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How a Regional Waste & Recycling Provider Built a Scalable Revenue Engine on Salesforce

A regional waste and recycling provider was growing fast, but its legacy systems couldn't keep up. As the company expanded across specialized service divisions, sales teams were left working from disconnected spreadsheets with no unified view of customer activity or pipeline. Opportunities surfaced daily in the field, yet without a central platform to capture and act on them, critical account intelligence stalled before it could translate into revenue.

To support the next phase of growth, the company needed to replace fragmented, manual processes with a scalable revenue engine, one that connected every customer touchpoint to an automated, consistent quoting workflow built to close deals faster and more reliably.

Challenge

As the organization grew, the systems supporting customer engagement and revenue generation couldn't keep pace; the cost, time, accuracy, and missed opportunities were adding up. The problems compounding beneath the surface included:

  • No Single Customer View: Customer data was spread across systems and service lines, making it nearly impossible to see the full picture of any account or identify cross-sell opportunities before they passed.
  • Manual Quoting: Reps were building quotes in spreadsheets, leading to pricing inconsistencies, delayed approvals, and avoidable back-and-forth.
  • Non-Scalable Customer Communication: When service disruptions occurred, there was no reliable mechanism to proactively notify customers at scale.
  • Siloed Activity Tracking: Campaigns, opportunities, and customer interactions lived in separate places, making performance measurement difficult and outreach coordination even harder.

Growth was happening, but the systems supporting it weren't keeping up.

Solution

The company partnered with Coastal to design and implement a connected Salesforce platform that brought customer data, automated pricing, and coordinated sales and marketing workflows into a single, unified system.

  • Unified Customer Foundation: Customer and service data were consolidated into one view, giving every team full visibility into account relationships and service history, the starting point for effective cross-sell and smarter outreach.
  • Digitized Quoting: Reps can now generate accurate, consistent quotes in minutes rather than hours using Agentforce Revenue Management (formerly Revenue Cloud Advanced or RCA), eliminating spreadsheets and reducing the approval cycles that were slowing deals down.
  • Connected Revenue Workflows: Sales and marketing activities are captured and managed within Salesforce, so every interaction feeds a structured pipeline rather than disappearing into a silo.
  • Proactive Customer Engagement via Marketing Cloud: Automated communications keep customers informed ahead of service disruptions, turning a reactive process into a proactive experience.
  • Sales Performance Visibility with Spiff: Commission tracking in Agentforce Sales (formerly Sales Cloud) now provides transparency into rep performance while reducing the administrative overhead that was pulling time away from selling.

Results

With a connected platform in place, the organization moved from fragmented activity to a revenue process that scales:

  • Faster Quote Turnaround: Automated pricing reduces the time from inquiry to proposal, with greater consistency and fewer errors.
  • Stronger Account Visibility: A single customer view enables better team coordination and creates a clear foundation for cross-sell.
  • Improved Pipeline Discipline: Opportunities are captured, tracked, and managed within Salesforce, increasing accountability and improving conversion.
  • A Scalable Growth Model: Automated workflows and connected data mean the organization can expand without adding operational complexity at every step.

When customer data, quoting, and sales execution all operate from the same system, growth stops being a coordination problem. For this waste and recycling provider, that meant turning field intelligence into revenue, consistently, at scale.

Clouds & Products

  • Revenue Cloud
  • Marketing Cloud
  • MuleSoft
  • Sales Cloud
  • Salesforce Spiff