The Met Police enhances public engagement with efficient, scalable digital service
The Metropolitan Police Service implemented Sprinklr's unified customer experience management (Unified-CXM) platform to efficiently manage growing public engagement on digital channels, saving thousands of work hours and providing more personalized customer service.
The Challenge
The United Kingdom’s Metropolitan Police Service is charged with keeping Greater London safe for its more than 14 million residents.
The law enforcement organization also endeavors to be the most trusted police service in the world. Since engaging with the public has proven to both reduce crime and build public confidence, The Met set out to build a modern, best-in-class digital communication and engagement strategy.
“As methods of communication change, it's also important for the Met to change how they engage with the public and communicate with them,” says Digital Contact Manager Salma Siddique.
“Research told us that the public wanted to engage on modern channels, and, as a public sector organization, we need to be where the people are,” adds Christopher Gooch, Head of Digital, Metropolitan Police Service.
What we aim to do is leverage the full capability within Sprinklr to increase citizen satisfaction, to increase employee engagement, to reduce agent burden time, increase productivity, and harness new capabilities within the platform, such as AI and automation, to ultimately deliver a better, more efficient, and trusted service to members of the public.”
The Solution
Sprinklr has enabled the Metropolitan Police not only to engage across digital channels, but also to do so from one unified customer experience management (Unified-CXM) platform.
“Compared to systems that we've used previously, this is a much more effective and efficient platform,” says Siddique. “I can honestly say it's been a game-changer for the social media team.”
Sprinklr Service allows customer service agents to respond to incoming messages quickly and efficiently, regardless of the digital channel. Leveraging macros for processes that were previously manual has saved agents more than 3,000 days worth of work. With reduced manual workload, they’re able to focus on providing excellent, personalized customer service.
“The digital vision is for the experience of contacting the police through digital channels to be as reassuring, helpful, and personal as approaching a police officer on the streets,” says Siddique.
