Case Study: Fastned Cuts Agent Onboarding Time in Half with Stonly

Fastned Drives Support Agent Consistency at Scale with Stonly

Fastned, a fast-growing European charging infrastructure provider, needed a better way to onboard new support agents and keep responses consistent as its team doubled in size. Because knowledge was spread across multiple sources and agents needed both company-specific and market-specific expertise, Fastned turned to Stonly to create a single source of truth and streamline support agent onboarding.

Using Stonly’s interactive knowledge base, Zendesk integration, decision trees, and forms, Fastned gave agents step-by-step guidance across support channels and a simpler path for escalations. The result was a 50% reduction in onboarding time, with new agents ready to take their first call in one week, while also improving consistency, speeding up response times, and helping the team maintain a uniform tone of voice.

Fastned

Theresa Tacite

Customer Operations Lead