Australian Gas Infrastructure Group (AGIG) - Best Tech Awards 2025 The Chris O'Brien Award
Elevating Customer Care with SAP Service Cloud Download the DocumentSAP Australia and New
Zealand Best Tech Awards
2025
Zealand Best Tech Awards
2025
Best Tech SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Utilities (Energy) www.agig.com.auSupplier of gas to homes and
businesses across Australia
SAP Service/Sales Cloud (aka C4C)
Australian Gas Infrastructure Group (AGIG) is one of Australia’s largest gas infrastructure businesses. Across every Australian mainland state and the Northern Territory, the company
delivers gas to more than two million homes and businesses, and transports and stores gas that underpins the Australian economy for power generation, mining and manufacturing. To
support our customers in their efforts to reduce emission, AGIG has plans to reduce carbon emissions in the gas network by transitioning to 100% renewable gas.
AGIG is deeply committed to delivering exceptional customer service, with a strong emphasis on inclusivity and accessibility—especially for customers experiencing vulnerability. In line with
this commitment, AGIG has transformed its legacy CRM system by adopting a scalable SAP Service Cloud solution, putting customer needs at the forefront.
This new platform simplifies access to a wide range of support programs for those requiring additional assistance, while eliminating inefficiencies and addressing long-standing pain points.
By leveraging the capabilities of SAP Service Cloud, AGIG now offers a more streamlined, personalised, and digitally enhanced customer journey—from initial contact to final resolution.
The upgraded CRM enables more effective communication, smarter case management, and a 360-degree view of each customer’s needs, ultimately delivering a significantly better
experience for both customers and employees.
Elevating Customer Care with SAP Service Cloud
AGIG
The Chris O’Brien
Industry WebsiteProduct and Services Featured SAP Solutions
Utilities (Energy) www.agig.com.auSupplier of gas to homes and
businesses across Australia
SAP Service/Sales Cloud (aka C4C)
Australian Gas Infrastructure Group (AGIG) is one of Australia’s largest gas infrastructure businesses. Across every Australian mainland state and the Northern Territory, the company
delivers gas to more than two million homes and businesses, and transports and stores gas that underpins the Australian economy for power generation, mining and manufacturing. To
support our customers in their efforts to reduce emission, AGIG has plans to reduce carbon emissions in the gas network by transitioning to 100% renewable gas.
AGIG is deeply committed to delivering exceptional customer service, with a strong emphasis on inclusivity and accessibility—especially for customers experiencing vulnerability. In line with
this commitment, AGIG has transformed its legacy CRM system by adopting a scalable SAP Service Cloud solution, putting customer needs at the forefront.
This new platform simplifies access to a wide range of support programs for those requiring additional assistance, while eliminating inefficiencies and addressing long-standing pain points.
By leveraging the capabilities of SAP Service Cloud, AGIG now offers a more streamlined, personalised, and digitally enhanced customer journey—from initial contact to final resolution.
The upgraded CRM enables more effective communication, smarter case management, and a 360-degree view of each customer’s needs, ultimately delivering a significantly better
experience for both customers and employees.
Elevating Customer Care with SAP Service Cloud
AGIG
The Chris O’Brien
Challenges
During the customer engagement process, 93% of AGN (part of AGIG) customers viewed it as important to offer dedicated support services to
vulnerable customers of the community. Feedback across all networks suggested that this program could support the elderly, special needs
customers, those experiencing financial hardship, bushfire impacted communities, CALD families, “We’ve an ongoing commitment, as a socially
responsible organisation, to offer customers experiencing vulnerability timely and effective support” – said Steph Judd (Manager, Customer &
Community Experience at AGIG).
In addition to the challenge of creating and maintaining a register of priority customers (vulnerable customers), we wanted to develop a seamless,
automated process that enables customers to easily submit a request to join the priority register, access priority services, and remain informed
through clear, consistent communication at every stage of the journey.
Other aspects of the customer engagement process also examined preferences related to digital capabilities. A significant portion of AGIG customers
indicated interest in receiving notifications from their distribution business—particularly regarding outages, connection application updates, and the
status of queries or claims.
Another key challenge was the manual process involved in managing new connection requests from retailers. These applications were previously
submitted via Word documents with limited validation, often resulting in inaccurate data. This not only extended processing times but also delayed
customers' access to the gas services they urgently required.
