Recently we hosted a webinar with Georgia Daley about how Hume City Council are bridging Snap Send Solve community engagement with team empowerment.
At present Hume is not fully integrated. Once they are fully integrated, reports submitted via the webform will indeed go straight to the CRM, just as with the app.
Yes, Hume previously had another online self service form, however that has now been removed and replaced with Snap Send Solve.
Our webform replaces multiple forms as it captures specific information needed for every incident type, whilst allowing residents to report a wide variety of issues from dumped rubbish to dog bites and general complaints. They can also track their requests and have a feel for what Hume City Council is up to.
Customers will report the issue either way and we know that they want to use Snap Send Solve. Snap Send Solve allows them to report via their preferred channel and it provides a better customer experience. It also allows them to report sooner and more easily before the issue becomes a complaint, which is much more expensive to handle.
Check out the full webinar recording below:
0:00 Introduction to the team and our special guest.
4:11 Introduction to the Hume City Council and their values.
7:02 Initial stages of Hume’s journey with Snap Send Solve.
10:45 Starting to close the loop with Customers.
15:02 First council to use our embedded webform.
18:20 Q1 plans to empower more of the community.
30:55 API Integration and beyond.
34:51 Breakdown of channel offerings.
38:40 The path to empowerment and customer satisfaction.
41:15 Key learnings.