Glen Eira City Council takes a technology-first approach to resident requests

Why Glen Eira City Council chose Snap Send Solve

Glen Eira City Council started looking for a user-friendly solution to manage customer requests. The customer service team was familiar with Snap Send Solve’s community reporting tool as some residents had been using it to lodge reports about issues such as dumped rubbish and overgrown vegetation. With “only positive feedback” from residents, Glen Eira decided to join Snap Send Solve as an Enterprise customer to take advantage of customisations and API integration.

A major reason Glen Eira chose Snap Send Solve was its low friction onboarding process. It was “extremely easy” and the product “didn’t require too many resources” to get started.

A win for residents, a win for council

Before long, an increasing number of residents were choosing to lodge requests using Snap Send Solve. A case in point was getting one particular resident onto Snap Send Solve. The resident had taken to sending 20 requests in a single email, which meant the customer service team had to spend 45 minutes or more entering each request into their CRM. Getting the customer to use Snap Send Solve was a “lifesaver” and allowed the team to focus on more high-impact work.

Snap Send Solve also worked with Glen Eira to integrate the reports directly into their CRM, Infor Pathway. Reports lodged by residents automatically entered Glen Eira’s systems making reports “a lot easier to deal with [than] standard email.” The integration means the geolocation, photos and customer details captured in a Snap Send Solve report are directly entered into Pathway without any intervention from staff. Not only did the integration save Glen Eira’s customer service team hours of manual work, but it has also “definitely improved customers’ view of Council.”

A further time saving came from Snap Send Solve unique product, which sends reports to the responsible authority depending on incident type. Council no longer had to wrangle abandoned trolley reports meant for retailers or water issues meant for water authorities as reports lodged on Snap Send Solve were automatically sent to the right authority.

All up, Glen Eira estimates that using Snap Send Solve has more than halved time spent processing reports. As well as time savings, Kellie Vise, Chief Transformation Officer, believes the true impact of Snap Send Solve has been in allowing the City of Glen Eira “to seamlessly manage resident requests and maintain its high standard of customer service. Our residents love its ease of use and it means we have greater visibility of where issues are occurring in real time, so we can resolve them faster.”