Case Study: Sarawak Energy achieves modernized core apps and improved customer experience and mobility with OutSystems

Sarawak Energy Modernizes Core Apps to Improve CX and Mobility

Sarawak Energy, a vertically integrated utility serving nearly three million people in Malaysian Sarawak, needed to modernize a legacy application landscape—dominated by siloed Notes Domino databases—while improving customer experience and enabling mobile field operations without hiring a large development staff. The company began using OutSystems in January 2020 to build its e-Customer Experience (eCX) portal as part of a broader digital transformation roadmap to 2025.

Using OutSystems, Sarawak Energy rapidly delivered web and mobile solutions (16 apps in 16 weeks with a small upskilled team), began a program to replace about 280 Notes Domino databases, and built a new meter-reading mobile app to retire outdated handhelds. The platform enabled integrations with enterprise systems (SAP, Maximo, Ariba, SuccessFactors), eliminated manual rekeying, modernized UX and self-service, and materially improved customer experience and operational efficiency while positioning the company to scale its low-code development capability.

Sarawak Energy

Abby Sie Chiang Yong

Enterprise and Business Applications Manager