Australia's largest LPG supplier needed a customer app that worked at scale. We designed and built it — from nothing to production
Industry
Utilities
Company size
500 - 1000 Employees
About
Established in 1984, Elgas is Australia’s largest marketer and supplier of Liquefied Petroleum Gas (LPG). They supply clean, efficient 95% pure propane to over 350,000 residential and commercial customers. Their services cover 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."
37%
Reducing inbound service calls for customers managing their LPG accounts, ordering refills, and tracking deliveries.
We've been inside enough initiatives to know where the value actually is and where businesses waste on technology.
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The Situation
Elgas is one of Australia's largest suppliers of LPG (liquefied petroleum gas), serving residential, commercial, and industrial customers across the country. Their customer base numbers in the tens of thousands — households with gas bottles, businesses with bulk tanks, industrial sites with complex gas supply requirements.
Managing that customer base through phone calls and paper forms was creating service delivery friction at scale. Customers calling to order a refill during business hours, waiting for confirmation, calling again to check delivery status. For a business with thousands of active accounts, this model doesn't scale.
The Gastools app was the solution: a mobile-first customer experience layer over Elgas's service infrastructure, giving customers self-service capability for the interactions they had most frequently.
WHAT CHANGED
Core customer features:
Order gas refills: tap to order, confirmation received in-app, delivery tracked in real-time
Account management: view transaction history, update contact and payment details, manage account preferences
Tank level monitoring: for bulk tank customers, current gas level displayed with consumption forecast
Supplier finder: nearest Elgas suppliers and agents, with directions
Safety and reference resources: safety information, FAQ, regulatory guidance
The field technician reference tools:
Gastools also served a professional audience: gas fitters, plumbers, and HVAC technicians who work with LPG systems. For this audience, we built calculation tools:
45kg vaporisation chart: output vs. temperature reference
LPG and propane conversion values
Cylinder size reference chart
Pipe sizing calculator
These tools replaced reference documents that technicians carried physically. Having them in a single app updated by Elgas's technical team meant the field always had current information.
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