rental operations well, but customers had no way to interact with it online. Every request, change, and report meant a phone call, text, or email.
The company needed a customer portal that could:
- Let customers request, change, and report on rentals themselves.
- Work simply on desktop and mobile for users who aren’t technical.
- Show different information to different people based on their role.
- Produce reports on disposed materials to meet stricter recycling rules.
The Approach
BRIO interviewed stakeholders at both the company and its customers to learn what each needed from the portal. The team then studied the data in the existing system, including how fields and modules were used internally and which processes depended on them. Customer input narrowed a long wish list down to the features that would deliver the most value.
The Solution
One Place for Every Rental: The portal gives customers a single, responsive place to request service and view, manage, and report on their rentals. It also pulls in rentals created by phone, text, or email, so customers see every job, past and present.
Role-Based Access: Permissions segment what each user can see and do.
Reports and Exports: Customizable reports and data exports cover materials and rentals.
Automatic Notifications: A notification engine generates and sends emails as requests move forward.
Technical foundation
- Cloud-based web application built with .NET MVC and SQL Server
- Secure API endpoint with a Windows console application
- Role-based permissions
- Email notification engine
- Hosted on Azure
The Impact
- In its first year, the portal handled hundreds of requests that would otherwise have needed a person.
- Customers can request service and check orders anytime, from anywhere.
- Internal staff spend less time on routine requests while keeping strong customer relationships.
As adoption grew, BRIO continued to plan enhancements with the company, including a two-way integration with the source system, advanced reporting with visualizations, and an approval step for requests from certain employees. See more of what we build in customer portals.
