Excerpt from: ITAD Best Practices: Managing Customer Agreements and Service Level Agreements (SLAs)
Minneapolis – Dec 2025
by Josh Feldman
Delivering on customer commitments is central to gaining and maintaining business. Whether you’re a multi-facility international organization or a small start-up, every ITAD company faces challenges when defining, managing, and meeting customer commitments or SLAs.
If done well, strong commitment management leads to greater company growth, a more confident sales team, and a process that consistently supports delivery excellence.
This excerpt draws from years of experience working with over 100 ITAD and e-waste companies, as well as insights from a survey of nearly 50 providers. The full eBook covers what goes into a typical SLA, the unique considerations for ITAD businesses, common roadblocks, and proven best practices that help teams make commitments they can confidently deliver.
Best Practices in Delivering as Committed
If resource issues are accounted for and processes are in place to effectively define, collect, and communicate requirements, you are set up for success.
From there, consistently delivering on commitments depends on several factors, including company culture, staff training, and even educating customers on how to best work with you.
But the true catalyst, the glue behind the entire delivery process, is the ERP system in place.
A. System Elements to Address
Move to efficient material processing (reduce touches, automate, guide workflow)
A guided workflow reduces unnecessary touches, speeds up data entry, and improves overall accuracy.
Enforce required activities (and reduce unneeded ones)
Systems should enforce required data entry, sanitization services, routing decisions, and storage logic, ensuring commitments are met without wasting staff time.
Clearly post project status and percent complete (with built-in notifications)
Real-time visibility into progress enables managers to prioritize and staff effectively.
Color-coded indicators make deadlines, risks, and status easier to track.
Barcode and track all material
If you can’t find material, you can’t process or sell it.
Tracking WIP, resale, and finished goods ensures clarity throughout the workflow.
Automate job-specific reporting, certificates, and settlements
Rather than scrambling for data after the fact, connected systems make reporting and settlements a simple review-and-send process.
Drive proactive (not reactive) customer service
With transparency demands rising in ITAD, proactive communication becomes a differentiator.
With the right system, much of this can be automated:
- Customer portal access to real-time status
- Automated notifications when milestones are met
- Automated distribution of reports and certificates
- Post-job online surveys
- CRM-integrated communication (logged for historical reference)
Checklist Items:
- Identify core issues and set objectives
- Define scope and team
- Evaluate options (upgrading systems, adopting industry-specific ERP, etc.)
- Develop or implement the new system
- Train and transfer knowledge
- Migrate data
- Prepare a cutover plan
(All previous system recommendations apply throughout this process.)
In Closing
Makor Solutions has focused on serving ITAD, reseller, and e-waste companies since 2003.
Through Makor ERP and dedicated consulting services, our customers strengthen their ability to compete, deliver on commitments, and grow confidently.
About Makor ERP™
Makor ERP™ is the leading enterprise software for ITAD, recycling, and refurbishment operations, purpose-built to deliver full lifecycle visibility, regulatory compliance, and operational excellence.
Makor ERP
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