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Customer Support

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Customer Support – For U.S. Customers Only
The 3M Electronic Monitoring 24/7 full service monitoring center provides customer support over a secure 800 number. Customer Service agents have undergone extensive training and provide customer support and troubleshooting to officers 24 hours a day/seven days a week/365 days a year. Officers can contact staff trained to quickly and accurately answer questions regarding offender activity, equipment activation, mapping and more.

We take great pride in having the ability to meet our customers' needs and provide superior customer service. In addition to accepting incoming calls from officers, our 24/7 customer call center provides comprehensive services to include outbound calls to offenders and outbound calls to officers. Our goal is to resolve alerts as they occur, thereby reducing the number of violations forwarded to agency staff. Providing offenders immediate feedback and instructions for resolving alert conditions can help to reduce officer workload and minimize unnecessary overtime.

Professionally trained customer service agents

  • Bilingual specialists – Spanish, French and Creole
  • Team Lead on every shift – supervises all CSAs and handles escalated calls
  • Quality Assurance Coordinator - Evaluates center operations to ensure 3M Electronic Monitoring standards by reviewing, monitoring and evaluating customers' recorded calls and confirms that policy and procedures are being followed
  • Customer Call Center Supervisor and Monitoring Center Manager

The customer call center is also TTY capable. This system is used by individuals that are deaf or hearing impaired. Users can place a call using a TTY device and communicate through written text rather than speech.

Customer Support – For Customers Outside the U.S. Only
Welcome to 3M Electronic Monitoring's online customer support, a tool that enables customers outside the U.S. to check the status of inquiries you have submitted to 3M Electronic Monitoring’s technical support team.

Click here to log in to online customer support service

Use this tool to register and track support calls at any time, 24/7.

Getting started is easy. Simply log in with the user name and password provided to you by your account manager.

  • View the status of your support call using the view service calls list link
  • Update your support calls using the update link
  • Log additional questions or problems using the submit a service call link
  • You can only view support calls assigned to your account, either logged by any of your account's authorized users or by the 3M Electronic Monitoring technical support team

Support for customers outside the U.S. is also available 24/7 by phone: +1-877-677-5193

 

 
 

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Integrated Monitoring

3M Electronic Monitoring delivers greater value and enhanced operational efficiencies via a suite of high-end technologies working seamlessly together over a single software platform. Read more about the Integrated Monitoring Platform.

 

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