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CH2M and Costain receive partner innovation award for improving customer contact experience at East Sussex Highways

As a recipient of the Salesforce 2016 Partner Innovation Award, the two firms provided over 2,000 miles of highways maintenance, management, improvement schemes and services in East Sussex.

LONDON, UK, 10 January, 2017 /PRNewswire/ -- Salesforce recently selected East Sussex Highways, a joint venture of CH2M, Costain and East Sussex County Council, as a recipient of the Salesforce 2016 Partner Innovation Award, recognizing the team’s contributions to customer success in the Public Sector. As part of the joint venture, the two firms are providing over 2,000 miles of highways maintenance, management, improvement schemes and services in East Sussex.

Aiming to transform how the public communicates and reports roadway issues they’re encountering on the East Sussex Highways network, the firms joined forces with consulting partner, makepositive, to implement a creative customer service solution. The chosen solution is a cloud-based Salesforce platform which allows highway travelers a quick and effective outlet to report issues and receive timely updates on impacts to schedules and existing problems.

“CH2M and Costain’s commitment to put East Sussex customers at the heart of our service first led us to partner with makepositive and Salesforce, and ultimately, this innovative partnership led to a much improved traveller experience overall for the public using this stretch of roadway,” said Peter McDermott, CH2M’s Director of Highways in the UK.

Salesforce customer service platform

The end-to-end Salesforce customer service platform includes social and mobile elements, such as a chat service and a mobile app. Since implementation, the East Sussex Highways team increased the number of customer cases managed per agent by 60 percent. The mobility of the platform also significantly reduces response times, since maintenance crews can conduct work and communicate with customers on-the-go.

The Annual Salesforce Partner Innovation Awards recognize the incredible work performed by Salesforce partners and consultants to deliver customer success. East Sussex Highways and makepositive are among over 20 winners recognized for their commitments to embracing innovation and revolutionizing business. The winners received their award at Dreamforce 2016, the world’s largest enterprise software event.

About CH2M

CH2M leads the professional services industry delivering sustainable solutions benefiting societal, environmental and economic outcomes with the development of infrastructure and industry. In this way, CH2Mers make a positive difference providing consulting, design, engineering and management services for clients in water; environment and nuclear; transportation; energy and industrial markets, from iconic infrastructure to global programmes like the Olympic Games. Ranked among the World’s Most Ethical Companies and top firms in environmental consulting and programme management, CH2M in 2016 became the first professional services firm honoured with the World Environment Center Gold Medal Award for efforts advancing sustainable development. Connect with CH2M at; LinkedIn; Twitter; and Facebook.

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