Case Study: East Sussex Highways delivers a better public highway service with Sabio and Salesforce

East Sussex Council - Customer Case Study

East Sussex Council needed a sophisticated, customer-focused platform to manage the enormous volume of highway-related defects reported by the public annually. Their joint venture, East Sussex Highways, sought to move beyond outdated industry technology and create an "Uber or Amazon experience" for citizens to report issues. They engaged Sabio's makepositive, a Platinum Salesforce partner, to develop this innovative solution.

makepositive implemented a world-first, end-to-end solution using the Salesforce platform, including Service Cloud, a Customer Community, and Chatter. This integrated system allowed the public to report problems via a website and call center, while enabling engineering crews to manage and respond to tasks from mobile devices. The solution was instrumental in helping the joint venture win the £300m project bid and transformed how the county's large network of service staff is deployed to maintain its roads.

East Sussex Council