Tell us about your agency and your role.

Chief Craig Snyder

I’m the Fire Chief at Crystal Lake Fire Rescue. We’re a full-time, all-hazards agency that provides ALS transport. Right now we have about 71 members and we’re continuing to grow. I’ve been with the department for almost four years and in the Chief role for nearly two.

What issues were you trying to solve before finding First Due?

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Chief Snyder
Even before I came to Crystal Lake, I was frustrated by how fragmented fire software can be. At my last department, we had to buy additional reporting tools just to extract data from the system we were already using. When I arrived here, it was more of the same. We had five different platforms, and trying to get anything meaningful out of them was nearly impossible.

Chief Bill Whyte
We always knew what we wanted, a single platform for everything, but we just couldn’t get there. Everyone had their own systems. Excel sheets, paper logs, disconnected tools. I’ve been through a lot of software changes and nothing ever brought it all together. That changed when I discovered First Due.

How did you find First Due and decide to move forward?

Chief Snyder
I came across First Due by chance. I noticed they were listed as an exhibitor at a conference in Wisconsin and it sparked my interest. After doing some research, I asked Chief Whyte to attend and check them out in person.

Chief Whyte
I spent nearly eight hours at the booth with their team. I asked about every module and compared it to what we were using. I’ve managed our software here for 18 years, and this was the first time I found a system that actually supported our vision. It wasn’t just about features, it was about bringing everything together in one place.

What was your experience like during implementation?

Chief Snyder
Like any big change in the fire service, there was resistance. People were worried it would be too complicated, or that we’d lose data. I told them to be patient and trust the process.

Chief Whyte
We started with scheduling because it affects everyone. People were skeptical at first, but once they saw that it worked similarly to what they were used to and even better, the buy-in came quickly. Before long, people were discovering features on their own and coming to us excited about what they had found.

Where has First Due made the biggest difference for your department?

Chief Whyte
Scheduling has been huge. We used to do everything manually and it wasn’t connected to payroll. Now we can export our time data into an Excel file and send it directly into BS&A. That change alone saves three of us between half a day and a full day every week.

Chief Snyder
We’ve seen the same kind of improvement with asset management. We can finally track the age and condition of our equipment. I no longer have to guess when something was purchased. Now I can make data-backed budget requests and plan for replacements in a way we couldn’t before.

Chief Whyte
Public Works also started using our system for apparatus maintenance. Instead of using their own portal, they now input work orders into First Due. That eliminated double entry, reduced confusion, and saved time on both sides.

Has this changed the way your team works?

Chief Snyder
There’s a new level of transparency across the board. Everyone sees the same information and understands how their role fits into the bigger picture. From scheduling to training to public education, we now operate as one unit.

Chief Whyte
And people are more engaged. They’re learning the system, offering suggestions, and building out the tools they need. That kind of curiosity and ownership was hard to come by before. Now, it’s part of our culture.

What would you say to another agency considering First Due?

Chief Whyte
What really stands out is the onboarding. The system itself is strong, but it was the implementation process that made it successful. We had clear phases, dedicated contacts, and consistent support. I’ve never seen that level of service during a rollout.

Chief Snyder
If you’re still working across multiple systems or doing things manually, First Due is the change you need. It brought clarity and efficiency to everything we do. The difference has been night and day, and it’s only getting better.