In today’s digital-first world, seamless and secure access is no longer optional—it is expected. Statnett, a major electricity system operator serving Northern and Central Europe, recognized that fragmented logins and outdated authentication processes were hindering the user experience and limiting operational scalability. With an ambitious goal to double its customer base over the next few years, Statnett turned to Trinet Technologies to implement a transformative Customer Identity and Access Management (CIAM) solution that could power a future-ready, scalable digital ecosystem.
Challenge: Disconnected User Journeys and Rising Support Burden
Prior to engaging Trinet Technologies, Statnett’s digital applications required customers to authenticate multiple times across various systems. Each sign-in demanded separate credentials, often leading to frustration, increased user drop-offs, and a heavy reliance on IT support teams for basic access-related issues like password resets. This disjointed experience stood in contrast to Statnett’s commitment to innovation, sustainability, and customer-centricity.
The client’s challenges included:
- Fragmented customer login journeys with no unified view of users
- High volume of support desk queries due to access difficulties
- Limited scalability of legacy systems in supporting user growth
- A lack of personalization in digital services
- Inconsistent brand experience across digital touchpoints
Statnett sought a trusted partner that could help reimagine and simplify customer access—while ensuring that any solution would meet strict European security and privacy standards.
Solution: A Unified CIAM Framework Built on PingOne DaVinci
Trinet Technologies collaborated with Statnett to architect a comprehensive CIAM framework designed for speed, scale, and security. Using Ping Identity’s cloud-native PingOne DaVinci platform, our teams implemented an end-to-end identity solution that modernized how customers authenticate, access, and engage with Statnett’s digital services.
Key components of the solution included:
- Single Sign-On (SSO): Secure, frictionless access to all digital applications through one consistent login, streamlining the user journey
- Multi-Factor Authentication (MFA): Advanced security through contextual and user-friendly multi-step verification
- Custom Identity Journeys: Personalized registration and login flows based on user behavior and role
- Self-Service Portals: Customers can now manage preferences, recover accounts, and update passwords independently—reducing reliance on IT
- Reusable CIAM Patterns: Pre-configured templates for onboarding new users, applications, and services quickly and efficiently
By integrating these capabilities with Statnett’s digital ecosystem, Trinet created a seamless and scalable access environment—ensuring operational continuity while enhancing customer satisfaction.
“Modern utilities require more than power—they need powerful digital experiences. With Statnett, we co-created a CIAM solution that’s fast, secure, scalable, and ready for the future of energy innovation.”
Results: Frictionless Access and Future-Ready Digital Growth
The transformation was not just technical—it was strategic. With a unified CIAM system now in place, Statnett has unlocked a wide range of business and customer benefits, including:
- 97% reduction in IT support tickets for login and access issues
- 50% improvement in onboarding speed for new users and applications
- Enhanced personalization through user-specific dashboards and insights
- Strong security posture aligned with GDPR and ISO standards
- Scalability to support over 10,000 users across multiple regions
- Consistent user experience across web and mobile platforms
Perhaps most importantly, Statnett’s new CIAM system lays a foundation for future digital initiatives—empowering the utility provider to explore smart grid solutions, customer analytics, and AI-powered personalization with confidence.
Looking Ahead: Scaling With Security and Simplicity
As the energy industry undergoes rapid digitalization, utility operators like Statnett need more than just secure infrastructure—they need a digital identity strategy that evolves with their customers. Trinet Technologies continues to support Statnett through ongoing performance optimization, feature enhancements, and identity governance best practices.
This engagement has become a benchmark for how utility providers can drive digital transformation through the lens of secure and unified identity access.
