Family-owned waste management business iTreat has modernised its operations, reduced administrative workloads and improved customer service after replacing manual processes with a fully integrated digital platform.
Serving commercial, industrial and construction customers across Sydney and New South Wales, iTreat operates more than 30 vacuum trucks and an EPA-licensed 500-tonne treatment facility. As the business continued to grow, it faced increasing challenges with paper-based processes, fragmented systems and limited visibility across daily operations.
Drivers relied on paper run sheets, while operational data was spread across multiple systems. This made scheduling, job management and customer service increasingly complex, requiring teams to manually re-enter information and respond to changes in the field without real-time visibility.
Customer service teams were also handling high volumes of routine enquiries relating to bookings, compliance documentation and service information. According to iTreat, there was an opportunity to improve both customer experience and operational efficiency through greater digitalisation.
To support its next phase of growth, iTreat implemented AMCS Wastedge, creating a single platform for scheduling, job management, driver workflows and operational data. The shift enabled the company to replace paper-based processes with digital workflows, improve scheduling flexibility and gain real-time visibility across its fleet and services.
The results have been significant. Since implementation, iTreat has achieved 25 per cent fewer customer service calls, 75 per cent less administration time, and reduced job run scheduling from three days to just a single day. The business has also introduced instant invoicing and added new operational functionality without increasing headcount.
Customers are benefiting as well. Through self-service tools and automated communications, clients can access information, documentation and bookings online, reducing the need for phone enquiries while improving transparency and convenience.
For Tracey Anderson, Director of iTreat, the greatest value has come from greater visibility and consistency across the business.
“AMCS Wastedge has given us the visibility and consistency we lacked. By replacing manual processes and bringing everything into one platform, we’ve reduced admin effort and improved service for our customers,” Anderson said.
Looking ahead, iTreat plans to continue optimising its operations by using additional platform capabilities and data-driven insights to strengthen customer engagement, improve decision-making and support future expansion.
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