* Hundreds of hours saved per annum of manual handling eliminated
* Tens of thousands of dollars saved per annum
Automated transactions in since Dec 2025
Background
Murrindindi Shire is situated on Melbourne's peri-urban fringe. The Shire spans 3,879 square kilometres and encompasses the charming rural townships of Alexandra, Eildon, Kinglake, Marysville and Yea. The Shire benefits from great natural beauty and tourist attractions such as Lake Eildon, picturesque national parks, the Great Victorian Rail Trail and access to Victoria's snowfields.
Symphony3 has worked with Murrindindi Shire Council to develop a two-way integration between Snap Send Solve with the CRM module of Civica Authority. Streamlining how community issues are reported and resolved.
The Digital Challenge
Councils increasingly rely on Snap Send Solve to let residents quickly report local issues. However, managing those requests internally often meant:
- Manual data entry into the CRM.
- Staff switching between systems.
- Inconsistent updates back to residents.
- Limited visibility of actions taken.
Murrindindi council needed a way for customer service teams to manage requests entirely within their CRM, while keeping Snap Send Solve fully up to date.
The Vision
Deliver a single, connected service workflow that:
- Moves community reports straight into the CRM.
- Keeps Civica as the single source of truth.
- Pushes updates back to residents automatically.
- Removes manual entry and system switching.
- Creates a complete, auditable interaction record.
- Scales easily across council services.
The Solution
Using Smart Glue, Symphony3 delivered a robust two-way integration between Snap Send Solve and the Authority CRM module.
Two Smart Glue connectors were deployed:
- Automatically create CRM requests when Snap Send Solve incidents are received.
- Push CRM updates, comments, reassignment actions, and closures back to Snap Send Solve.
All actions are logged, auditable, and synchronised in near real time.
How It Works
- A resident submits an incident via Snap Send Solve.
- Smart Glue creates a matching request in Authority CRM.
- The CRM number is written back to Snap Send Solve as the reference.
- The incident is automatically set to In Progress.
- Customer service teams manage the request entirely within the CRM.
From the CRM, staff can:
- Send comments directly to residents.
- Reassign incidents to external authorities. (e.g. VicRoads)
- Close the request, which automatically closes the Snap Send Solve incident.
No system switching. No duplicate data entry.
Transformative Results Based on First 12 Weeks
End-to-End Automation in Action
- Automated Request Creation: Roughly ~300 CRM requests created automatically from Snap Send Solve submissions, eliminating manual rekeying and email handling.
- Two-Way Communication at Scale: More than 400 updates sent back to Snap Send Solve directly from Civica, keeping residents informed without additional staff effort.
Smarter Case Handling and Better Outcomes
- Low Reassignment Rates: Fewer than 10% of incidents required reassignment, indicating higher-quality reporting and better routing from the outset.
- Faster Response Times: Requests move directly from report to action, reducing delays between an issue being raised and work commencing.
- Improved Customer Experience: Residents receive timely, consistent updates throughout the request lifecycle, improving transparency and confidence in council services.
The Symphony3 Difference
Real Results
- Circa 900 manual handling hours can be eliminated per annum.
- Potential cost savings of $43,000 per annum.
- Live in weeks; saved ~$7,000 in the first 12 weeks.
- Smooth customer experience: submit report → open email → receive live updates on status.
- High satisfaction from Murrindindi Shire Council.
* Refers to estimates till end of Dec 2026 based on first quarter data.