Case Study: How a Baltic Waste Management Leader Streamlined Operations with Bluelark’s Salesforce Solution

Client: Baltic Waste Management Leader
Industry: Waste Management
Solution: Sales Cloud

Salesforce Users: 104

Challenge: Overcoming Manual Workloads and Data Fragmentation

Manual Workloads
Many daily processes were handled manually, from route planning to report preparation. Data exports from the Directo system had to be split into parts and combined in Excel, taking up valuable time. Contract templates in Latvia and Estonia were managed in separate files and changes in document formats could take months to implement. Tasks like submitting reports to authorities or updating government systems were also fully manual.

Fragmented Customer Information
Customer data was stored in individual Excel files or personal Google Drives, with no centralized system. Communication history wasn’t tracked and important client information was often lost in emails or notes. This created risks when employees left or were unavailable and made it difficult to manage leads and customer relationships consistently.

Time-Consuming Communication
Coordinating used oil collections required frequent calls and emails to arrange pick-ups and adjust schedules. Clients rarely updated their contact details, forcing the team to track changes themselves. Fast response to new inquiries was essential for winning new contracts, but handling requests by phone and email slowed the process.

Solution: Why the Client Chose Bluelark

Bluelark’s team proposed a future-ready Salesforce Sales Cloud setup to centralize, automate and simplify daily operations.

• Unified Client Management: A single Salesforce system for all three countries, consolidating client data and communication history in one place.

• Client Portal: Enabled clients to view their own data and update contact details directly through a customer portal.

• Streamlined Contract Management: Implemented a unified process for supplier contracts across countries, with editable templates for faster document updates.

• Integrated Service Request Handling: Centralized email-based client inquiries and created cases within Salesforce for efficient follow-up and management.

• Process Optimization Analysis: Mapped current processes, identified role responsibilities, highlighted operational bottlenecks and provided future process diagrams.

Results achieved:

Analysis Project Results

The project began with a thorough analysis of the company’s operational processes. Key outcomes included:

• Defining all existing roles within the organization.
• Creating a business process map with detailed process descriptions and diagrams showing the roles involved at each stage.
• Identifying operational bottlenecks.
• Highlighting current issues and providing tailored improvement recommendations.
• Mapping data flow across internal systems.
• Developing clear user stories based on daily operational needs.
• Delivering proposed process diagrams and descriptions for future system improvements.

Implementation Results

Following the analysis, several solutions were successfully implemented to modernize operations:

• Salesforce Sales Cloud was deployed to centralize customer management and sales processes.
• A document management system (DVS) was introduced.
• Integration with the Directo system was completed, enabling seamless data exchange — customer and purchase information is now sent to Directo, while order and invoice data are received back into Salesforce.
• Comprehensive user training was conducted to ensure a smooth transition and effective system use.

Client testimonial:

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