In the electricity market, it is difficult to build a lasting competitive advantage through the product alone. Customers can switch providers easily, and there are no geographical boundaries that naturally limit competition. For E3, this meant that customer experience became a key part of brand differentiation, especially online. The company’s strategy was built around green energy and aimed at attracting modern, environmentally conscious customers. However, its previous website did not reflect the expectations of this audience. To remain competitive in a changing market, E3 needed to rethink its online presence and build a digital experience better aligned with the way modern customers evaluate and manage utility services.
E3’s new business model was based on personalized electricity packages tailored to different customer lifestyles. The offer needed to be flexible, but also easy to understand. Customers had to be able to compare packages, understand their benefits, and choose options that matched their individual needs.
At the same time, E3 wanted to respond to growing demand for self-service tools. Customers increasingly expect to manage services on their own, without relying on manual support for every change. The new platform, therefore, had to give users access to relevant information and tools in one place, including the ability to calculate eligibility, upgrade or downgrade their package, and choose installment options that fit their financial preferences.
From a technical perspective, the challenge was to build something closer to a self-service portal than a traditional website, while still supporting the core components of an eCommerce solution, such as catalog management, user accounts, shopping cart, and order handling.
There was also an internal operational need. Before the redesign, creating promotions and updating the online offer required more effort than it should have. E3 needed a platform that would give the team more flexibility in running campaigns and managing content, while reducing the amount of routine manual work.
E3 and our Professional Solution Partner Creatim built the solution on Sylius, using its modular architecture to support a business model that went beyond a standard online store. The user experience was designed around three key principles:
Simplicity and convenience
Transparent user communication
Sales-oriented approach
Because E3’s offering involved multiple package options and conditions, the platform had to make decision-making easier rather than more complex. It was designed to filter offers based on user preferences, while a package wizard guides users through the selection process step by step. The website and self-service portal were combined into one coherent experience. Customers gained more independence, and E3 gained a clearer way to present and manage its offer.
E3’s ERP, CRM, and order management systems
Social media channels
Email system
Email system
Marketing automation tools
The new platform gave E3 a stronger digital foundation for both customer acquisition and ongoing service management.
Built on Sylius, the solution made it possible to combine a personalized offer, self-service tools, and operational flexibility within one maintainable platform. Customers gained a clearer and more convenient way to explore packages and manage their accounts, while E3 gained more control over how the offer is presented and updated online.
From the editorial perspective, website management became more efficient. Tasks such as creating promotions, which had previously required significant effort, became easier to handle. This gave the team more room to develop new marketing initiatives while the system supported routine processes in the background.
Overall, the platform helped E3 align its online presence more closely with the expectations of the modern, eco-conscious customers it wanted to reach.
