1. May 26, 2018 - For Internal Clean Harbors Training Use Only - Company Confidential

2. Proactive Calling Program CS3170
Updated

3. Introduction The program is designed for repeat T&D drum generators.
The Proactive Call Strategy compliments our Milkrun Transportation Program.
Benefits of a Proactive Approach
Provides Forecast Reports which are used to provide more efficient use of trucks and reduce operating costs.
Provides a tickler system that computes a call date 14 days prior to the estimated pickup date based on their shipping cycle and date of last pickup.
We help our customer stay in compliance.
Provides a record of active T&D drum generators.
Proactive Calling keeps us in touch with our customer base giving us timely feedback on our service.

4. Objective and Expectations
Provide user with the necessary skills and knowledge to properly manage repetitive drum customer needs.
Expectations:
Review account information for accuracy
Proactively call customers on a daily basis
Maintain database daily
All scheduled pickups are entered into Outlook following the Outlook Scheduling Requirements.

5. What Generators should be part of the Proactive Call Program?
Customer’s who generate profiled drum waste.
Clean Harbors provides transportation services.
Drum quantities typically less than 40 drums per shipment. (higher volumes may require a dedicated truck)
Drum shipping history is relatively consistent. (every 30, 60, 90 days, etc.)

6. Proactive Service Types
C = Central Customer Support has proactive call and data management ownership for this generator
B = Broker generator that utilizes Clean Harbors transportation. Central Customer Support owns the data management and review aspect of the system but will NOT proactively call the generator.
E = Central Customer Support has proactive and data management ownership for this generator.
D = Central Customer Support has ownership of the data management for this generator. Customer requested no call but still maintained in the proactive data base for forecasting purposes and to monitor business activity.
L = Local CSR has proactive call and data management ownership of this generator.

7. Getting Started
To launch the proactive system choose Proactive Sales Orders from the Navigation Bar in either Beacon or Win Web. The Beacon selection is listed under the Sales Tools Menu. The Win Web selection is listed under the Order Placement Menu.

8. Accessing Your Proactives
All proactive generators are loaded into each individual milkrun territory based on the generators zip code. To retrieve a list of all generators in an entire T&D District use the drop down to select the appropriate district or to view generators in an individual milkrun territory use the drop down to select the appropriate territory. The “show only 90 days” selection will limit the data displayed.

9. Proactive Sales Orders
Key Display Fields:
Status: Indicator whether “N” new call needed or “R” recall needed. Auto updates if Reset Call Date is changed.
Service Type: Indicator describing how and who will manage the proactive service. See next slide for definitions.
Cycle Days: Indicator of how often we expect a customer to ship.
Scheduled Pickup Date: Calculated by the system based on any T&D order created and the generators cycle. System logic to be defined later in presentation.
Scheduled Call Date: Automatically set 14 days prior to the Schedule Pickup Date. Used as the tickler and to set recall dates when more than one call to the generator is required.

10. Proactive Sales Orders
Action Links
Master: Links to the master tables where the generators proactive information is maintained. Use this link to update the display items previously outlined.
Select: Links to Beacon for account review prior to initiating the call and order process.
Territory: Links to the milk run schedule dates as a popup window.
Reset Call Date: Activates the Scheduled Call Date field allowing the user to set a new call date based on the first contact with the customer. Note: The Status will auto-update to an “R”. The generator line will automatically move down the list based on the scheduled call date entered.

11. Proactive Sales Orders
DATA QC: Managing the data is the most important part of the program. Check the beginning of the report for generators with Schedule Pickup Dates in the past and check the end of the report for generators pushed out too far based on their cycle. For example generator QU0248 has a schedule and call date set in Feb when they have a 7 day cycle.

12. Milkrun Maintenance
Ensuring that dates are aligned to the proper estimated pickup date is the key to the program being successful.
Based on Beacon research last shipment 10/27/05. Next pickup date should be estimated at 11/3/05.

