New Snap Send Solve Integration

Symphony3 has developed a new connector that integrates Snap Send Solve with the CRM module of Civica Authority, now available on the SmartGlue marketplace. The SmartGlue connector enables two-way data flow between the platforms, allowing community reports submitted through Snap Send Solve to be automatically created as customer requests in Civica Authority.

The connector was developed and launched with Murrindindi Shire Council, and is now available to any council using Civica and Snap Send Solve Enterprise.

Symphony3 plans to extend the connector to other systems, beginning with Infor Pathway and expanding to additional council CRM and asset management platforms.

How Murrindindi Shire Council Is Using It

Murrindindi Shire Council has used the connector since going live on 17 December 2025. Streamlining how community issues are reported and resolved. The integration replaces manual email handling by automatically creating customer requests in Civica Authority when residents submit issues via Snap Send Solve. Requests are categorised, enriched with location and contact details, and ready for action within minutes, without double handling.

By End of Year, the Two-Way Integration Is Projected to Deliver:

• Up to 1,900* automated interactions: Extending the same level of automation across the full-service lifecycle, from community reporting through to resolution and updates.
• Over 900* hours of staff time reclaimed: Equivalent to more than 22 full working weeks of administrative effort removed.
• More than $43,000* in cost savings: Driven by reduced manual handling, system switching, and duplicate processing across both platforms.

What This Delivers for Councils

• Hours saved every week: Eliminates double handling and system switching, with customer service staff reclaiming half a day or more each week.
• Faster response times: Requests move straight from report to action, reducing delays between an issue being raised and addressed.
• One system, end-to-end: Staff can update residents, close requests, or refer issues to third-party authorities such as VicRoads, all from Civica Authority, with updates synchronised back to Snap Send Solve.
• Clear communication, happier residents: Automatic updates improve transparency, reduce follow-up enquiries, and strengthen trust between council and community.

By integrating Snap Send Solve with Civica Authority through SmartGlue, councils can reduce manual effort, respond faster, and deliver better outcomes for their communities. - Thomas Hynes, Chief Executive Officer, Symphony3.

Integrations like this are important for councils. The faster a report gets into the right system, the faster it gets resolved for the community. - Danny Gorog, Chief Executive Officer, Snap Send Solve. 

About Symphony3

Symphony3 helps local governments simplify digital transformation through smart, secure, and integrated solutions. Its SmartGlue platform connects systems, automates workflows, and reduces operational complexity for councils. www.symphony3.com

About Snap Send Solve

Snap Send Solve is a digital platform that enables residents to easily report local issues to councils and authorities using their mobile device or web browser. By allowing users to submit a photo, location, and description in seconds, Snap Send Solve helps improve the quality of reports and supports more efficient, responsive local services. www.snapsendsolve.com 

About Murrindindi Shire Council 

Murrindindi Shire is situated on Melbourne's peri-urban fringe. The Shire spans 3879 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. www.murrindindi.vic.gov.au

* Refers to estimates till end of Dec 2026 based on first quarter data.