Horowhenua District Council Antenno Integration

The Digital Challenge 

Antenno reports from residents required manual entry into Authority CRM. The time-consuming task of re-keying every request by hand left staff with less time to focus on higher priority work. Without integration, the administrative burden would only grow as request volumes increased.

The Vision

Resident reports submitted through Antenno are received directly in Authority CRM, without manual handling. Staff are freed from the administrative burden associated with data duplication and are able to focus on higher priority work, supporting better service delivery across the council. By embarking on this project, Horowhenua District Council collaborated with Symphony3 to modernise how residents communicate with council, ensuring every request reaches the right person without delay.

The Solution

Working in collaboration with Horowhenua, Symphony3 implemented a one-way SmartGlue integration between Antenno and Authority CRM. Key components include:

• CRM Creation - A CRM record is created in Authority automatically when a resident submits a report through Antenno.
• Full Data Capture - Report details including description, address, contact information, issue category, location, and attachments are captured and stored against the record.
• Response Link - A direct link is included in each CRM record, allowing customer service staff to respond to the resident through the Antenno portal.
• Category Mapping - Antenno report categories are mapped to Authority CRM categories, with a triage step for recategorisation where needed.
• SmartGlue Logging - Integration logging and error notifications are enabled through SmartGlue, ensuring any failed requests are identified and reprocessed promptly.

Transformative Results

• Resident reports submitted through Antenno are received directly in Authority CRM.
• Staff are freed from manual entry and able to focus on higher priority work, supporting better service delivery across the council.
• 93 CRM records created per month since go-live on 11 December 2025.

Testimonial

"Working with Symphony3 has been a positive experience for our Council. Their flexibility and collaborative approach were key to the successful replacement of our middleware solution, which had become unsupported. Symphony3 provided exceptional support and continuity, quickly troubleshooting issues as they arose. Drawing on their technical experience and existing relationship with our ERP provider, they were able to advocate on our behalf to maximise efficiencies with the solution.

Their SmartGlue integration platform has enhanced our operations by seamlessly connecting our core ERP system. This has allowed us to have real-time data syncing where previously it took up to 24 hours. We now have a roadmap of enhancements that will be easy for us to implement in the future, delivering capabilities that weren’t possible previously. What sets Symphony3 apart is their collaborative approach.

They engaged closely with our team, involving us in workshops and training sessions, which has fostered a strong and productive partnership. We’ll be continuing to work with Symphony3 and their SmartGlue Integration platform to further enhance our operational efficiencies. By integrating our back-end systems with our front-end systems, we’ll be able to provide a better service to our community through a more seamless experience."

- Nicki Brady, GM Capability and Transformation, Horowhenua District Council

The Symphony3 Difference

Symphony3 delivers a cloud-based service combined with a human touch - we call it SWAS (Software with a Service). We work closely with our clients on every engagement and ensure you are supported once the solution goes live. It is an approach that is collaborative, and flexible, and ensures you get technical advice tailored to your organisation.