Island Waste Management Corporation

Island Waste Management Corporation (IWMC) is a provincial Crown Agency that manages, administers and provides solid waste management services across the province of Prince Edward Island in Canada. This corporation also operates and oversees the East Prince Waste Management Facility, the Central Compost Facility and six Waste Watch Drop-Off Centers throughout the province. The Waste Watch Program is a mandatory source-separation waste management system that operates throughout PEI.

Beginning in 2002, it was mandatory for all households and businesses in the province to participate in the Waste Watch program. This participation was legislated by the Provincial Government, resulting in an influx of calls from the general public. Most calls pertain to sorting, collection schedules and participation related issues.

IWMC Case Study

"During peak periods, we can receive up to 1,500 calls per day. We needed a browser-based tool that allowed us to streamline our ability to respond promptly. The solution had to provide access to a knowledge base to help our Customer Service Representatives (CSR) provide accurate information. We had to do all of this with a solution that would be easy to install and maintain, and also be cost-effective.

Our aggressive mandate to lead in being a positive environmental example for our nation has meant a significant change in behavior for our participants. Being able to help them and provide them with answers to their questions is important to the success of our program. When we looked at Customer1, we knew that this Customer Care package was the answer we were looking for."

Claudette Gallant,
Manager of Customer Service