Digitised end to end processes for the world’s first, industry-led initiative to dispose of unwanted paint.


We have used Symphony 3 for a number of digital projects over the last few years.

Karen Gomez, CEO Paintback


Paintback®, established in 2016, is a world-first, industry-led initiative designed to divert unwanted paint and packaging from ending up in landfill and vital waterways. Most importantly, Paintback is driven by the Australian paint industry and the major companies that supply around 95% of all the architectural and decorative (A&D) paint sold in Australia. Paintback’s founding members are Dulux, Haymes, PPG, Resene and The Sherwin-Williams Company.

Along with disposing of waste paint responsibly, Paintback is committed to researching new ways to repurpose unwanted paint materials.

The Challenge

Paintback’s collection and disposal processes are Australia-wide with many locations, numerous partners and hundreds of collection and disposal variables.

Paintback needed to develop a powerful digital front-end integrated with a CRM system capable of managing sophisticated case management processes to manage its growing customer base.

The Solution

Over a period of 3 years, Symphony3 worked with Paintback to deliver the outcome, a streamlined end-to-end process for collection and disposal of unwanted paint.

Assist with developing CRM specifications and finding a suitable CRM supplier Provision of CRM expertise to ensure the CRM was successfully installed and configured Development of a new smart website integrated via middleware with the CRM.

The Outcome

Paintback have successfully rolled out a streamlined end-to-end process for collection and disposal of unwanted paint, using a smart front-end website, integrated with MS Dynamics CRM, configured on Drupal.

Customers can search and find their nearest

Key Takeaways

  • Delivery of end-to-end case management of paint pick-ups and disposal
  • Sophisticated case management processes built in MS Dynamics
  • Integrated with smart front-end website and mapping features
  • Streamlined communications via SMS, email and website
  • Scalabilty and efficiency of system supports growth in customers and locations


  • Integration
  • CRM configuration
  • Smart website
  • Process mapping

Contact us