Project management
Agile, Jira, Confluence, MS Project
Integrated Online and Offline Sales in Practice
Client: Netia S. A.
Location: Warsaw, PL
Cooperation since: 2010
Project: www.netia.pl
Scope of cooperation: Kentico development, analytics, marketing automation, UX/UI design, integrations, application development
Project Background
Netia is one of the largest telecommunications providers in Poland, offering a wide range of advanced services – from high-speed internet and data transmission to TV and multimedia solutions. With rapidly evolving customer expectations and the growing importance of digital channels, the company launched a major digital transformation initiative in 2012. The programme included a complete rebranding, a new positioning strategy, and modernisation of its product offering and sales channels.
Our cooperation began during this transformation, when we supported Netia in the rebranding process and implementation of a new corporate website. Since then, we have delivered a number of strategic projects, including the development of the main online sales channel, SEO activities, support for other distribution channels, and creative marketing campaigns. Netia was also one of the first clients in Poland for whom we implemented a fully digital sales process.
One of the key milestones was launching the new version of the website built on the Kentico Xperience platform – a central component of Netia’s digital transformation and the focus of this case study.
Challenge
Our task was to support the next stage of Netia’s digital transformation by developing a modern sales platform enabling a fully digitalised purchase and service activation process.
Launch a complete digital journey for product purchase and activation
Improve online sales performance while ensuring a seamless customer experience
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Let’s connectSolution
To address Netia’s needs, we designed and delivered a fully integrated online sales platform built on Kentico Xperience. The new netia.pl website enables customers to complete the entire purchase journey independently – from checking service availability and configuring a package to signing the contract. A key part of the implementation was content personalisation based on behavioural data and marketing segmentation.
The platform was integrated with more than a dozen internal and external systems, enabling full automation of the sales process. The website operates with a guaranteed SLA level and undergoes continuous performance and security testing.
Project scope
Analysis: Identification of business and user needs, mapping customer touchpoints, defining personalisation scenarios and marketing automation workflows
Solution Design: Sales process mapping, logical and physical architecture design, functional documentation, UX/UI design
Development: Implementation on the Kentico Xperience DXP platform, e-commerce development, content personalisation, integration with internal and external systems (CRM, Call Center, PESEL/REGON/BIG verification, RODO/GDPR services), performance and security testing
Support & Maintenance: Monitoring, operational support, continuous development, SLA, automated reporting
The project included end-to-end delivery: design, implementation and maintenance of a scalable sales platform tailored to Netia’s full portfolio of products and services. Beyond e-commerce capabilities, we also ensured extensive integrations and ongoing technical support, including SLA.
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The netia.pl platform has become one of Netia’s key tools for supporting digital sales and customer communication. Thanks to process automation and a fully integrated approach, the company gained complete control over the user purchase journey and the ability to respond to market needs more quickly. The website now supports not only lead generation but also a fully digital, intuitive and secure 24/7 online sales process.
Streamlined and automated online sales processes
Reduced time needed for customer service activation
Consistent product availability across all contact channels
Improved data consistency and customer information management
A strong foundation for further digital transformation initiatives
Technologies
Technology
Kentico Xperience, ASP.NET MVC, TypeScript, HTML5 (flex and grid), CSS3 (SASS)
Integrations
Internal Netia systems, Call Center, customer verification services, consent-management systems
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