Case Study: Gaz Réseau Distribution France (GRDF) achieves operational agility and unified service management with Appian

Gaz Réseau Distribution France - Customer Case Study

GRDF, France’s main natural gas distributor serving more than 11 million customers and operating Europe’s largest distribution network, faced a major technology challenge after regulatory changes required a clear separation between supplier and distribution activities. To continue delivering safe, high-quality service across 199,781 km of network and 9,500+ municipalities, GRDF needed to replace multiple legacy systems with a single, secure, easily integrated platform that could speed up development, centralize task management, and support collaboration between IT, operations, partners and customers.

GRDF chose Appian’s low‑code BPM, case management and Quick Apps to automate routine workflows, handle complex collaborative cases, and enable rapid prototyping of simple apps. The platform replaced four legacy applications with a single solution, unified data, delivered real‑time reporting and integrations (accounting, supplier portals, work orders), and improved operational visibility and compliance. Today GRDF processes hundreds of thousands of requests annually (about 80,000 network extensions and 2.5 million maintenance requests), has deployed seven Appian applications with 2,500+ users, and reports strong ROI and faster service delivery.

Gaz Réseau Distribution France

Frédéric Fernandez

Manager Of BPM Center Of Excellence