COMMUNITY RELATIONSHIP MANAGEMENT (CRM) FOR LAW ENFORCEMENT

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1 GOVERMENT AGENCY LEARNING SERIES COMMUNITY RELATIONSHIP MANAGEMENT (CRM) FOR LAW ENFORCEMENT PRIVATE SECTOR BEST PRACTICES APPLIED TO THE PUBLIC SECTOR

2 GOVERNMENT AGENCY LEARNING SERIES COMMUNITY RELATIONSHIP MANAGEMENT (CRM) FOR LAW ENFORCEMENT: Private Sector Best Practices Applied to the Public Sector Customer service drives success. The private sector operates on three basic pillars of customer service: Service What do you do for your customers? Communication How do you interact with, inform, and respond to your customers? Feedback How do you learn from your customers to constantly provide better service? Maintaining these three pillars can be expensive if you re doing everything manually. That s why the private sector leverages technology to automate as much of this as possible. All of their automated marketing, customer ticketing, and feedback gathering tools are connected to one foundational piece of software: a Customer Relationship Management (CRM) platform. This is a workflow you ve experienced in your private life. For example, e-commerce companies have an automated customer service system that sends you communication when you purchase something, when your item has shipped, and when there s a great sale to take advantage of. E-commerce companies manage over 95% of their customer interactions automatically. Customer gets a receipt with more information immediately Customer gets shipping notification with ability to track their item Customer gets follow up surveys to help improve the process Customer gets targeted marketing s to improve their perception of the company Imagine if these companies didn t send these communications to their customers. They would have to field hundreds of thousands of calls a day from customers asking for information. Customer Relationship Management is a need-to-have for companies in the private sector. 01

3 GOVERNMENT AGENCY LEARNING SERIES Applying the CRM concept to law enforcement with Community Relationship Management We believe that many aspects of Customer Relationship Management are directly related to servicing the law enforcement mission as well. In fact, we built an automated customer service platform that can be easily utilized by any law enforcement agency. It s called Engage, and it s the world s first Community Relationship Management (CRM) platform. Utilizing an integration with your computer-aided dispatch and record management system, Engage automates the routine follow-ups and day-to-day community engagement performed by law enforcement agencies. The basic workflow can be configured to an Agency s needs, but the principle remains the same as in the private sector: Service The CRM platform automatically creates, manages and audits all non-emergency requests. It notifies the appropriate personnel on what needs to be accomplished, and allows them to collaborate on the requests directly. Additionally, it manages interactions with crime victims, ensuring that no request or investigation is left unattended. Communication All crime victims and service requests go through a process of closing the loop of communication. Citizens are notified immediately via , SMS or letter with updates on their investigation or request, all the way to completion. This is similar to how E-commerce companies send you s confirming your purchase and updating you with shipping information. Feedback Surveys can be sent automatically to crime victims and citizens who request service. These surveys can help you quantify their experience with the personnel they interacted with. This results in hard performance data that can be utilized to identify areas of improvement. 02

4 GOVERNMENT AGENCY LEARNING SERIES Just like the private sector, law enforcement agencies are interacting with more customers than they can handle manually. Unlike the private sector, however, law enforcement agencies haven t had the ability to automate the process, resulting in tons of manpower hours wasted. Engage not only automates this process, but it also improves public perception by ensuring that no citizen gets left behind. How Can Community Relationship Management Impact My Agency? Research conducted by Google and CEB Global shows customers who are emotionally connected to a brand (like your law enforcement agency) are twice as likely to purchase a product or service and are four times more likely to defend their purchase decisions. Aside from happier customers, the private sector also saw tremendous increases in operational efficiency. Organizations saw a 40% increase in their staff productivity after they implemented a CRM platform. can help your law enforcement agency... Save Get an Engage MILLIONS 11x RETURN 800% of dollars a year on investment more citizens SPIDR Tech s customers are seeing the same positive results when implementing SPIDR Engage. In fact, Return on Investment (ROI) estimates show that using Engage brings law enforcement agencies more than a 10x return, and can help engage millions more citizens. 03

5 Start optimizing and automating your customer service. If you re interested in learning more about Engage, visit the link below. or contact us at (877) 7GOVCRM

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