AGN has overcome one of the industry’s biggest issues – managing gas connections – with a new portal that has cut costs, improved visibility and facilitated over 9K new connections online.
Sitecore Experience Awards
Australian Gas Networks
SEA category: Most sophisticated implementation
Challenges
- Improve the gas connection process – a major pain points for customers who want more visibility, transparency, status communication
- Make processes clear and less convoluted
- Reduce impact on call center resources; 32% of calls related to connections
- Expand existing Builders Portal to consumers
Solutions
- Sitecore Experience Platform (XP 9.1)
- Integrations include:
- Microsoft Azure PaaS
- Entity Framework
- Maximo
Results
- Delivered a gas connection portal for self-service, visibility and support
- Improved communication, reduced strain on internal business operation and cut cost to serve
- Facilitated over 9K new connections by enabling energy retailers/builders to complete connection requests online
- Allowed the registration of 850+ trade users
- Helped consumers understand the connections process better
- Tailored content and functionality for the end user
- Contributed to a customer satisfaction score of 8.1/10 (aggregate up from 7.5 in a year)
- Introduced scalability to support future demand as AGN expands its pipeline network
Platinum Solution Partner
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