01. Custom CRM build
3018, Emma custom CRM
Custom CRMUnified multichannel queueDistress-signal detectionRealtime supervision
- Client
- 3018
- Scope
- Emma, the listeners’ workstation
- Channels
- Chat, phone, email, WhatsApp, Messenger
- Role
- Freelance consultant
The starting point
3018 is the French national hotline for protecting minors online, run by the e-Enfance association. I first came in to work on the 3018 service itself. Day to day, listeners juggled several channels and scattered information, and the tool reached its limits when cases turned urgent.
What changed
Today, listeners work on Emma, a single workstation designed for them. Every channel (chat, phone, email, WhatsApp, Messenger) lands in one queue. Distress signals are detected automatically and suicide-risk cases rise to the top. Each case is documented in a structured, exportable file, and supervisors follow activity in real time. Everything is hosted in France, on sensitive data, with a full audit trail.
What it proves
Designing and shipping the custom Emma CRM: its multichannel queue, integrated telephony and sovereign AI, on highly sensitive data.