Project management
Scrum, Jira, Azure DevOps, Confluence
Digital Transformation of the District Heating Connection Process
Client: Fortum
Location: Poland
Cooperation since: 2024
Project: Fortum Start platform
Project scope: UX & UI Design, implementation (Umbraco & Azure), integrations
Project background
Fortum is a Nordic energy company and one of the cleanest energy producers in Europe. In Poland, it has been operating since 2023, focusing on heat generation and distribution as well as electricity and gas sales – supporting both the energy transition and the digital transformation of customer experiences.
Until recently, the process of connecting buildings to the district heating network was complex and fragmented. It relied on paper forms, manual document workflows, and communication across multiple channels, which led to higher error rates and longer handling times. To address these challenges, Fortum launched Fortum Start – a platform designed to organise, automate, and move the entire connection process online.
Challenge
The goal of the project was to design and implement a solution that would simplify and digitise the district heating connection process, reduce case handling time, and eliminate formal errors – while maintaining high security standards.
End-to-end digitalisation and automation of the connection process
Shorter handling times through the elimination of paper and manual data entry, reducing formal errors
Full transparency and status tracking for customers, partners, and Fortum teams
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Let’s connectSolution
Working closely with Fortum, the Infinity Group team designed and implemented the Fortum Start platform, moving the entire connection process into a fully digital environment:
- Online applications and documents – no in-person visits or paper forms
- Real-time data validation (addresses, tax IDs, business registry numbers, plot data) and auto-fill – fewer errors and faster decision-making
- Integration with Fortum’s internal systems – no more manual data re-entry
- Step-by-step workflow – with clear case status at every stage
- A single communication hub – documents, history, and email/SMS notifications in one place
- Single Sign-On (SSO) – access to multiple Fortum services from a single account
Project scope
Analysis: stakeholder workshops, process and risk mapping, backlog definition, KPI setup
Solution design: UX/UI, technology architecture, automated and performance test scenarios
Development: implementation, integrations, production environment setup, manual and performance testing
Support & maintenance: post-launch hypercare, service support, user training
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Let’s connectResults
End-to-end remote process – faster, simpler, and fully paperless
Improved customer and partner experience – clear statuses, complete documentation, and centralised communication
Higher operational efficiency – fewer errors, shorter handling times, and faster exception
Technology
Technology
.NET 8, Umbraco 13, React, Next.js (SSR), Azure-based microservices
Integrations
CRM (API), ULDK, REGON, SMSAPI, SendGrid, file repository
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