Handling more than 12 million customer calls each year across 100+ service locations is no small task. Republic Services needed a better way to manage complex customer interactions, reduce dropped calls, improve agent collaboration, and give teams real-time visibility into contact center activity. Without the right tools, agents struggled to access customer information quickly, transfers were inefficient, and customers often faced longer wait times.

By implementing b+s Connects for Salesforce, Republic Services equipped agents with real-time data, integrated customer information, and streamlined communication tools, all within a single desktop experience. The result was faster service, fewer dropped calls, improved transfers, and a more efficient customer experience at scale.