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Challenge 

A top Australian energy company, serving approximately 1.7 million customers for over 100 years, was looking to move to an Agile and/or DevOps model.​​

Their call center staff had to search multiple systems for customer information, hindering efficiency.​​

They needed a CRM solution and also needed to determine how best to test the application and its integrations with existing systems.​
 

CPT Global’s Actions 

CPT Global was engaged to manage testing on the Agile delivery of a case management tool using Salesforce.​​

CPT's Senior Test Manager was embedded in the client's scrum team. We also produced both a Test Strategy and Test Approach for the CRM Program.​​

Our team delivered criteria for assessing automation frameworks and a high-level test approach for the first iteration of the CRM.​
 

Results 

  • Agile Test Management and team support to deliver a case management tool.​
  • Delivered a testing strategy for the CRM Program initiative.​
  • A Senior Test Manager was embedded in the client’s scrum team.​
  • Delivered criteria for assessing automation frameworks.​ 

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

CPT Global
Post by CPT Global
Apr 28, 2025 3:00:00 PM