Live Case – Project

Improving Customer Experience in Residential Recycling Services

A Collaboration Between

Project Synopsis

Customer satisfaction among residential customers segment and improving the customer experience are among top challenges that recycling service providers face. Generally speaking, customers are looking for short wait and rapid response times to their inquiries and problems. How can Lakeshore Recycling Systems (LRS) engage their customers more effectively to bring about greater customer satisfaction? What digital tools and resources could be better optimized to promote efficiency and effectiveness in responding to customer inquiries and complaints? Lakeshore Recycling Systems aims to improve customer satisfaction, and is asking students to conduct research to measure current practices, learn about best practices, and identify opportunities for improvement. At the end of the project, LMS is looking for students to propose a customer engagement strategy based upon the analysis.

Project Topics

Customer Service

Company Information

CompanyLakeshore Recycling Systems
HQMorton Grove, IL
RevenueN/A
EmployeesUnlisted
StagePre-Revenue Startup
Hiring PotentialFollow-on Projects, Formal Internship, Entry Level Full-Time
Websitehttps://www.lrsrecycles.com/

Company Overview

Although we aim for reliable and efficient waste removal, we aim to do much more.  Our ongoing goal is to divert as much waste as possible, which is why we provide Residential and commercial dumpster rentals, including variable-sized roll-off dumpsters, Electronic waste collection and recycling, Landscape, refuse and organic collection, Safe recycling of bulbs, batteries, and ballasts, LEED documentation, Municipal waste and recycling programs, and Waste and recycling services for area schools, including the Chicago Public Schools system We operate state-of-the-art material recovery facilities (MRF) throughout Chicagoland. These five recycling centers are strategically located in Chicago and the surrounding suburbs so we serve our clients where ever they are located.  We have made significant investments in technology that allows us to minimize the amount of material that is not recycled. This aligns with our commitment to being an eco-conscious sustainability partner to the community.  Our approach to this industry driven by a belief that waste management companies have a critical role in preserving the earth and ecology.  In everything we do, we try to align our practices with our philosophy.

Experiential Learning Program Details

SchoolNorthern Illinois University (NIU)
Engagement FormatLive Case - Think "Hackathon" or Case Competition with a whole class of students! This learning format allows educators to deliver experiential learning to students at scale. Students are often split into groups to work on a live case (or a series of cases) from a real host company that directly relates to key learning objectives.
CourseBusiness in Action, Fall 2021 (Doughty) – LRS Recycles
LevelUndergraduate
Students Enrolled68
Meeting Day & TimeJacie: Online, Mondays & Wednesday 3:30 - 4:45 PM CT
Student Time Commitment4-7 Hours Per Week
Company Time Commitment2 Hours
Duration13.57 Weeks

Program Timeline

Touchpoints & Assignments Due Date Type
REMINDER OF CONFIDENTIALITY

REMINDER OF CONFIDENTIALITY

During this program, you'll be working on a real project posed by a real industry partner. By registering for the CapSource system and participating in this Program, you are bound by the Rules of Engagement, including strict confidentiality of information shared with you. Please be respectful and professional.
September 3rd, 2021 Event na
KICKOFF SURVEY DUE

KICKOFF SURVEY DUE

September 5th, 2021 Evaluation evaluation
OFFICIAL PROJECT LAUNCH

OFFICIAL PROJECT LAUNCH

September 6th, 2021 Event na
Students Introduced to Projects

Students Introduced to Projects

 
September 7th, 2021 Event na
Milestone 1 Deliverable Due Milestone 1 Deliverable Due
 
September 28th, 2021 Submission Required submission-required
TEMP CHECK #1 DUE

TEMP CHECK #1 DUE

September 30th, 2021 Evaluation evaluation
Milestone 2 Deliverable Due Milestone 2 Deliverable Due
 
October 19th, 2021 Submission Required submission-required
TEMP CHECK #2 DUE

TEMP CHECK #2 DUE

October 21st, 2021 Evaluation evaluation
Milestone 3 Deliverable Due Milestone 3 Deliverable Due
 
November 16th, 2021 Submission Required submission-required
TEMP CHECK #3 DUE

TEMP CHECK #3 DUE

November 18th, 2021 Evaluation evaluation
SUBMIT FINAL DELIVERABLE SUBMIT FINAL DELIVERABLE
December 9th, 2021 Submission Required submission-required
OFFICIAL PROJECT END

OFFICIAL PROJECT END

December 10th, 2021 Event na
PEER ASSESSMENT DUE

PEER ASSESSMENT DUE

December 12th, 2021 Evaluation evaluation
SELF ASSESSMENT DUE

SELF ASSESSMENT DUE

December 12th, 2021 Evaluation evaluation

Key Project Milestones

  • September 6, 2021 - Deep Dive into LRS

    • What is the company’s product and business model?
    • Who are the target demographics and customer segments? What do customers say about the company?
    • Who are the company’s key competitors? How is LRS differentiated from their competitors?
    • Highlight your understanding of products and customer segments relevant to the current project objectives.
    • How important is good customer service in this industry? How does it affect the lifetime value and retention of the customer?
    • How does the company feel about the customer service process? Interview key team members inside and outside that part of the organization.
    • What information can the company provide on customer satisfaction, customer experience, and strategies for customer engagement currently in use? What do existing data tell you about these processes? For instance:
      • How does the company collect feedback from customers? 
      • Can you identify consistent feedback from customers related to the company’s product or service? 
      • What is the customer feedback process? How do the customers feel about the feedback process? 
      • how often do customers experience disruption in service?
      • how long does it take for customer complaints to be resolved, or the issues and cases to navigate through the internal organization before arriving at a resolution? 

    Suggested Deliverable:

    Infographic on Customer Profile and Customer Experience; Portfolio of existing resources/strategies for currently engaging customer

  • October 19, 2021 - Gather information on how the company engages their residential services customers

    • How would you describe the organization of the customer service team, or those who are directly involved in customer service as their primary job roles?
    • Conduct an analysis on the motions and technologies the company is currently using to administer the customer services; how would you describe this process? 
    • How does the customer service team troubleshoot issues? How effective are their current processes?
    • What is the most time-consuming part of the troubleshooting process? Is there anyway this can be automated?
    • Call the customer service line or inquire via email. Document your experience. How does this compare with competitors?
    • How does the business model affect the level of service required?  Is there any automation that can be incorporated into the process to increase efficiencies?
    • What does the company do that makes their customer service more effective than competitors? What could be improved?

    Suggested Deliverable:

    Research Report & Presentation

  • November 16, 2021 - Make Recommendations for Customer Engagement Strategy

    • What process improvements would you recommend? Pay close attention to communication tools, knowledge base resources, and follow-up procedures.
    • How can the customer service process be optimized?
      • Is information being circulated effectively internally? 
      • Does the company use technology or social media to collect customer feedback?
      • Should the company consider circulating certain materials externally as well? If so, how? Can LRS reduce redundancy by leveraging existing resources and cases?
    • What other technologies could possibly improve the process? Would you recommend implementing new tools and procedures? What is the cost of implementing new tools? 

    Suggested Deliverable:

    Customer Engagement Strategy Recommendations Report & Presentation

Project Resources

There are no resources currently available

Industry Mentors

There are currently no supervisors assigned.

Academic Mentors

There are currently no supervisors assigned.

Assigned Students

There are currently no students assigned.