30% of administrative tasks automated across urban waste management.
Maiambiente's data was scattered across multiple platforms and its processes were manual and slow. LOBA built an integrated Zoho ecosystem that centralised information, automated requests, and gave citizens a faster, more accessible service.
Challenge
Data was spread across two separate platforms, SMAS and Be2Waste, with no consolidated view available to the team. Collection and container management requests were submitted by phone and managed manually in spreadsheets. The volume of low-value administrative work was absorbing time that should have been spent on operational delivery, and the absence of integrated data made it impossible to monitor the full customer lifecycle or track key performance indicators with confidence.
Solution
LOBA designed a five-phase implementation covering the full operational scope. Zoho CRM was structured to integrate customer, contract, and collection route data from both platforms, with daily synchronisation via APIs and Zoho DataPrep. A back-office management tool was built in Zoho Creator for scheduling, route management, and collection slot allocation, alongside a dedicated app for field teams. Dynamic online forms, tailored to each customer's contract, enabled automatic request scheduling based on live calendar availability. Zoho Desk was implemented to manage internal ticketing and citizen complaint handling.
Results
- Approximately 30% of administrative tasks automated, reducing manual workload across the operation
- 15% reduction in average request handling time
- Dynamic online forms enabling automatic scheduling based on live calendar availability
- Real-time monitoring of operational, financial, and waste management indicators
- Recognised as one of the local authorities with the highest volume of accessible citizen content within the Urban Waste Management System
- CLIENT
- Maiambiente
- SECTOR
- Public Sector / Municipal Services
- SCOPE
- Five-phase Zoho implementation covering CRM, Creator apps, dynamic forms, and Zoho Desk
- OUTCOME
- 30% of admin tasks automated, 15% faster handling
Book a call with our team.
A focused conversation with a Zoho specialist. No pitch, just clarity on where you are and what's possible.