M3 Shopping Mall gets every waste request answered within 24 hours.
Complaints used to sit for two or three days, and a paper delivery order gave the mall nothing to point at. Now every request goes through GarGeon Connect and every collection carries a timestamp.
M3 Shopping Mall
Gerbang Mekar operates M3 Shopping Mall, a retail complex where tenants, food outlets and shoppers generate waste all day, every day.
A mall lives or dies on how the back of house runs. When bins are not cleared, tenants notice within hours — and so do their customers.
- IndustryRetail & Mall
- ScaleShopping mall operations · Malaysia
- TimelineOngoing
- UsingGarGeon Connect, Real-time Waste Tracking, Waste collection service, Vendor SLA management
The problem, and what we did about it.
Paying a fixed cost per trip, with no lever
Every trip cost the same whether it was needed or not, and there was no data to argue otherwise.
No proof, so no complaint
A paper delivery order with no photo left the mall unable to show what had gone wrong. Without evidence, raising the issue went nowhere.
A vendor that took days to respond
Complaints sat for two or three days. The order was eventually fulfilled, but the delay landed on the mall’s facilities team every time.
Requests raised in GarGeon Connect
The facilities team requests a pickup in the system instead of chasing a phone number, and can see exactly where the request stands.
Timestamped, photo-verified collections
Every collection is recorded with a time and a photo. If something is missed, the record shows it — no argument, no guesswork.
We hold the hauler to the SLA
GarGeon manages the hauler relationship and the service level behind it, so requests are fulfilled within 24 hours rather than days.
An auditable service history
The mall can pull the full collection record for any period instead of reconstructing it from paper slips.
What changed on the ground.
Requests close within 24 hours
What used to take two or three days now turns around inside a day, because someone is accountable for the SLA.
Problems can finally be raised
Photo proof and timestamps give the mall something concrete to point at, so service issues get resolved instead of disputed.
One channel for the facilities team
Requests, records and proof sit in one place. Nobody is chasing a vendor by phone to find out whether a bin was cleared.
Confidence in what is being billed
Every trip on the invoice has a matching record, so the mall pays for collections it can verify.
With the service record in hand, the next conversation is about right-sizing the collection schedule to what the mall actually produces.
More Malaysian operators put their results on the record.
Different industries, same contract — and each one can prove it.
From 81% to 95% on-time collection across 500,000 sq ft
One contract across five construction sites
