Australian Energy Giant Streamlines Customer Service with Agile Testing Support

Challenge 

An Australian energy company serving 1.7 million customers faced inefficiencies in call center operations, with staff relying on multiple systems to access customer information. The company needed a modern CRM solution and robust testing to streamline processes and improve service. 

CPT Global’s Actions 

• Managed testing for the Agile delivery of a Salesforce-based case management tool. 

• Embedded a Senior Test Manager within the scrum team for seamless collaboration. 

• Developed a Test Strategy and criteria for evaluating automation frameworks. 

Results 

• Delivered the Salesforce case management tool efficiently through Agile test management. 

• Enhanced testing processes with a customized strategy and automation framework criteria. 

• Laid the foundation for improved customer service and streamlined workflows. 

By partnering with CPT Global, the company improved efficiency, adopted Agile practices, and modernized customer service delivery.