New CRM-based Case Management Streamlines INTERPOL Washington Investigations

Microsoft Corp. (Washington, DC) —

INTERPOL Washington — the American branch of the International Criminal Police Commission — supports almost 18,000 U.S. law enforcement agencies and 189 member countries seeking assistance in investigations of fugitives, financial fraud, drug violations, terrorism and violent crimes. A new solution built on the Microsoft Dynamics CRM (Customer Relationship Management) software platform now allows INTERPOL Washington to automate tasks to more efficiently allocate personnel resources to handle an ever-increasing caseload.

Microsoft Dynamics CRM provides a sophisticated workflow framework to automate case tasks and minimize manual, repetitive processes, allowing INTERPOL Washington staff to focus on more strategic analytical work while also accelerating the resolution of inquiries. The solution receives case incident notification alerts from external law enforcement agencies, including the FBI, NLETS, the Department of State, and the Department of Homeland Security, Customs and Border Patrol, and automatically generates inquiries in Microsoft Dynamics CRM from incoming communications. In 2012, more than 200 million INTERPOL passport checks were conducted, and more than 18,000 incident alerts were processed by the system.

“We are now able to search case information in minutes rather than hours, and have the ability to automate and create ad hoc workflows eliminating manual processes and increasing organizational productivity. Automation has helped INTERPOL Washington effectively support the national expansion of INTERPOL services to domestic law enforcement agencies,” says Wayne Towson, the CIO of INTERPOL Washington.

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