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I led the design and build of a self-service customer app for Australia's largest LPG supplier, serving 350,000+ accounts

INDUSTRY
Utilities
COMPANY SIZE
500 - 1000 Employees

ABOUT

Established in 1984, Elgas is Australia's largest marketer and supplier of Liquefied Petroleum Gas (LPG), supplying clean, efficient 95% pure propane to over 350,000 residential and commercial customers, covering everything from domestic heating and hot water to large-scale industrial use and forklift gas.

"Sam and the team were a dependable partner from day one. They quickly understood how Elgas operates, translated messy real‑world service workflows into a simple mobile experience, and stayed hands‑on through every release."

SZE WUN LAU, PROJECT LEAD

37%

Reduction in inbound service calls from customers managing accounts, ordering refills, and tracking deliveries

350,000+

customers across residential and commercial accounts, now able to self-serve through the app

The Situation

Elgas, Australia’s largest LPG supplier, saw a clear opportunity to bring genuine self-service to its large and growing customer base. With over 350,000 residential and commercial customers relying on Elgas for everything from home heating to industrial gas supply, the team set out to build a mobile-first experience that would make day-to-day account management effortless.

WHAT CHANGED

For customers

The Gastools app gives customers exactly what they need, right at their fingertips: ordering a gas refill with a single tap, instant in-app confirmation, and real-time delivery tracking. Customers can manage their account directly — viewing transaction history and updating their details — and for bulk tank customers, the app shows current gas levels with a smart consumption forecast, helping customers stay ahead of their next refill. A built-in supplier finder and a full set of safety and reference resources round out a genuinely complete customer experience.

For field technicians

Gastools also brings real value to gas fitters, plumbers, and HVAC technicians working in the field, with a suite of practical calculation tools — a vaporisation chart, conversion values, a cylinder size reference chart, and a pipe sizing calculator — all in one place, always up to date, and managed directly by Elgas’s own technical team.

The result

Inbound service calls dropped by 37%, as customers shifted naturally to the convenience of self-service for refills, account management, and delivery tracking. More than 350,000 residential and commercial customers now have a genuinely modern way to manage their LPG accounts, and field technicians across the country carry one always-current app instead of a stack of printed reference charts.

what you're buying

If you’re running a large, established customer base and want to bring genuine self-service to the interactions your customers have most often, this is what that looks like — a single, well-designed product built around two different audiences and what each one genuinely needs day to day.

Ready to give your own customers genuine self-service at scale? Contact Sam Halcrow on 0431197004 or sam@halcrow.com.au.

Thirty recommendations for your project. Hand-written by me.

I spend a session inside your project: your project management systems, technology, and team. Then I personally write up 10 things I'd keep, 10 I'd stop, and 10 I'd start, with the reasoning.

I take on a few each month, for companies actively building.
The session is free.

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