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City and County of Denver Implements Salesforce 311 Solution to Connect With Citizens in Smarter, More Modern Ways

New solution increases engagement between citizens and local agencies — everything from reporting potholes to registering new vehicles

Washington, D.C.— April 4, 2017—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The City and County of Denver struggled with an unsupported and outdated 311 call center that lacked basic functionality, such as an internal knowledge base, modern call routing or a mobile app extension of 311 services.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 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.”

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