Hear from our COO Rachel Hall | What to Expect When Working With S2S Group

Choosing an IT asset disposition partner is an important decision – it’s one that influences security, compliance, sustainability and operational efficiency. 

To help new and prospective clients understand what it’s really like to work with S2S Group, our Chief Operating Officer, Rachel Hall, explains the entire process – from initial conversations to understanding the project scope, to finalising the work and issuing the appropriate certificates and documentation. Each client receives a dedicated account manager who ensures the project runs smoothly, securely and compliantly, with a focus on bespoke customer service to ensure key updates are issued at every stage. Read more to understand what you should expect when working with S2S Group. 

1. What makes working with S2S Group a unique experience for clients? 

Working with S2S Group is unique because clients don’t simply receive a service; they gain a trusted partner genuinely invested in their success. We take a highly collaborative and personalised approach, ensuring every solution is crafted around the client’s specific goals rather than relying on a standard template. Our team is hands-on, proactive and transparent throughout the entire process, creating an experience that feels seamless, supportive and tailored. With our commitment to innovation, quality and long-term relationships, clients enjoy a level of care and attention that truly sets S2S Group apart. 

2. What is the main reason clients choose S2S Group over a competitor? 

Clients often choose S2S Group for our ability to deliver tailored ITAD solutions underpinned by one of the strongest accreditation portfolios in the UK, with over 16 licences and certificates. With established sites in Rotherham, London, Glasgow and now Dublin, we offer the assurance, compliance and scalability required to support nationwide organisations, as well as those operating across Europe. This combination of customised service, trusted expertise and accredited capability makes S2S Group a leading choice in the ITAD industry. 

3. What can a new client expect during the onboarding process? 

The onboarding process begins as soon as a client submits an enquiry or gets in touch with their ITAD requirements. An Account Manager will promptly reach out to discuss their needs and suggest the most appropriate solutions. Each service is explained clearly so the client knows exactly what to expect, what the process involves, and what the outcome will be. Once the right solution is agreed upon, the client receives a detailed quote along with available collection dates to ensure everything moves forward smoothly and transparently.  

4. How does S2S Group keep communication clear and consistent throughout a project? 

Every client is assigned a dedicated Account Manager who acts as their single, reliable point of contact from start to finish. This ensures communication remains consistent and eliminates the confusion that can occur when dealing with multiple departments. The Account Manager keeps the client updated at every stage, offers guidance when needed and remains readily available for questions or support. This approach creates a transparent, streamlined experience where clients feel informed and confident throughout the entire project. 

5. What steps do you take to understand a client’s goals and tailor your services to them? 

Through a detailed consultation, we take the time to understand the client’s goals, IT asset profile, compliance needs, timeframes and logistical considerations. By gathering this information early, we can design a solution that aligns perfectly with their objectives. Every part of the service, from secure collection and data sanitisation to reporting and final disposal, is shaped around what the client needs to achieve. This combination of careful assessment and open conversation ensures our service is always tailored, relevant and effective.

6. How do you measure success in client relationships? 

Success is measured both through data and through the strength of the relationships we build. One clear measure is our customer retention rate, which currently stands at 96%, and demonstrates the high level of trust clients place in us. Equally valuable is the feedback we receive, with clients frequently praising our drivers, warehouse staff and office teams for their professionalism, reliability and responsiveness. These indicators show that we not only meet expectations but consistently build long-term partnerships based on trust and service excellence. 

7. How does S2S Group’s internal teamwork shape the client experience? 

Collaboration sits at the heart of S2S Group and plays a direct role in the experience our clients receive. Our sales teams handle enquiries and help clients identify the right solutions. Operations teams coordinate collections and logistics to ensure everything runs efficiently. Warehouse, IT and Mobile Device teams work together to securely process assets and maintain our high standards. The Compliance team oversees accreditation requirements and ensures all work follows the correct procedures and regulations. Finance supports accurate, timely transactions and agreements. When all teams work together closely, clients enjoy a smooth, professional and reliable service from beginning to end. 

8. What core values guide the way you and your colleagues work with clients every day? 

Our values shape the way we operate and define the relationships we build. Security remains a top priority, ensuring client data and assets are handled safely and responsibly. Our communication is always transparent, giving clients clarity and confidence in every stage of the process. Innovation drives us to continually improve and find smarter ways to deliver ITAD services. 

Sustainability forms the foundation of our approach to asset disposal, supporting clients in meeting their environmental goals. We maintain strong auditability through detailed records and compliance measures, and we remain agile, adapting our services to suit each client’s specific needs. These values collectively ensure a service experience that is reliable, ethical and fully client focused. 

9. How do you see client needs evolving, and how is S2S Group adapting to meet them? 

Client needs are evolving rapidly, with a growing demand for secure, compliant and sustainable IT asset disposition that can scale across regions. Many organisations now expect faster turnaround times, complete transparency and support in meeting environmental and regulatory responsibilities. At the same time, the pace of technological change, such as the constant release of new mobile devices and IT equipment, means older models become obsolete quickly, increasing the need for responsible recycling and lifecycle management. 

S2S Group is adapting by expanding our capabilities, including new partnerships such as our collaboration with All-Star Shredding in Ireland, which extends our coverage across the UK and Europe. We continue to invest in innovative processes and technologies while maintaining rigorous compliance standards and providing fully auditable services. This ensures we remain ready not only to meet current client expectations but to anticipate future needs with flexible, scalable and reliable solutions.