Case Study: East Sussex Highways achieves 50% reduction in aborted visits with Salesforce Maps

East Sussex Highways was able to reduce their number of aborted visits by 50% after implementing Salesforce Maps

East Sussex Highways — delivered by Costain and CH2M for East Sussex County Council and responsible for over 2,000 miles of roads and associated assets — faced slow, paper-driven processes, inefficient routing, frequent duplicate case logs and poor data hygiene that made it hard to track incidents or manage field teams effectively.

By rolling out Salesforce and Salesforce Maps, the team centralized data, gave highway stewards mobile access to live case information, and enabled real-time route optimization and on-site updates. The changes cut aborted visits by 50%, increased individual daily case completions from about 10–15 to 20–30, reduced duplicate cases, and dramatically lowered claim payouts to around £50,000 versus prior yearly costs in the £1–1.5M range.

East Sussex Highways

Jack Griffiths

Senior Highway Steward