ICT solutions supporting the customer services in the process of collecting secondary materials

The limited availability of natural raw materials leads to a search for solutions facilitating their acquisition from already manufactured goods, which at the end of their life cycle become a source of secondary raw materials. To ensure the availability of secondary raw materials, it is necessary to organize logistics processes in such a way as to ensure the synchronisation of material and information flows. An important role for the efficiency of the logistics system of secondary raw materials is the organisation of the subsystem of their collection, including setting collection dates and delivery of appropriate logistic units to customers. The article presents the results of a survey on a group of individual customers assessing their customer satisfaction with the organisation of secondary raw material collection. The CSI index was used to assess satisfaction. This evaluation became the basis for identifying the information gap in customer service. A conceptual solution to improve the information flow between operators and customers in the form of a mobile application was proposed as a solution to the disruption in this area.