Case Study: Luminus improves customer experience and reduces churn with Hello Customer

Becoming the preferred energy supplier in a competitive market

Luminus, a Belgian energy supplier, wanted to become the preferred provider in a highly competitive, price-driven market by improving customer experience and reducing churn. Using Hello Customer’s platform, they set out to capture feedback in a more user-friendly way, get a holistic view of the customer journey, and make it easier to share insights across their 2,000 employees.

Hello Customer enabled Luminus to collect open feedback in real time, analyze satisfaction across key touchpoints with AI, and connect insights to Salesforce for targeted coaching and more personalized customer conversations. The result was faster, more actionable analysis, better internal collaboration, and measurable feedback engagement, including a 15–30% response rate to open feedback, helping Luminus improve retention and sharpen marketing and coaching efforts.

Luminus

Sophie Lambrechts

Customer Experience Manager