AGIG modernises its CRM system, reimagining the entire customer experience
AGIG transforms service for vulnerable customers improving data accuracy and processing time with SAP Service Cloud: It takes a special company to design a support program for the most vulnerable among its 2 million customers. Australian Gas Infrastructure Group (AGIG) is one of those companies. As one of the largest gas distribution businesses in Australia—delivering energy to southern New South Wales, ~70% of Victoria and all of South Australia—AGIG is committed to keeping its customers supplied with the essential utility. But AGIG goes beyond that: the company is dedicated to supporting vulnerable customers through its Priority Services Program, making sure those in need, get the power they need. However, the priority services team was limited by manual processes, disconnected systems and the absence of clear customer feedback. This led to excessive time spent on administration and increased the risk of delayed customer response times and data errors. AGIG partnered with DXC to implement SAP Service Cloud (C4C), an intuitive CRM platform giving AGIG teams a single, easy-to-use system to manage customer interactions. Now, customer support teams and field agents have real-time access to service updates—on any device, anywhere—improving responsiveness, accuracy and productivity. As a result, AGIG has cut new application processing times by 40%, improved data accuracy by 95%, and achieved a customer satisfaction score of 9.8 among its vulnerable customer segment—well above the industry benchmark. "I would definitely recommend DXC as an implementation partner for any CX implementation within the utilities industry. Working alongside DXC was a positive and seamless experience," said Monther Al-Nababteh, Project Manager, AGIG.
