Background
NWH Group is a second-generation family business based in Scotland, delivering a wide range of waste management and tipper hire services. Operating a fleet of more than 45 tipper lorries, the company manages complex daily logistics that require precision and coordination. Following a major internal restructure, NWH merged its Land Services and Waste Services divisions, combining previously separate operations into a single, more unified business model.
This move was designed to create greater efficiency, but it also highlighted some key operational challenges. While the Waste Services division had been using the PurGo platform with great success, the Tipper division was still running on an older system that relied heavily on manual processes. Paper-based job tickets, disjointed scheduling tools and duplicated customer data created a fragmented experience for both staff and customers.
The leadership team at NWH quickly recognised the impact this was having. From inconsistent invoicing to time-consuming customer service queries, the cracks were starting to show. It became clear that a digital transformation was needed. The goal was to consolidate both service lines onto a single, integrated platform that would bring consistency, improve visibility and deliver a better experience for everyone involved.
There were several options on the table. NWH could invest in a new system for the Tipper division or continue trying to make two separate systems work. But given the reliability and performance of PurGo within Waste Services, the decision to extend it across the business was a natural one. As Andrew Baker, Chief Information Officer at NWH, shared, it simply made sense to speak with the team at VWS. The aim was to have everything running on a single platform that could handle the entire journey from job creation to billing.
Solutions
Rather than adopting a one-size-fits-all approach, both teams at NWH and VWS worked together to tailor PurGo for the specific needs of tipper operations. This was not just a case of installing software but a partnership that relied on deep knowledge sharing, careful planning and a shared commitment to getting it right.
This collaborative development effectively delivered a robust solution that now functions as a purpose-built, digital-first tipper management software.
One of the first steps was to replace paper job tickets with a digital process, using the PurGo Driver App. This allowed drivers to receive and complete jobs in real-time, capturing signatures and status updates as they went. For customers, a new online portal was introduced, giving them immediate access to job details, documents and invoices. This reduced the number of calls coming into the office and empowered customers to manage their own accounts more efficiently.
The PurGo platform was also adapted to handle time-based hire charging and to integrate weighbridge data, scheduling tools and even garage and workshop coordination. Everything was brought into one system, giving the business a complete view of its operations and making it easier to manage jobs from start to finish.
Implementation was collaborative and flexible. Feedback was encouraged throughout the process, and changes were made quickly when needed. Both teams understood the importance of getting the details right. The result was a solution that felt custom-built for the way NWH works and that delivered value from day one.
Results
The transition to a fully digital workflow has had a transformative effect on NWH Group. The Tipper division is no longer reliant on paper, which has removed a huge amount of manual work and reduced the risk of errors. Staff can now track jobs, update records and respond to customer queries with ease. The entire business benefits from real-time visibility, with managers able to make faster and more informed decisions.
Perhaps most importantly, the customer experience has improved dramatically. customers who use multiple services from NWH now receive consistent communications and a joined-up service. The new Customer Portal means they can access what they need, when they need it, without waiting on paperwork or chasing updates.
Dougie Neill, General Manager at NWH, described the transformation as a major step forward for the business. “We wouldn’t have embarked on this journey unless it truly provided something for our customer journey… less downtime, fewer invoice queries, and higher delivery capacity. That’s customer care for us.”
By choosing to work with VWS and expand their use of PurGo, NWH Group has not only resolved their immediate challenges but also positioned themselves for future growth. The integrated platform now supports the whole business, creating a strong foundation for further innovation and ongoing operational excellence.