Mandalay Newsletter: Gain knowledge on customer success and facility design & operation.

Have you experienced increased inquiries about the integrity of your recycling or diversion results over the past few months?

I don’t know about you, but the whole REDcycle situation has really caused me to personally feel disenfranchised in my efforts to do the right thing to support greater recycling and diversion outcomes.

I think integrity in reporting your waste and recycling performance is going to become a more significant issue within the waste industry. Particularly as the community continues to expect superior recycling and diversion outcomes and will increasingly become disenfranchised or sceptical of programs (and their cost to the community).

For us, we see the challenge is all about continuing with our vision of a ‘single point of truth’ for waste data – and integration of data – such that reporting and waste system performance are increasingly less about excel spreadsheets and manual reporting, which is more prone to false representation.

We are committed to an industry of improving performance and helping bring about the industry the community expects of us.

Initially joining the team as Mandalay’s Customer Service Manager, Brendon has also worked in the Projects and Implementations team. Both of these roles have given him a detailed understanding of the products we deliver as well as the challenges faced by our customers and the areas where they seek additional assistance. These roles, along with the experience he gained within the industry prior to joining the Mandalay team have positioned him extremely well for taking on the challenge of building Mandalay’s customer success function.

Brendon is passionate about helping people and seeing them get maximum value. Working with waste teams to streamline business processes, understand their reporting and manage facilities more effectively are just a few areas that provide great satisfaction. Plus, working alongside Mandalay’s broader team of specialists allows him to draw on an even greater level of experience and expertise to deliver this incredible value back to our customers.

Brendon is a country boy at heart who grew up in the Bega Valley in southern NSW and moved to Brisbane around 11 years ago after a stint in Canberra. While he is now living in a city apartment where he is an active member of the body corporate and frequents the local restaurant scene, he still really enjoys heading back to Bega to spend time with family.

Thank you for being such a valuable part of the team Brendon!

Customer Success at Mandalay goes beyond traditional account management. We provide a dedicated customer success manager who partners with you on your Mandalay journey. So as soon as you are on-boarded with Mandalay, we work with you to ensure you obtain the best possible value every step of the way and will actively contribute towards your ongoing success.

So how can your customer success manager contribute towards your success?

Your Mandalay Customer Success Manager will work with you as a partner to add value and ensure anything Mandalay related is working well. They will build an understanding of your business and become your key point of contact at Mandalay. This may be through regular monthly or quarterly catchups or specific meetings to discuss future projects or changes within your facilities or business processes.

When you have a key contact that you know and trust and who genuinely understands your business to assist you, it makes a world of difference in ensuring clear communication is maintained and maximum value is achieved from our products.

Want to know more about customer success from Mandalay? Get in touch with our head of customer success – Brendon Horswell.