Westside Disposal - Customer success Case

WESTSIDE DISPOSAL

Driving Growth: How Westside Disposal Cut Billing Time by 50% with Hauler Hero

"I would cry if we lost Hauler Hero because it’s been a game-changer. My job is a lot easier because of this program; I honestly couldn’t imagine doing it a different way."

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Overview

Westside used to run daily collections the old-fashioned way: paper routes, stapled packets, and constant uncertainty once drivers left the yard. Today, they run routes through Hauler Hero’s tablet app, track progress in real time, document service issues with photos, and use mapping tools to place customers accurately, especially in areas where standard GPS can’t be trusted.

The result? A smoother day for drivers, fewer customer disputes, fewer inbound calls, and a billing process that went from a dreaded two-day marathon to a task completed in a single workday.

Details of the Challenge

Before Hauler Hero, Westside relied on paper routes a system that created friction in every part of the operation:

Route paperwork was hard to manage in the field (and easy to lose).
Dispatch had limited visibility into where drivers were or what was happening on route.
Customer complaints and mess-related disputes were harder to resolve without proof.
Adding new customers and routing them correctly required extra back-and-forth.
Billing took two full days and was painful enough to be a morale killer.

As Westside put it: paper routes meant a pen in one hand and a stack of stapled papers in the other, sometimes literally blowing out the truck window.

Impact on Business

Faster onboarding & service delivery: what used to take a month now takes a week, because new customers can be routed immediately.
Quicker payments & stronger cash flow: staff can sign up a customer, take payment, and finish the process in minutes.
Billing time slashed: invoicing and reconciliation went from a recurring nightmare to a streamlined process one person can complete in about an hour.
Real-time routing & dispatch visibility: the team can see where trucks are and what they’re doing live, improving responsiveness.
Driver-friendly mobile tools: satellite view, navigation, notes, photos, and service verification help drivers work faster and avoid backtracking and fuel waste.
Better customer communication: photos and notes make it easy to explain skips/missed stops and resolve disputes quickly.

From Paper Routes to Smarter, More Reliable Routing

Before Hauler Hero, Westside drivers relied on stacks of paper routes that could get lost, damaged, or even blow out of the truck. Hauler Hero moved those routes onto an easy-to-use tablet, giving drivers clearer information while giving the office real-time visibility into their progress. With accurate map pins, driver notes, and photo documentation, Westside can guide drivers through difficult rural roads, document service issues, and reduce unnecessary back-and-forth between the office and the field.

Cutting Billing Time in Half and Customer Calls Along With It

Hauler Hero also transformed some of Westside’s most time-consuming office workflows. Billing that previously required two full days can now be completed in approximately eight hours. At the same time, customers can access the online portal to manage payments and account information themselves. The result is less administrative work for the Westside team, fewer incoming customer calls, and a much simpler experience for both employees and customers.
With Hauler Hero, Midwest gained a single operational view of the day: dispatch can see where trucks are and what they’re doing in real time, while drivers have everything they need on a tablet. They also use tools like satellite view to spot hazards (bridges, railroad crossings, road constraints) and make smarter decisions that support efficiency and fuel control.

On the communication side, office staff can add clear driver notes and drivers can capture photos instantly to document missed stops or skips, making it easy to explain issues to customers with proof and reducing the time spent on disputes. The result is tighter execution, fewer mistakes, and a smoother day for both the office and the field.

Results and Benefits

With Hauler Hero, Westside Disposal transformed daily operations by replacing manual, paper-based processes with a more connected system for drivers, office staff, and customers. The team gained better visibility into what was happening in the field, reduced time spent on administrative work, and made it easier to resolve customer questions with clear service documentation.

Billing time cut in half: Westside reduced billing from two full days to approximately eight hours, freeing up valuable office time.
Better routing and driver visibility: Tablet-based routes, accurate map pins, driver notes, and real-time location tracking help reduce confusion and keep routes running efficiently.
Fewer customer service calls: Photo documentation and the online customer portal give customers more visibility and self-service options, reducing unnecessary calls to the office.

“Instead of having three or four operating systems that not everybody was trained on.
Now they have one system.”

“The upgrades they said they were going to make have happened. I feel that they understand haulers and our needs and also things we don't even know yet that we need.”

“Everything is all in one location...The way I was doing it before was so time consuming. This is like, whoa, I have more time. So now I can do what?”

“Our workflow was a jigsaw of different applications for invoicing, scheduling, and routing. Now everything is streamlined in one solution.”