Empowering Asset Maintenance Teams with connected Asset Management workflows and processes
How Broken Hill transformed their asset management function
In 2024, Broken Hill Council engaged Symphony3 to work with iAM Omni on a new Asset Management system. The brief was to Empower employees in the field, and to bring vast improvement to asset management and ERP systems in the process.
With the SmartGlue connecting iAM Omni and Civica CRM, council streamlined operations, reduced errors and enhanced field staff productivity.
Faster Fault Resolution
Hours Saved
Asset Data Enrichment
"Integrating iAM Omni with Civica has transformed our operations. Seamless dataflow eliminates manual entry and errors, elevating customer service responsiveness with real-time updates. Our streamlined workflows have strengthened community engagement and delivered unmatched efficiency and transparency across the council."
Strategic Asset Coordinator
Broken Hill City Council
The Digital Challenge
Broken Hill Council was working with two disparate systems (iAMOmni and Civica CRM) to manage its assets and infrastructure. Both systems were effective as standalone systems but when combined council was presented with critical challenges in managing its infrastructure:
Manual asset management processes resulted in:
- Double-handling of jobs in multiple systems
- Limited workflow visibility
- Poor and incomplete asset and infrastructure data
- Poor communication between call centre and field staff
- High administrative and reporting costs
These issues ultimately meant:
- widespread errors
- slower service delivery with frequent delays in delivering routine jobs
- Poor customer service and communication
The Vision
Broken Hill Management wants to transform asset and facilities management through seamless, live integration between CRM and Asset Maintenance, enabling real-time information flow, task automation, and mobile access for field teams.
The Breakthrough Solution
Symphony3 was engaged to deliver this vision in partnership with iAM OMNi. Symphony3’s SmartGlue SWAS (Software with a Service) solution was chosen and resulted in near immediate success.
SmartGlue delivered:
- Two-Way (Bi-directional) API Integration between Civica CRM and iAM Omni for real-time data synchronisation.
- with minimal input required from council IT staff in the design and build phases (meaning council IT resources could focus on BAU and other projects)
- with Symphony3 onsite to assist with testing and go-live. Field maintenance and asset management teams were supported throughout the process.
The solution was implemented quickly and cost-effectively using reusable components from the SmartGlue marketplace.
New functionality was available to Broken Hill immediately, including:
Automated Data Flow
Transmitting call centre data directly to field staff via the iAM Omni App.
Mobile Accessibility
For field workers to manage tasks and submit updates in real time.
Automated Task Closure
Syncing completed field work directly into the CRM without manual input.
Transformative Results
The solution began delivering a Return on Investment (ROI) immediately though:
- a dramatic reduction in manual processes, improving accuracy and reducing admin workload.
- quicker task turnaround with timely and precise information shared with field teams.
- enhanced record accuracy through automation.
- more efficient resource deployment across asset management operations.
- improved Customer Service and communication with the community.
What’s Next
Broken Hill Council now operates with a modernised asset management system and is well-positioned to expand integration across other departments and services. Council has since integrated digital systems with AI to streamline customer services and is actively exploring integrations between Civica and other core systems.
The Symphony3 Difference
Symphony’s SmartGlue solution helps councils connect, automate, monitor and secure integrations between systems. We help our clients streamline their processes delivering massive cost and time savings while enhancing service delivery to their community.
