SCA keeps streets clean and drivers safe with Agentforce.

Sweeping Corporation of America is the only national street sweeping company in the United States. Trusted by municipalities, state governments, and companies, SCA’s 1,700 trucks keep roads clear.

Dispatchers needed time for personalized customer interactions, while drivers needed streamlined tools on the road.

SCA is on a mission to keep America’s roads clear and safe — no matter the obstacle. From removing Mardi Gras beads stuck in sewer drains to clearing hurricane debris, their power sweepers and jet-vac trucks ensure communities stay clean, accessible, and prepared for whatever comes next. With 60 locations across 21 states, SCA delivers fast, reliable services for customers ranging from small municipalities to big construction companies.

Over the past five years, SCA has grown rapidly through acquisitions, each introducing its own dispatching processes and systems and leaving SCA without a unified customer relationship management (CRM) platform. Staff have relied on over 20 systems to create work orders and schedule routes, with each location managing these tasks differently. 

For example, when a municipal customer requests a sweeper after a street festival, dispatchers across each location use their own manual processes and paper forms to retrieve customer information and create a work order. Once job details are gathered, dispatchers must coordinate driver routes, often without visibility into overlapping jobs at other sites. With over 4,000 requests each month, the lack of a unified system and standardized scheduling process bogged down customer service reps in day-to-day work and caused delays for customers. 

Drivers were also delayed. For instance, if a driver’s route was blocked by a road closure, they’d have to pull over, call a dispatcher, and wait while the dispatcher swiveled between databases to look up jobs and schedule the driver. Without a unified scheduling system, dispatchers couldn’t quickly assign a new task or adjust the existing route. This sometimes left drivers waiting for directions in tough conditions — like cleaning up streets with downed powerlines or navigating a highway in a zero-visibility snowstorm.

“We need to make sure that we have all of the right technologies in place to support those drivers when they're alone on those roads in the middle of the night,” said Jean Souliere, SCA’s Chief Strategy Officer and Chief of Technology.

SCA knew they needed a way to streamline operations to provide faster service to their customers, keep drivers safer out in the field, and give customer service reps more time for strategic work.

Autonomous scheduling and more flexible dispatching options with Agentforce deliver speedier customer service.

Agentforce, the agentic layer on the Salesforce Platform, will give SCA’s customers a faster, more efficient booking experience to receive community-critical services. Instead of calling dispatch and waiting on hold, the City of New Orleans might simply text SCA, "I need a street sweeper for Bourbon Street after the parade." Agentforce will be able to instantly pull up the city’s service history from Service Cloud, suggest the best time slots based on driver availability, location, and the city's needs, then schedule the job. If changes are needed, such as adjusting the timing due to unexpected road closures, the city can text Agentforce again to quickly handle rescheduling, all while using natural language.

With customers able to self-serve through Agentforce, dispatchers will be able to focus on selling customers additional services, setting up contracts, or advising them about which services they might need. “By reducing their day-to-day tasks, you then take those really good dispatchers and put them in a room with a bunch of data so they can use the insights to guide the business and increase our margins, increase our route density, and then obviously increase overall profitability,” said Souliere. 

Agentforce paves the way for increased driver safety and better resource management.

The Field Service mobile app, integrated with Agentforce, will allow drivers to manage their schedules and resolve issues directly from their tablets or phones, in the language they prefer. For example, if a driver arrives at a parking lot for a sweeping job and finds the gate closed, they will be able to ask Agentforce for help through the Field Service app. Agentforce will automatically connect the driver via their preferred communication method to the job's point person, who will either unlock the gate or send the driver along to their next job. Rather than calling a dispatcher and waiting on hold while they look up and call the right person, the driver will have 24/7 assistance in the field to navigate obstacles. 

Agentforce’s assistance in the field goes beyond efficiency — it’ll also help keep drivers safe. SCA’s drivers often work in tough conditions, such as clearing streets in communities hit by natural disasters or navigating dark roads during late-night shifts. Drivers will soon be able to call on Agentforce hands-free from their tablets just like a dispatcher, and Agentforce will support with voice answers to questions like, "There’s construction along my route. Should I reschedule the job?” Agentforce will either autonomously provide rerouting guidance or connect the driver with a live dispatcher for help.

In the case of an emergency, like a sudden vehicle malfunction, accident, or unsafe road condition, SCA envisions using Agentforce to take action on real-time vehicle data collected from truck telematics. For instance, if the system detects a rapid slowdown or a vehicle going off-track, Agentforce Voice could ask, “Are you hurt?” If necessary, it could alert first responders or inform the driver that a tow truck is on the way. Agentforce’s natural language processing enables it to understand conversational language and deliver warm, reassuring responses in an emergency. "To support our drivers, we want to inject empathy in our interactions, whether that’s with humans or systems,” said Jonathan Sisler, CEO of SCA.

The proactive safety features and instant assistance will not only keep drivers safer, but are also an attractive benefit in SCA’s efforts to hire and retain hard-to-find talent. Drivers with the right skills are in high demand from other companies, so demonstrating their commitment to improving driver wellbeing helps SCA stand out as an employer.

With Agentforce, SCA is enhancing customer service speed, empowering representatives to focus on business growth, and ensuring drivers stay safe and efficient on the road.

Salesforce was the missing piece that allowed SCA to unify its operations on one integrated platform, and Agentforce is now their key to moving faster and with better service. “The reason we've signed up with Salesforce is to build a common operating platform for all of our locations,” said Souliere. With a digital labor platform, they can support customers around the clock through a convenient text exchange. “The vision is to be more productive, more efficient, while increasing customer engagement and making sure our customers feel well taken care of.” Souliere projects savings of $10 million from boosting productivity and optimizing driver routes.

SCA's dispatchers rely on Salesforce's Service Cloud to create schedules and dispatch drivers. Now Agentforce, seamlessly integrated into Service Cloud, can autonomously schedule jobs, optimize routes, and dispatch drivers, which means dispatchers don't have to deal with 20 different systems across SCA's locations. “We want to centralize dispatch, sales, and our call center – all shared services – and deliver a great experience for our locations,” said Souliere. Plus, with voice-activated in-cab controls and an easy-to-use Field Service mobile app, Agentforce empowers drivers to stay safe and work efficiently.

By streamlining operations and enhancing the customer experience, Agentforce helps SCA deliver on its mission to keep their communities moving with clear, well-groomed streets.