TCS Helps AGL in Digital and Customer Experience Transformation

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Challenge

As the energy industry evolves, AGL must adapt and innovate to meet customer expectations.

As an industry leader, AGL is committed to developing innovative and personalized solutions that put power back into the hands of the people who really count - its customers.

Continuous innovation is critical to its mission to make energy - alongside other essential services - simple, fair and transparent.

This is particularly true in a time of disruptive regulatory changes, demanding a shift from mass retailing to personalized retailing in order to create a superior customer experience.

Solution

TCS helps AGL navigate regulatory changes in a multi-year transformational journey.

TCS implemented a successful digital transformation initiative and upgraded internal systems at AGL to a future-ready state. Our expert understanding of energy industry trends, along with our Machine First™ Approach helped AGL shift from mass retailing to personalized retailing at scale. These digital-led initiatives, including single sign-on and connected links, created intuitive self-service options for internal AGL customers to stay connected.

This transformation program was delivered across digital sales, products and pricing to improve customer experience through collaboration and self-help services, as well as re-engineer operations through automation, including a virtual service desk assistant and self-healing tool NextThink.

Brett Redman, MD and CEO, AGL Energy, says, “We’ve enjoyed a successful strategic partnership with TCS that has always been open and transparent. We’ve always shared our successes as well as our failures, and that openness, along with the quality of TCS services, is what has made TCS an invaluable partner for more than 10 years.”

Benefits

TCS helps AGL improve digital uptake and enable customer experience transformation.

With zero downtime, AGL has expanded to the Western Australian gas market ahead of its competitors. It has also created new business models for intermediary sales through tie-ups with builders and online realtors, establishing bulk new connections.

TCS has demonstrated a deep understanding of AGL’s technology needs

BRETT REDMAN
MD and CEO, AGL Energy

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TCS works hand in hand with world-leading investors.

TCS is here to make a difference through technology.

We deliver excellence and create value for customers and communities.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

Re-energizing Customer Loyalty at AGL

Services

In this article

Challenge

As the energy industry evolves, AGL must adapt and innovate to meet customer expectations.

Solution

TCS helps AGL navigate regulatory changes in a multi-year transformational journey.

Benefits

TCS helps AGL improve digital uptake and enable customer experience transformation.

Blog post

Let’s make the cloud connect

TCS is here to make a difference through technology.

We deliver excellence and create value for customers and communities.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

Services

In this article

Challenge

As the energy industry evolves, AGL must adapt and innovate to meet customer expectations.

Solution

TCS helps AGL navigate regulatory changes in a multi-year transformational journey.

Benefits

TCS helps AGL improve digital uptake and enable customer experience transformation.

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