Prior to the implementation of the new CRM solution, AGIG lacked the ability to measure satisfaction immediately after service completion—missing a
key moment to capture honest and accurate feedback. This limitation reduced AGIG’s ability to obtain accurate, timely insights and, in turn, constrained
opportunities to improve service delivery.
During the customer engagement process, 93% of AGN (part of AGIG) customers viewed it as important to offer dedicated support services to
vulnerable customers of the community. Feedback across all networks suggested that this program could support the elderly, special needs
customers, those experiencing financial hardship, bushfire impacted communities, CALD families, “We’ve an ongoing commitment, as a socially
responsible organisation, to offer customers experiencing vulnerability timely and effective support” – said Steph Judd (Manager, Customer &
Community Experience at AGIG).
In addition to the challenge of creating and maintaining a register of priority customers (vulnerable customers), we wanted to develop a seamless,
automated process that enables customers to easily submit a request to join the priority register, access priority services, and remain informed
through clear, consistent communication at every stage of the journey.
Other aspects of the customer engagement process also examined preferences related to digital capabilities. A significant portion of AGIG customers
indicated interest in receiving notifications from their distribution business—particularly regarding outages, connection application updates, and the
status of queries or claims.
Another key challenge was the manual process involved in managing new connection requests from retailers. These applications were previously
submitted via Word documents with limited validation, often resulting in inaccurate data. This not only extended processing times but also delayed
customers' access to the gas services they urgently required.
Prior to the implementation of the new CRM solution, AGIG lacked the ability to measure satisfaction immediately after service completion—missing a
key moment to capture honest and accurate feedback. This limitation reduced AGIG’s ability to obtain accurate, timely insights and, in turn, constrained
opportunities to improve service delivery.
Solution
CRM Solution Overview – Transforming Customer Experience at AGIG
At Australian Gas Infrastructure Group (AGIG), delivering exceptional customer experience is at the heart of our strategy—particularly for those in the community who need us most.
In response to valuable customer feedback and evolving expectations, we designed and implemented a new CRM solution (based on SAP Service Cloud) that addresses critical pain
points across the customer engagement journey.
Addressing Vulnerability with Care and Automation
Our solution places social responsibility front and centre. The new CRM includes a purpose-built, automated process that enables customers—or their representatives—to easily
apply for inclusion on the priority customer register. This streamlined system supports vulnerable groups of the community with a holistic package of designated services , ensuring
no one is left behind during service interruptions or critical interactions.
Digitising Communication Preferences for Real-Time Engagement
The new CRM also integrates customers' growing preference for digital engagement. Our platform enables real-time notifications for outages, updates on connection applications, and
the progress of submitted queries or claims—ensuring customers are informed and in control at every touchpoint. The cloud-based nature of the platform enhanced accessibility for
our field crews and customer service agents, enabling them to have instant access to critical customer data, which significantly reduced response times and improved service delivery
Streamlining Connection Requests with Intelligent Validation
The new CRM introduces a fully digital, structured workflow that improves data quality at the point of entry and significantly reduces processing times, accelerating service delivery of
connection requests for end customers.
Capturing the Right Feedback at the Right Time
To continually improve, understanding customer sentiment is crucial.. Our new system embeds customer satisfaction surveys directly into the service workflow, enabling real-time
data capture and actionable insights that drive service excellence.
A Future-Ready Platform for Customer-Centric Growth
AGIG’s new CRM solution is not just a system upgrade—it’s a foundational transformation in how we engage with our customers. It enables greater empathy, faster service, and more
meaningful interactions. By listening to our community and aligning technology with our values, we’ve created a scalable, future-ready platform that delivers on our promise of putting
customers first.
CRM Solution Overview – Transforming Customer Experience at AGIG
At Australian Gas Infrastructure Group (AGIG), delivering exceptional customer experience is at the heart of our strategy—particularly for those in the community who need us most.
In response to valuable customer feedback and evolving expectations, we designed and implemented a new CRM solution (based on SAP Service Cloud) that addresses critical pain
points across the customer engagement journey.
Addressing Vulnerability with Care and Automation
Our solution places social responsibility front and centre. The new CRM includes a purpose-built, automated process that enables customers—or their representatives—to easily
apply for inclusion on the priority customer register. This streamlined system supports vulnerable groups of the community with a holistic package of designated services , ensuring
no one is left behind during service interruptions or critical interactions.
