Case Study: One.com achieves a complete, real-time view of customer experience and strategic insights with Lumoa

One.Com Turns Insights Into Strategic Advantages With Lumoa

One.com, a web hosting and domain provider serving over 1.5M customers in 149 countries, faced a limited view of customer experience—only collecting feedback after service interactions and missing insights from roughly 90% of the customer journey. Head of Business Excellence Mikkel Nedza sought a systematic, organization-wide approach and engaged Lumoa to provide an AI-driven solution to capture and analyze feedback across touchpoints and languages.

Lumoa delivered an AI-based analytics platform with smooth onboarding and a baseline setup that now processes thousands of customer responses monthly, providing real-time, structured insights. As a result, One.com gained a complete view of customer experience, can prioritize initiatives with measurable impact, monitor changes in real time, and leverage positive feedback as a strategic asset—benefits One.com attributes directly to Lumoa.

One.com

Mikkel Nedza

Head of Business Excellence