Case Study: Central Power Purchasing Agency Guarantee Limited achieves unified support and 85% portal adoption with InvGate

Central Power Purchasing Agency Guarantee Limited achieves 85% self-service adoption with InvGate

Central Power Purchasing Agency Guarantee Limited (CPPA-G), the organization managing Pakistan's competitive electricity market, faced inefficient internal support processes characterized by confusing email threads and a lack of clear ownership across departments. To address this challenge, CPPA-G partnered with InvGate to modernize its service operations using InvGate Service Management.

The solution implemented by InvGate centralized 180 services into a single catalog and introduced a self-service portal, which achieved an 85% user adoption rate. The platform provided flexibility for 35 agents across 10 departments and integrated IT asset management for full visibility. Key results included a 4.5 Customer Satisfaction Score and significant progress toward ISO 20000 certification. InvGate enabled CPPA-G to create a unified, efficient support experience for all stakeholders.

Central Power Purchasing Agency Guarantee Limited