Case Study: Australian Gas Networks achieves 9K+ online gas connections and reduced costs with Sitecore

Australian Gas Networks - Customer Case Study

Australian Gas Networks faced a major industry pain point: managing gas connections with limited visibility, confusing processes and heavy call centre demand (32% of calls related to connections). To address these challenges Australian Gas Networks partnered with Sitecore, using the Sitecore Experience Platform (XP 9.1) to expand its Builders Portal for consumer self-service and improve status communication and process clarity.

Sitecore delivered a gas connection portal integrated with Microsoft Azure PaaS, Entity Framework and Maximo that enabled self-service, tailored content and better support. The Sitecore solution facilitated over 9,000 new connections online, registered 850+ trade users, raised aggregate customer satisfaction from 7.5 to 8.1, reduced cost to serve and call-centre strain, and added scalability to support AGN’s future pipeline expansion.

Australian Gas Networks