Case Study: Lumo Energy achieves 44% Net Promoter Score boost and cuts contacts, complaints and churn with Nintex Promapp

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

Lumo Energy, part of Snowy Hydro Limited and operating across Victoria, NSW, South Australia and Queensland, struggled to capture reliable process documentation. A previous project left just 50 processes in ring‑binders, hampered by rapid change, high staff turnover and lack of ownership, leaving executives without confidence in process records or a way to drive consistent customer outcomes.

By adopting Nintex Promapp and establishing an Executive Process Improvement Forum and clear governance, Lumo grouped processes by function, drove business‑owner accountability and published ~500 processes in the first 12 months. The single source of truth and collaborative model delivered strong results: 25% fewer contacts per customer, 50% fewer ombudsman complaints, 21% lower churn, a 44% lift in Net Promoter Score (to +13 from -31%), improved quality, reporting and employee engagement.

Lumo Energy