Case Study: AGL Energy achieves major cost savings and improved call-center efficiency with ANCILE Solutions, Inc.

AGL Energy Limited - Customer Case Study

AGL Energy, a Sydney-based renewable energy company, relies on high-quality customer service delivered by its contact centres. Rapid regulatory and product changes, paper-based training manuals, frequent staff turnover, and the cost of updating and retraining (as much as $150,000 per year) created confusion, inefficiency and inconsistent service for customers.

AGL implemented ANCILE uPerform to migrate and manage over 2,000 documents, standardize workflows, and train staff on a custom intranet. The paperless solution cut annual content costs to $8,000, raised first-call resolution by 4% year‑on‑year, reduced the environmental footprint, and was rolled out across international offices and additional business processes, improving overall efficiency and customer experience.

AGL Energy

Sharon Ritchie

Training Delivery Manager