Work requests and CRM automatically created per month
Saved (10 mins per transaction) per month
est. saved per annum on manual data entry
Background
Strathbogie Shire Council sits in Victoria's Hume region, about 150 kilometres north of Melbourne. Home to around 11,500 residents, the shire is known for its horse studs, wineries, and sheep country. Strathbogie is one of four councils in Project CODI, a regional collaboration with Murrindindi, Mansfield, and Benalla to share technology and lift service performance across Northeast Victoria.
As part of its own rollout, Strathbogie Shire Council partnered with Symphony3 to integrate Civica Authority Altitude, the system used to manage customer requests and service enquiries, with Confirm, the council's asset and works management system. This SmartGlue integration automates customer requests, connects customer service with field operations and removes manual data entry between systems.
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The Digital Challenge
Authority Altitude was Strathbogie's source of truth for customer requests. Confirm was the source of truth for assets and works management. Customer service needed visibility into a job's progress without switching systems, while operations needed to assign requests to the correct asset and manage the work through to completion. The two systems were unable to talk to each other, leaving council staff with the administrative burden of manually entering the same information into both systems.
The Vision
Customer requests flow seamlessly from Civica Authority Altitude into Confirm, removing the need to manually enter the same information into both systems. Status updates and comments automatically flow back into the CRM throughout the lifecycle of each request, giving customer service and operations a shared view of every job. Council staff are freed from hundreds of hours of manual data entry, allowing them to focus on value-added activities for the community.
The Solution
Working in collaboration with Strathbogie Shire Council, Symphony3 implemented a SmartGlue integration between Civica Authority Altitude and Confirm, delivering:
- Automatic Enquiry Creation - Creates a new enquiry in Confirm when a customer request is logged in Civica Authority Altitude.
- Automatic Asset Matching - Uses location coordinates from Civica Authority Altitude to identify the nearest asset in Confirm, reducing the need to manually select an asset.
- End-to-End Lifecycle Integration - Extends the integration beyond enquiry creation, allowing customer requests and work progress to remain connected throughout the lifecycle of each request.
- Automatic Status Synchronisation - Returns status updates and comments from Confirm to Civica Authority Altitude throughout the lifecycle of each request, giving customer service visibility without switching systems.
- Integration Monitoring and Management - Replaces the legacy point-to-point database integration with SmartGlue, providing a single platform to monitor and manage the integration.
Transformative Results
- 226 Successful Enquiries - On average, 226 work requests are created automatically by the integration per month.
- 867 Automatic Updates - On average, 867 updates are sent back to the CRM automatically per month.
- $100k Estimated Annual Savings - Automating the flow of customer requests, status updates and comments reduces repetitive manual administration, with estimated savings of around $100,000 per year.
- Less Manual Administration - Customer requests, status updates and comments flow automatically between Civica Authority Altitude and Confirm, reducing repetitive manual data entry between customer service and operations.
- Better Collaboration Between Teams - Customer service and operational teams continue working in the systems they know, while SmartGlue keeps customer requests and work updates connected automatically.
- Continuous Visibility - Customer service can track the progress of requests from within Civica Authority Altitude, without switching between multiple systems.
- Smarter Asset Identification - Uses map coordinates to identify the nearest asset in Confirm, reducing the need for manual asset selection.
- Keeping Communities Moving - By connecting customer service and operational teams through automated workflows, community requests move seamlessly from report to action, supporting the ongoing maintenance of local infrastructure.
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.