Digitising Communication Preferences for Real-Time Engagement
The new CRM also integrates customers' growing preference for digital engagement. Our platform enables real-time notifications for outages, updates on connection applications, and
the progress of submitted queries or claims—ensuring customers are informed and in control at every touchpoint. The cloud-based nature of the platform enhanced accessibility for
our field crews and customer service agents, enabling them to have instant access to critical customer data, which significantly reduced response times and improved service delivery
Streamlining Connection Requests with Intelligent Validation
The new CRM introduces a fully digital, structured workflow that improves data quality at the point of entry and significantly reduces processing times, accelerating service delivery of
connection requests for end customers.
Capturing the Right Feedback at the Right Time
To continually improve, understanding customer sentiment is crucial.. Our new system embeds customer satisfaction surveys directly into the service workflow, enabling real-time
data capture and actionable insights that drive service excellence.
A Future-Ready Platform for Customer-Centric Growth
AGIG’s new CRM solution is not just a system upgrade—it’s a foundational transformation in how we engage with our customers. It enables greater empathy, faster service, and more
meaningful interactions. By listening to our community and aligning technology with our values, we’ve created a scalable, future-ready platform that delivers on our promise of putting
customers first.
Impact
95% accuracy in submitted connection
requests.
40% acceleration in average processing
time of connection requests
25% reduction in handling time of
inquiries
300% increase in vulnerable customers
registrations
75% reduction in processing time of
applications to join the Priority Register
Service delivery to vulnerable customers
accelerated by 50%
The implementation of AGIG’s new CRM solution has delivered significant, quantifiable improvements across key aspects of the customer experience. By
replacing fragmented, manual processes with a seamless, automated, and data-driven platform, AGIG has not only improved internal efficiency but also made a
meaningful impact on the lives of our customers—especially those experiencing vulnerability.
Within the first six months of launching the new CRM, the number of customers on the priority service register has quadrupled, with 75% reduction in
processing time of registration requests, and 50% acceleration in provisioning priority services to vulnerable customer segments.
The new SAP CRM also addressed longstanding inefficiencies in how connection requests from retailers were managed. With the introduction of structured,
validated digital forms, achieved 95% accuracy in submitted data of incoming applications. As a result, the average operational processing time for new gas
connection applications improved by 40%, enabling streamlined customer experience.
Customer preferences for real-time updates were also addressed through the CRM’s integrated communication features. This enhancement in transparency led
to a 25% reduction in handling time of customers inquiries, demonstrating increased customer confidence and a reduction in the effort required to engage with
AGIG.
Additionally, by integrating customer satisfaction (CSAT) surveys directly into service workflows, AGIG achieved a 45% response rate and an exceptional CSAT
score of 9.8 (out of 10) among its Priority Customer Segment, significantly exceeding industry benchmark.
45% response rate (CSAT Survey)
CSAT score (among Priority Customer
Segment) of 9.8/10, well above industry
benchmark
95% accuracy in submitted connection
requests.
40% acceleration in average processing
time of connection requests
25% reduction in handling time of
inquiries
300% increase in vulnerable customers
registrations
75% reduction in processing time of
applications to join the Priority Register
Service delivery to vulnerable customers
accelerated by 50%
The implementation of AGIG’s new CRM solution has delivered significant, quantifiable improvements across key aspects of the customer experience. By
replacing fragmented, manual processes with a seamless, automated, and data-driven platform, AGIG has not only improved internal efficiency but also made a
meaningful impact on the lives of our customers—especially those experiencing vulnerability.
Within the first six months of launching the new CRM, the number of customers on the priority service register has quadrupled, with 75% reduction in
processing time of registration requests, and 50% acceleration in provisioning priority services to vulnerable customer segments.
The new SAP CRM also addressed longstanding inefficiencies in how connection requests from retailers were managed. With the introduction of structured,
validated digital forms, achieved 95% accuracy in submitted data of incoming applications. As a result, the average operational processing time for new gas
connection applications improved by 40%, enabling streamlined customer experience.
Customer preferences for real-time updates were also addressed through the CRM’s integrated communication features. This enhancement in transparency led
to a 25% reduction in handling time of customers inquiries, demonstrating increased customer confidence and a reduction in the effort required to engage with
AGIG.
Additionally, by integrating customer satisfaction (CSAT) surveys directly into service workflows, AGIG achieved a 45% response rate and an exceptional CSAT
score of 9.8 (out of 10) among its Priority Customer Segment, significantly exceeding industry benchmark.
45% response rate (CSAT Survey)
CSAT score (among Priority Customer
Segment) of 9.8/10, well above industry
benchmark