Customer Stories | July 25, 2025

AGIG's customer service transformation

Improving data accuracy by 95% and cutting processing time with SAP Service Cloud 

It takes a special company to design a support program for the most vulnerable among its two million customers. Australian Gas Infrastructure Group (AGIG) is one of those companies. 

As one of the largest gas distribution companies in Australia, AGIG is dedicated to providing energy to southern New South Wales, approximately 70% of Victoria, and all of South Australia, ensuring its customers have access to this essential utility.

AGIG is committed to supporting vulnerable customers through its Priority Services Program, ensuring those in need have access to the power they require.

However, the priority services team faced challenges due to manual processes, disconnected systems, and a lack of clear customer feedback. These issues resulted in excessive time spent on administration and increased the risk of delayed customer responses and data errors.

AGIG partnered with DXC to implement SAP Service Cloud (C4C), an intuitive CRM platform giving teams a single, easy-to-use system to manage customer interactions.