Case Study: Stoen Operator simplifies online grid connection applications with e-point SA

Stoen Operator streamlines 4 key portal improvements with e-point SA

e-point SA partnered with Stoen Operator, the manager of Warsaw's power grid, to address challenges within its Grid Connection Portal. The previous online application process was overly complex, requiring technical knowledge customers lacked, which forced most users to visit a physical branch. Additional barriers included a lack of clear case progress tracking, leading to inefficient email communication and helpline traffic. Stoen Operator needed to transform this digital touchpoint into an intuitive self-service platform.

e-point SA conducted an in-depth analysis through workshops, a UX audit, and competitor benchmarking. This process mapped the complete customer journey and created a prioritized backlog of requirements. The solution provided a clear, market-verified action plan for development, focusing on key areas like an expanded case status tracker and an optimized correspondence module. This equipped Stoen Operator with the foundation to implement changes iteratively, confidently expecting the new portal to increase operational efficiency and relieve traditional service channels from day one.

Stoen Operator