Case Study: Galp achieves frictionless 3-minute omnichannel customer onboarding with OutSystems

Galp Launches Frictionless Omnichannel Customer Onboarding Experience with OutSystems

Galp, an integrated energy business transitioning from petrol forecourts to renewables, faced the challenge of turning 700+ gas stations into retail channels for competitively priced green electricity and gas. The company needed to replace a slow, paper-based, wet-signature onboarding process with a fast, self-service omnichannel experience that customers could complete in three minutes, minimizing manual data entry and technical debt.

Using OutSystems as its standard CX platform, Galp built the "Three Minutes" app (MVP delivered in under two months) with OCR and machine-learning bill scanning, Adobe Sign, OneTrust, CRM and Azure B2C integrations, and reusable components across kiosks, web, partner sites, contact centers and field sales. The result was a first-to-market, frictionless onboarding that is ~90% faster than paper, deployed to 80 kiosks and multiple channels, doubled web-based account openings year-over-year in January, shortened training from eight hours to one, and enabled rapid reuse for further cross-sell initiatives.

Galp

Rita Pereira

Digital Product Owner