By using our CRM within the control room and on the front desk you give the whole organisation a holistic view of what’s happening. If a member of the public visits a number of stations with the same complaint and makes calls to 999 it will be instantly visible that this person has already made contact and all the relevant notes to the incident will be available.

As the demographic of the population changes and people become more tech savvy, it will steer some of the public demand away from the phones and on to the website, where they can obtain useful information, report low-level crimes easily, track the outcome and chat to an operator via web chat.

If someone with poor mental health is identified and is a repeat caller, the call operator can instantly retrieve on screen their previous calls, their history and, once captured, a relative or carer’s contact method. By having instant access to this type of information, the operator can alert the correct persons or update third party services and be confident that emergency vehicles do not need to be dispatched or assigned to the case.

CRM feeds information into management reporting systems to give detailed performance reports. Plus, any voice traffic or required screen grabs can be stored for auditing, training and complaint resolution. Giving your team peace of mind that should they need to provide evidence, stats or insight, it’s readily available.

Gaining forward insight on the person on the other end of the phone massively reduces the time and workload for the call operator – having historical data within seconds and confirming details instead of searching for them speeds up the response time.

Along with reduced response times, it enables the call operator to assign the correct resource to the call – saving time, resource and ultimately lives by having the right resource on scene at the highest priority incident.