WASHINGTON, April 4, 2017 /PRNewswire/ -- Salesforce
(NYSE: CRM), the world's #1 CRM company and Intelligent Customer
Success Platform, today announced that the City and County of
Denver — recently named one of the
best places to live in the United
States — has deployed a Salesforce 311 solution, built on
Salesforce Service Cloud Einstein, helping it strengthen
relationships with its more than 650,000 citizens.
The City and County of Denver
struggled with an unsupported and outdated 311 call center that
lacked basic functionality, such as an internal knowledge base,
modern call routing or a mobile app extension of 311 services. As a
result, agents were not able to effectively manage incoming calls,
often creating long wait times as they searched for the correct
information. High call-abandon rates were common, and the city
built up a major backlog of citizens' requests.
Salesforce offers the City and County of Denver a cloud-based platform with intelligent
workflow and automation designed to reduce manual processes, as
well as cost. In addition, the solution is tightly integrated with
work-order systems that allow multiple agencies to collaborate on
issue resolution, creating a consistent view of each citizen's
needs across departments. Finally, the solution provides more
modern communication channels for constituents, including mobile,
web and social media, as well as traditional telephone and email.
The solution is integrated with the city and county's mapping
system to enable tracking of and response to chronic issues.
The Salesforce 311 solution is helping empower citizens to report
everything from a pothole in the road, to a downed powerline, to
new vehicle registration. And with new Einstein capabilities built
into Service Cloud, 311 cases will be escalated and classified
automatically as they come in -- providing even more rapid service
to citizens.
Salesforce expects the solution to result in a substantial
increase in citizen engagement. Since the deployment, Salesforce
metrics reflect an increase in online case volume and call volumes
of 68 and 10 percent, respectively, and a 23 second reduction in
the average call length.
Comments on the News
"Our mission is to have our
citizens connect with us in the the same way that they connect with
their friends and family," said Christine
Binnicker, deputy chief information officer, City and County
of Denver. "Ensuring our employees
are engaged, that loops will be closed and that issues will be
resolved quickly is a top priority for our city."
"Today, technology has the power to connect people and agencies
like never before, and forward-thinking cities like Denver are increasingly adopting social,
mobile, cloud and intelligent technologies to interact with
citizens in smarter, more modern ways," said Dave Rey, executive vice president, Public
Sector at Salesforce. "We're excited to work with Denver to help connect with its citizens in
powerful ways, all while saving money and increasing engagement
across the board."
About Salesforce
Salesforce, the world's #1 CRM
company and Intelligent Customer Success Platform, empowers
companies to connect with their customers in a whole new way. For
more information about Salesforce (NYSE: CRM), visit:
www.salesforce.com.
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SOURCE Salesforce