Lumo Energy Standardizes 600 Processes, Reducing Customer Churn and Increasing Employee Engagement

Process Improvement Reduces Strains and Increases Employee Engagement

Lumo Energy’s implementation of Nintex Promapp® involved two aspects: (1) grouping processes by function (instead of business unit), and (2) getting business owners
to buy into the program. The first allowed employees to think in terms of larger business operations rather than departmental divides, and the second ensured leadership would prioritize the program and set aside resources to capture processes. This model resulted in a high degree of engagement and more than 500 processes documented within a year.

Nintex Promapp® caused a dramatic shift within the company, encouraging teams to read, use and improve processes regularly. Access to a “single source of truth” allowed employees to maintain consistent processes across departments (where before they were unaware of shared procedures), cementing Nintex Promapp® as central to the business. Benefits have included reductions in contacts per customer, less customer churn and fewer ombudsman complaints, along with increased employee engagement scores.