Case Study: Outotec achieves real-time, organization-wide actionable customer insights with Lumoa

Outotec Aligned Customer Insights With Company Values

Outotec, a global provider of mining, metals and chemical industry technologies with over 4,000 experts, had built a continuous feedback loop using Microsoft Dynamics “Voice of the Customer” but struggled as open‑ended feedback volumes grew — analysis became a bottleneck and quarterly reporting required about two weeks of manual work. Seeking a simple, fast, intuitive tool that integrated with their survey platform and reflected their customer‑focused values, Outotec selected Lumoa.

Lumoa was deployed to analyze NPS and open feedback from the Dynamics collection with quick onboarding and senior‑management involvement. As a result, reporting time has been cut dramatically and analytics are available in real time, user adoption has doubled, and insights now reach stakeholders from local teams to the executive board. Lumoa removed data complexity, enabled more targeted reports across markets and functions, and made customer feedback actionable for sales, product development and HR.

Outotec

Maarit Kivinen

Director of Customer Insights