How AGIG Achieved An Award-Winning Customer Transformation with SAP and DXC
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Key Takeaways
⇨ AGIG successfully transformed its customer experience by implementing the SAP Service Cloud in partnership with DXC Technology, leading to a 300% increase in vulnerable customer registrations and a 95% improvement in data accuracy.
⇨ The implementation was carried out in two phases, focusing on replacing outdated systems and ensuring a thorough data migration strategy, which significantly enhanced operational efficiency and reduced processing times by 75%.
⇨ A human-centric approach, reflected in a customer satisfaction score of 9.8, demonstrated the importance of combining operational metrics with social responsibility, emphasizing that tech upgrades can directly enhance community relationships and brand reputation.
The Australian Gas Infrastructure Group (AGIG) supplies an essential service, like natural gas, to over two million customers. Recently, the company earned a finalist spot in the SAP Best Tech Awards 2025 for the Best Tech SAP Customer Experience and Chris O’Brien categories for building a support program to protect the most vulnerable among its consumers.
This recognition stems from a transformative project that AGIG undertook with DXC Technology to reimagine customer-facing financial, medical, or other household difficulties through its Priority Services Program.
The Bottleneck Before Transformation
Before undertaking this transformative journey, AGIG’s mission was hindered by outdated tools. The company’s teams relied on manual, spreadsheet-based systems to manage its priority customers. This created significant challenges, with employees spending long hours on data entry and chasing down information, which delayed service and risked errors.
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These delays weren’t an inconvenience but critical issues for customers needing an urgent hot water system replacement or a gas safety check. As Monther Al-Nababteh, CRM Project Manager at AGIG, noted, the company needed an automated, seamless process to register and support these customers efficiently.
A Unified Platform for Proactive Care
AGIG partnered with DXC to overhaul its entire customer experience. The solution lay in implementing SAP Service Cloud, a modern CRM platform that provides a single, unified view of every customer interaction.
DXC deployed the solution in two phases. In the first phase, it replaced legacy systems, and in the second, it executed a complex data migration to ensure historical customer data was cleansed and preserved. The solution provided customer support and field agents with real-time access to service updates on any device, empowering them to respond with speed and accuracy.
“The solution has allowed us to improve our operational efficiency, eliminate inefficiencies, and helped us move from reactive to proactive customer engagement,” Al-Nababteh said.
The impact of this transformation has been extraordinary. AGIG has:
- Increased its vulnerable customer registrations by 300%
- Reduced the processing time for joining the Priority Register by 75%
- Sped up its service delivery to these customers by 50%
- Improved data accuracy by 95%
Most importantly, this transformation has translated into a deeply human success story. The program has earned a customer satisfaction (CSAT) score of 9.8 out of 10 among its vulnerable customer segment, a figure that exceeds the industry benchmark.
In conclusion, AGIG’s story is a powerful example of how leveraging the right SAP technology optimises operations and builds a more responsible and compassionate business.
Read the full case study here or watch this video to learn more about AGIG’s transformation with SAP and DXC.
What This Means for Mastering SAP Insiders
Use SAP CX as a tool for social responsibility and regulatory excellence. The most powerful lesson from the AGIG project is how SAP Cloud for Customer was used as the engine for a critical corporate social responsibility (CSR) initiative. The entire project was centered on better serving vulnerable customers facing hardship. The Asia-Pacific region has a diverse regulatory landscape, with a growing emphasis on consumer protection and ESG standards, particularly in key industries such as utilities. Thus, the ability to automate, track, and report on support for at-risk populations resonates with both regulators and the public.
Prioritise a phased rollout and a robust data migration strategy. DXC structured AGIG’s project into two distinct phases and paid special attention to the high-risk, complex process of data migration from multiple legacy systems. It utilized SAP BODS specifically for data cleansing and transformation, which was crucial to achieving a 95% improvement in data accuracy. A meticulous backend data strategy is essential for a successful SAP Service Cloud implementation. Moreover, this approach de-risks the project, ensures business continuity, and builds stakeholder confidence.
Quantify the Human ROI to drive executive buy-in. While the operational metrics are impressive, the most compelling results from the AGIG case are the human-centric ones, like the near-perfect customer satisfaction score. These KPIs tell a story that is more powerful than processing time reductions. For Mastering SAP Insiders, when pitching an SAP CX project, supplement the standard efficiency metrics with human-centric KPIs that frame the investment as a direct path to improving community relationships and brand reputation. It transforms the project from a technology upgrade into a strategic initiative for building long-term customer loyalty and trust.
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