Camuzzi
Digital Self-Service Platform for Utility Customers
We developed a digital self-service platform that enabled customers to manage their services, make payments, and access real-time information, improving the customer experience and accelerating the adoption of digital channels.
- Industry
- Capabilities
- Regions
- 🇦🇷 Argentina
- Published
- April 2026
The Company
Founded in 1992, Camuzzi is Argentina’s largest natural gas distribution company by volume, serving 45% of the country’s territory. Through a network of more than 50,000 kilometers of pipelines and distribution infrastructure, the company supplies natural gas to over 2 million customers across the provinces of Buenos Aires, La Pampa, Neuquén, Río Negro, Chubut, Santa Cruz, and Tierra del Fuego. As a leading utility provider, Camuzzi continues to invest in digital transformation initiatives to enhance customer experiences, optimize its digital channels, and deliver faster, more accessible, and more efficient services. The company continuously modernizes its digital platforms to better serve residential, commercial, and industrial customers.
The Challenge
Camuzzi set out to transform customer engagement by creating a self-service digital channel that centralized its core customer services. The goal was to provide a simpler, more convenient experience, enabling users to access service information, make payments, and complete requests online without visiting a customer service office.
The Solution
Baufest designed and developed the Virtual Office, a web and mobile platform integrated with the company’s commercial systems, enabling customers to manage their services from any device.
The project covered the full software development lifecycle, including user research, customer journey mapping, UX/UI design, development, testing, implementation, and ongoing support. Additional modules were also created for customer service representatives, allowing them to use the same interface when assisting customers by phone or in person, ensuring a consistent omnichannel experience.
Benefits
- 86% reduction in payment voucher issuance at branch offices.
- Annual savings of more than ARS 30 million in invoice printing costs.
- Significant reduction in invoice distribution expenses.
- Improved customer experience through real-time access to information and self-service capabilities.
- More than 60% of customer payments were processed through the Virtual Office, with digital adoption continuing to grow.