GMP launches innovative CRM system

Within weeks of rolling out its web-based ‘dashboard’ to provide
up-to-date emergency call handling and attendance statistics, Greater
Manchester Police (GMP) has launched a call handling system that
automatically retrieves callers’ details.

May 13, 2010
By Paul Jacques
Picture: BRC

Within weeks of rolling out its web-based ‘dashboard’ to provide up-to-date emergency call handling and attendance statistics, Greater Manchester Police (GMP) has launched a call handling system that automatically retrieves callers’ details.

The new customer relationship management (CRM) system is designed to provide an at-a-glance breakdown of the caller’s most recent calls to police, giving call-handlers instant access to a wealth of information.

Call-handlers have always been able to access details of calls connected to the telephone number the person is using, but the new system will automatically show this data, saving time and enabling them to deal with the call more efficiently than before.

For example, by displaying the caller’s personal details and recent history of police contact, the system will make it easier and quicker for call-handlers to identify potential repeat victims or vulnerable people.

GMP believes the system will enable it to better understand the needs of the caller.
Superintendent Karan Lee of the force’s operational communications branch said: “We now have the caller’s needs at our fingertips. This is all about providing a great service for the people of Greater Manchester.

“Until now we have been able to access a caller’s history, but this breakthrough technology will enable us to see that information as soon as the call is answered.

“When a call-handler receives a call, the system will automatically display details of the caller.

“The system will then display recent history on the caller’s number and when and why this person contacted the police before, allowing the call-handler to determine whether the individual is vulnerable or a repeat victim. This means any ongoing problems are instantly flagged up.

“This is one of the most exciting technological leaps forward we have made in recent years.
“I believe public confidence in our ability to handle their calls will increase as a result. It also gives added confidence to the people taking that call that they have the right tools to better help the caller.”

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