The results speak for themselves
Salesforce Products Used
TOMRA Collection Australia (TCA), a technology provider for Container Deposit Schemes across multiple states in Australia, needed to unify fragmented systems and data to streamline service and continue to increase uptime and customer satisfaction.
Partnering with Arcturious to implement a unified Salesforce solution, TCA is now servicing 25% more machines with a 99% first-time fix rate—without any changes in the size of their dedicated Service Centre team.
TCA’s automated reverse vending machines make recycling bottles and cans simple and rewarding, helping millions of Australians keep containers out of landfills, oceans, and streets. But as TCA’s network grew, so did the complexity behind keeping every machine running at peak performance.
TCA knew it had to transform how its people and systems worked together. The company set several clear goals:
To achieve this, TCA selected Salesforce as its foundation and partnered with Arcturious to design and implement a solution that would unify operations, empower teams, and unlock new levels of efficiency.
“Arcturious demonstrated the best understanding of what we wanted to achieve, and had the knowledge and capabilities to guide us through this journey and help us unlock the most value out of our investment.”
– Phil Parbury, Core Services Manager, TOMRA Collection Australia
Arcturious has replaced 10 previously disparate systems with a comprehensive and integrated Salesforce solution, incorporating CRM, work management, and call centre capabilities. More importantly, it has created a single source of truth which provides management, customer service staff, and field technicians with a 360-degree view of sites and assets. This includes visibility of planned and corrective maintenance; site compliance; and the key partners of each site, such as redemption partners, donation partners, and site landlords.
Arcturious has also enabled real-time data flow between field operations and back office teams. So, when customers report an issue with a machine, call centre staff, technicians, and cleaners can effectively collaborate to respond and resolve the problem quickly.
Service Cloud and Genesys CTi for enhanced customer support and case management
Field Service for streamlined field operations and work order management, including optimised route planning for field technicians.
Customised Field Service mobile app for on-the-go access to critical information and faster job reporting
MuleSoft Composer for Salesforce-to-Salesforce integration between TCA and TOMRA Cleanaway for seamless collaboration on cases
Flow Builder for complex dispatching logic supporting efficient task allocation
Custom Development: Arcturious built a tailored recycling sites management module
Agentforce: Case Summaries and pre-work briefs
Arcturious’s collaborative approach to solutioning and deployment focused on understanding user needs and building a solution that optimised the value of TCA’s investment. Arcturious ran 65 hours of workshops over two weeks, taking the time to meet with various teams to understand their challenges and scope out specific use cases.
For example, meeting with the field service team, Arcturious scoped out customisations to the Field Service mobile app to enable technicians to access information and carry out tasks with minimal clicks. It also ultimately delivered a streamlined process for the team to complete work orders, from navigating schedules to carrying out tasks and reporting.
In many cases, Arcturious provided multiple options for delivering use cases and outlined the pros and cons of each. This enabled TCA and the network operator, TOMRA Cleanaway to make informed decisions and prioritise solutions based on factors such as cost and speed.
“There are often more than one way to achieve the same goal, and in at least one case, Arcturious was able to help us identify a way we could save costs by choosing custom development over purchasing a new solution,”
– Phil Parbury, Core Services Manager, TOMRA Collection Australia
TCA’s partnership with Arcturious and deployment of Salesforce has completely streamlined the company’s field service operations, enabling more scalable and efficient growth. Customer service and field service teams now have a single source of truth, helping them resolve cases more quickly and improve machine uptime.
The project has also addressed operational bottlenecks. For example, work orders can now be completed quickly using just one system, compared to the six used in the past. Salesforce also automates scheduling, helping to optimise resource utilisation and ensure machines are attended to as soon as possible. The scheduling engine has also been configured to support workplace health and safety. For instance, it ensures technicians do not exceed maximum driving time and aims to provide adequate time for them to return to the office before the end of the shift.
These efficiencies add up to substantial time savings and the success of the project has also been externally recognised by Salesforce, leading Arcturious to be presented with a Salesforce Partner Innovation Award.
“What we have been able to deliver with Arcturious and Salesforce has transformed how we operate and set us up for future growth. Our team is more productive and empowered, and we’ve expanded our network by 25% with minimal impact on our Service Centre and teams.”
– Phil Parbury, Core Services Manager, TOMRA Collection Australia
99%+ technician first-time fix rate
67% increase in work order processing
18% boost in customer case handling
86% Grade of Service maintained despite 33% call volume increase
10 disparate systems replaced with a single solution for CRM, work management, and call centre capabilities
TCA continues its partnership with Arcturious under a managed services agreement. Through the partnership, Arcturious has acted as a bridge between TCA and Salesforce and helped the company maintain and optimise its use of the platform. It has also proactively identified significant opportunities for cost avoidance.
“The project has started to open up people’s thinking as to what we can do with Salesforce and the sort of opportunities it might unlock for us, like predictive maintenance and leveraging AI agents to support human agents,” said Parbury.