Singleton Council

Faster resolution of water issues for the community

1,000

Hrs

Thousands of hours saved through automated processes

$

10,000

Tens of thousands of dollars saved

Real Time 24/7 Data Syncing

It was essential for us to partner with an organisation we could trust and rely on to work with our existing system to ensure accurate and timely integration of our data.

- Kirsty McDonnell - People and Culture Advisor ‑ Projects and Analytics - Singleton Council

Background

Singleton Council is situated in the Hunter Region of New South Wales, around 200 kilometres north-west of Sydney. Sitting on the banks of the Hunter River, the area is home to an estimated population of around 23,000 people. As the biggest contributor of mining royalties in NSW, Singleton is a significant economic hub for the state.

Singleton

Singleton Council's water and sewage team worked with Symphony3 to automate service requests between its CRM system, Civica Authority, and works management system, Retriever. This removed manual handovers between systems, reducing delays and minimising errors.

The Digital Challenge

Singleton Council's customer service and field teams worked in separate systems. Service requests moved from Civica Authority to Retriever by hand. The process was slow and error prone. Requests were missed and data needed to be entered twice. Field workers waited on information that should have already been there. When the handover failed, residents waited longer for water and sewer issues to be resolved.

The Vision

Replace a fragile manual process with a reliable, automated integration solution. Customer service teams work in Authority, and field workers work in Retriever. The integration keeps both in sync, with service requests moving seamlessly between systems, enabling faster response times for water and sewer issues across the community.

The Solution

A SmartGlue integration platform was implemented to:

Automatically transfer service requests including job details, address and images from Authority to Retriever.
Sync the full property address list daily from Authority to Retriever.
Push field worker job updates and notes from Retriever back to Authority in real time.
Automatically close tasks in Authority and send Retriever generated reports upon job completion.
Create a new CRM record in Authority when a job is raised directly by a field worker in Retriever.

SmartGlue in Action

Singleton

Transformative Results

Water and sewer issues are resolved faster for the community.
Thousands of hours saved through automation, freeing staff to focus on higher priority work.
Tens of thousands of dollars saved by eliminating manual processing.
No manual handovers. No duplicated data entry. Two teams. One connected workflow.
Real-time updates reduce delays between customer service and field teams.

Testimonial

"...It was essential for us to partner with an organisation we could trust and rely on to work with our existing system to ensure accurate and timely integration of our data. We could not be happier with our decision to partner with Symphony3 on this project. Allan and the team provided exceptional service and understanding and helped us understand any complex technical concepts. An added element to our project was also dealing with our offshore implementation team, which Allan and the Symphony3 team handled efficiently and professionally.

We could not speak more highly of the Symphony3 team across all aspects of our engagement, particularly their communication, professionalism and reliability. We would not hesitate to engage their services again in the future."