Sarawak Energy Modernizes Core Apps to Improve CX and Mobility
Sarawak Energy started using OutSystems in January 2020 to build its electricity supply customer portal "e-Customer Experience." In 2021, the company used OutSystems to start replacing Notes Domino and delivered a crucial field service mobile app. And, while upskilling its new OutSystems development team, Sarawak Energy delivered 16 apps in just 16 weeks.
Field Service Optimization
Web Apps and Portals
Lotus Notes Rebuild
Modernize Legacy Apps, Improve CX, and Enable Mobility, Without Hiring an Army of Developers
Sarawak Energy is an energy development company and a vertically integrated power utility located in the Malaysian state of Sarawak. It serves a population of nearly three million in Sarawak and more beyond its borders.
The company has a digital transformation roadmap that extends to 2025, and it started using OutSystems in January 2020 to build its electricity supply application portal "e-Customer Experience" ("eCX" for short).
From Customer Portal to Notes Domino Replacement
During 2020, the eCX team implemented digital self-service onboarding for contractors and consultants, electricity supply requests, and features that keep external parties updated on distribution development projects.
In 2021, Sarawak Energy launched a Notes Domino migration program, which will ultimately see around 280 Notes databases replaced by mobile-friendly, integrated, and more powerful OutSystems web applications.
In 2021, while upskilling a team of four OutSystems developers and two junior developer interns, the company delivered 16 new applications in the space of 16 weeks.
Why Sarawak Energy chose OutSystems:
Speed-up development and improve agility
Deliver public-facing web and mobile apps
Modernize legacy systems
The company is also using OutSystems to develop a new field service mobile app for meter reading. This will allow the retirement of outdated handheld devices used for this purpose.
Use of OutSystems Extends to Increasingly Strategic CX and Efficiency Improvements
Looking ahead, the company plans to grow its OutSystems development team and address increasingly strategic customer experience and efficiency improvement requirements.
With OutSystems, Sarawak Energy's IT team is escaping from a legacy of siloed Notes applications with more powerful applications that integrate directly with enterprise applications, including Maximo, SAP, Ariba, and Success Factors.
Figure 1eCX Applications - List View
Figure 2eCX Application - Detail View
Figure 3eCX - Profile Setting
Figure 4eCX - Contractor Details
Figure 5eCX - Dashboard
Figure 6Mobile Billing - Login
Figure 7Mobile Billing - Task Overview
Figure 8Mobile Billing - List of Bills
The company's achievements include:
Streamlined processes and the elimination of rekeying between disconnected systems.
Improved customer experiences with modernized UX and work status transparency.
Digital self-service options that reduce the need for customers and business partners to visit Sarawak Energy's offices.
Superior application development quality, governance, and speed.
With OutSystems, Sarawak Energy now has a multipurpose application development platform and single skillset that can address numerous use cases, including CX, UX, mobility, and core system replacement and extension.