Client Case Study :: Waste Management

The Client:
North America's leading waste services provider

The Project:
Replacement of Waste Management's legacy billing and CIS systems with PeopleSoft CIS v. 8.0 and PeopleSoft CRM integrated systems. The project was the largest PeopleSoft CIS implementation in the world to-date, and a mission-critical one for Waste Management. Every one of the company's 55,000 employees across the United States and Canada were affected by the new system in some fashion. In addition, with 55 million to 65 million invoices per year mailed to Waste Management's 27 million customers, the new application became the lifeblood of the company.

Blue Heron's Role:
In March 2000, Waste Management embarked on an upgrade of its billing, accounts receivables, and credit and collections systems and processes, including customer care and operations support. It involved the conversion of the two different billing systems used by U.S. and Canadian Waste Management offices.

In January 2002 Blue Heron Consulting was brought in to help Waste Management meet its aggressive project schedule and scope. Blue Heron quickly identified and staffed two to three resources who had an immediate positive impact on the project. Waste Management immediately requested more of Blue Heron's staff, increasing from ten to twelve the number of Blue Heron consultants working on the installation, customization, and implementation of CIS and CRM products. About 150 people contributed to the project, including Blue Heron staff, Waste Management staff, contractors, and consultants.

Benefits for Waste Management
According to Ty Harter, Waste Management's former senior project director, "Blue Heron worked well alongside the vendors, SPL and PeopleSoft, and provided an invaluable 'second set of eyes' that often revealed alternative solutions-many of which saved us time, money, and frustration." That, he says, allowed Waste Management to use its $134 million project budget cost-effectively.

Blue Heron's staff have contributed to the project in three key ways, says Harter: In expertise, affordability, and independence. "Over time, I knew I was getting a good, unbiased answer from their people," says Harter. "They were there to work for Waste Management; that's whose concerns they cared about. Blue Heron evolved into a true partner rather than just another vendor."