.avif)
We're excited to introduce The Solver Scoop – our new newsletter designed exclusively for Snap Send Solve enterprise customers.
Each edition will bring you practical insights, success stories, and actionable tips to help you get the most from your Snap Send Solve platform.
In our first edition, we're exploring how councils across Australia and New Zealand are elevating customer service through real-time updates and personalised communication.
Let's dive into how your peers are transforming customer experience in their communities.
How to keep your community in the loop — effortlessly
Managing incoming service requests while keeping residents informed can be a daily challenge. At the same time, every interaction is an opportunity to foster relationships with your customers and build trust in your organisation.
Our data shows that councils with strong communication rate the top 20% of customer satisfaction scores, with many achieving even higher results.
We've designed our tools with your team's workload in mind — whether it’s automating updates, streamlining responses, or making it easy to keep residents informed.
Keeping customers in the know: How your peers do it
The City of Ballarat in Victoria uses our Snapper Messaging templates to update customers on the status of their service requests. The templates are totally customisable and the City of Ballarat uses them for a range of messages.
These range from informing customers about the expected timeframe for completion of their service requests to whether work has been scheduled, added to a long-term maintenance plan, or identified as a non-issue.
Since implementing this approach, the City of Ballarat's customer satisfaction with the Solve ratings have risen to over 4 stars (out of 5).
With over 2,700 unique reporters in the last 12 months, the council now has a 4 star satisfaction rating from 1,300 closed service requests.
.png)
Snapper Messaging templates make quick work of routine updates, while custom messages give you flexibility when needed.
Want to see how other councils are handling similar communication challenges?
Get in touch to discuss your specific use case.
Get service requests to the right place — in one click
From time to time, customers might send service requests about issues you can't help with. Redirecting requests by email can be time-consuming and take away from higher-impact customer work.
That's why we've made closing the loop on all Snap Send Solve service requests simpler than ever with our Reassign feature.
With just a few clicks, you can reassign any service request to the correct authority and notify the customer, all at once. When a request is reassigned, the Snapper receives an automatic notification about their new Solver, ensuring they know you're no longer responsible for their request.
.png)
Proactive engagement: The future of local government CX
Are you making the most of your community's requests and feedback? Our data shows that councils with strong communication achieve customer satisfaction scores of 4.0 or higher, directly correlating with overall higher service satisfaction.
Leading councils are achieving impressive results through proactive communication:
Latrobe City Council revolutionised their call centre operations by improving information sharing between internal business units, resulting in higher first-point resolution and significantly reduced follow-up calls.
The City of Perth transformed their weekend support after discovering that 73% of their community preferred WebChat, extending service hours to Saturdays to support residents busy during the work week.
These councils and more are featured in our new white paper "The State of Customer Experience in Local Government." See how they're transforming their customer experience strategy from reactive to proactive.
Inside the Solver Summit
Last month, we hosted our inaugural Victorian Solver Summit, bringing together 50 attendees from across the state — from Ballarat to Manningham to East Gippsland. We sat down with our customers to hear their feedback and presented our product roadmap.
Interested in seeing the next product features coming to Snap Send Solve? Watch Monica, our Head of Product, walk through the roadmap and other updates from her Summit presentation.
A special shoutout to our panellists, Robert Parker, Manager Customer Service, from Glen Eira City Council and Sasha Lord, Program Director Transformation, from Hume City Council, who shared their expertise on customer experience and digital transformation.
Stay in the loop with insights that matter
Sign up for exclusive research, industry insights, and updates tailored for Solvers on the Snap Send Solve platform.
