Case Study: Lumo Energy achieves standardized processes, reduced complaints and a 44% NPS boost with Nintex Process Manager

Lumo wins innovation award for business transformation

Lumo Energy, an Australian retail energy business owned by Snowy Hydro, faced a dysfunctional process documentation program: change was rapid, staff turnover high, and progress stalled with only 50 paper-bound processes and little executive confidence in their governance. This lack of a single source of truth created duplicated work, siloed teams and wasted time and money across the business.

Lumo established an Executive Process Improvement Forum, adopted a process governance policy and implemented Nintex Promapp to centralize, simplify and socialize processes—grouping them by function and driving business-owner accountability. Within 12 months about 500 processes were published, delivering measurable outcomes: 25% fewer contacts per customer, 50% fewer ombudsman complaints, 21% lower churn, a 44% uplift in Net Promoter Score (from -31% to +13%), improved employee engagement, better quality assessments and enhanced reporting.

Lumo Energy

Michelle Scott

Documentation Specialist