13. Milkrun Maintenance
Options: Maintain data for the generators record based on your selection from the previous screen or clear and retrieve an entire Milkrun Territory to update multiple records. Note: Sort functionality built into this screen.
***Our goal is to manage as many generators as possible through Central Customer Support. Do not add new generators or make changes to Service Type without the support of the central team. Requests should be sent to CSGROUP.

14. Review Process
Review the following before proactively calling the Main Contact:
Validate generator meets the criteria for the milkrun program. (ie., drum shipper with a consistent cycle time). If the generator does not meet the necessary requirements, have the generator removed from the program by entering a yellow call note and forwarding to the Central Support Team.
Review Generator’s shipment frequency and open orders to ensure the generator should be called. Check recent CP jobs to see if they have shipped profiled waste. This would be considered a drum pickup and the system will not auto calculate the scheduled pickup date in the Proactive System and therefore would require a manual change. This information should also be a criteria for validating the generator’s shipment frequency. If the generator’s shipment frequency does not match the system cycle time be sure to verify with the customer and update the system accordingly.
Familiarize yourself with any collections issues, recent call note information, expired profiles, trans and disposal pricing status, T&D agreement status etc. Develop a strategy for the call in advance.

15. Review Prior to Proactive Calling
Review all tabs to gain all knowledge of the account.

16. Review During Proactive Call
Review the following information during the Proactive Call:
1.) Verify the address information (site, billing, manifest), contact information (name, phone number, fax number), EPA ID #.
2.) Review any specific information that you accumulated during your review process ( ie., expired profiles, cycle time, pricing, etc.).

17. Possible Call Outcomes
Order Placed: The system will automatically recalculate the next estimated pickup date for any T&D order created. The exception being a “Sale of Supply” order.
Generator Reserving Space: Generator asks to reserve space on the truck but will not have inventory available until later date.
Establish call back date with customer. Reinforce that obtaining final inventory needed 48 hours prior to schedule pickup date.
Use “Reset Call Date” to edit next call date based on item 1.
Update Outlook Schedule and start an order immediately.
Record call info in Beacon as a Green Call Note.
Generator Not Ready to Ship:
Confirm cycle time accuracy and agree upon an estimated future shipment date.
Use “Master” link to update Scheduled Pickup Date based on item 1. Note: Use an actual date if one established for the generators Milkrun Territory. If no date available, be sure customer understands you are setting an estimated date. The actual date will be communicate on the next proactive call.
Generator Not Shipping: Generator states they do not generate waste or we have lost the business to a competitor.
Probe customer for feedback on why the change was made and who they are using.
Request that we have a sales person look at their account and call them back.
If no to item 2, can we call in 6 months.
Record all info in Red Call note in Beacon. Be sure to send call note to Account Owner if one assigned.
Enter a yellow call note and copy Lisa Glassman and Michelle Canale on any call notes requiring generator to be removed from Proactive.

18. Possible Call Outcomes, Continued
Voic
Leave appropriate message with schedule dates for the milkrun(s) including your name, the appropriate call back number, and the customers generator code to reference on the call back.
Use “Reset Call Date” to edit the next call date. Rule of thumb; set call date 7 business days prior to schedule date.
Record call information in Beacon as a Green Call Note.
Green Call Notes: Use one call note to record all proactive call info to develop calling history in one location. The call note type should be designated as RSOM/Proactive Call.
Generator Not Returning Calls:
Review order history in Beacon. If CP work done recently with profiled waste included immediately “bump” proactive info out based on cycle time. If cycle <180 days bump full cycle; if cycle > 180 days bump one month until customer contacted.
If customer still not responding after second round of calls inform account owner/local csr and develop a plan to assess business potential and action plan. Note: determination may be made to remove the generator from the proactive data base.
Record all info in Beacon Yellow Call note. Copy Lisa Glassman and Michelle Canale on all call notes requesting removal from proactive.

19. Conclusion
Proactive Management is an important process to keep us in touch with our customers.
Proactive Data and Calls is a shared responsibility between the Central Customer Support Group and the Local CSRs.
Proactive Screens should be reviewed daily both centrally and locally.
Mismanagement of Proactive Customers can result in lost business.