Illuminating consumer engagement
We get results by developing and integrating technology to provide insights that empower positive consumer engagement.
We understand consumers
Lumin has been built upon 20 years’ experience in managing the resolution of consumer complaints for businesses.
We’ve been clients ourselves
We understand how crucial it is to collaborate with a partner that understands the needs of your business and its consumers.
Why we do what we do
Retaining consumers is a key component of any sustainable business strategy
Providing consumers with a positive experience through their digital journey can dramatically extend the lifetime value of your client base. Our ambition is to empower businesses to be more consumer-centric, with technological solutions playing a supporting role (rather than dictating processes and determining outcomes). This approach enables the people in the process to connect on a human level with the technology enabling them to deliver fair outcomes that demonstrate understanding.
Lumin provide integrations between platforms and build bespoke solutions to address unique B2B and B2C business challenges. These can include online client interfaces for optimal consumer engagement and digital solutions for internal process improvements.
We can not only identify areas for improvement with data-driven insight and best practice benchmarks but can build the technology to empower your business to achieve its engagement and retention potential.
Dispute Resolution Platform
Our dispute resolution platform empowers businesses to connect with consumers online, providing a positive user experience by intuitively recording their complaint which is then immediately available for colleagues to resolve issues in a way that restores confidence.
Providing a positive consumer experience
Complainant retention by businesses that resolve consumer issues quickly and easily.
Average increase in the speed of complaints handling through our platform.
Decrease in costly appeals where process changes and our platform are used.
Who we are
Empowering consumer-centric businesses
What do you get when you pull together seasoned energy and communications consultants, genius data scientists, a crack team of senior project managers and the cream of full stack technology developers?
The answer is Lumin: a team of dynamic problem solvers focused on improving the way that providers and consumers engage.
Lumin are dedicated to building better businesses through increasing consumer satisfaction.
We use our expertise in data insight to understand the human impact and make a difference to others.
We do our best work when invited to ask difficult questions. We push to stay ahead of the game. We’re ambitious for you.
We develop trusting relationships that enable us to challenge thinking around your wants and needs, to create the right outcomes.
Meet some of our team
Our problem solvers
The visionary behind Lumin, Rob’s experience spans the highs of innovating transformational solutions to the lows of picking up the pieces of poorly designed and under-delivered technology programmes. Having seen the best and worst of digital delivery, Rob is passionate about working in a strategic, consultative partnership to build better businesses.
Rob has hand-picked a dynamic team of problem solvers who collaborate to challenge, transform, maintain and evolve the businesses Lumin support.
Head of Development
Gareth leads the technical advancement of all solutions Lumin design, develop and support. His experience lies in facilitating the development of intuitive user experiences that optimise consumer engagement and deliver tangible value.
Gareth and his teams collaborate with our clients to ensure that we evolve meaningful connected solutions that align with their business needs and processes, resolve issues, build confidence and support growth.
Head of Project Management
Suzy’s 17 years’ experience in IT project management for the communications and energy sectors is central to Lumin’s approach. She contributes valuable insight in how improving employee and consumer experience increases business values.
Suzy’s scientific background and analytical thinking ensure that every aspect of a project, solution and delivery plan is carefully considered, tailored to the business and brought in on time and on budget.
Head of Customer Care
Glyn joined the Lumin team with over 30 years’ experience in providing exceptional customer IT support. He understands the value of building relationships with high trust values and what it takes to maintain and evolve the IT systems that underpin business operations.
Glyn and his team are dedicated to their clients and are proud to go the extra mile in the support they provide.
What we do
Lumin specialise in consumer retention through positive complaint handling
Our team of consultants review your current processes and combine their findings with those of our data analysts to provide valuable insight on how to improve your service and engagement.
Our team includes business analysts, consumer experience experts, data scientists, IT, infrastructure and system consultants, all motivated to understand and improve how your consumers and employees connect.
The projects that we engage with involve significant scale and scope so we embed our senior project managers within organisations to ensure the very best outcomes.
There is seldom a single solution that powers a business so the ability for those systems to communicate with one another has a huge bearing on efficiencies and insight. Lumin specialise in integrating digital systems and data sources to optimise intelligence and streamline business operations.
To ensure that adoption is optimised, we often prototype with pilot schemes before implementing mass roll-out. Working with your stakeholders throughout the process is critical, as are our thorough training and onboarding services that ensure that ‘transformation’ is not a buzzword but a reality.
Consumer engagement is multi-faceted and omni-channel. 84% of complaints are now submitted via a mobile app. Lumin consultants are well versed in complementary technologies and can help to identify where solutions can add value to your business.
Continuous improvement and security
Our team features certified security experts who use their cybersecurity knowledge to tailor protection specific to your needs, ensuring that your business is resilient and improves in step with your consumers’ expectations.
System architecture and development
Our consultative approach and technological capabilities enable us to audit, design and develop digital systems that work for your business.
Technology requires regular maintenance and as the needs of your consumer and business evolve, your technology needs to keep in step with that. Our comprehensive support services ensure that you have access to both strategic proactive services and support resource whenever you need it.
Sometimes a few well-informed tweaks to your process, online interface or colleague training can have a hugely positive impact, whereas at other times systems and technology require complete modernisation to achieve success.
How we do things
We understand the critical role of technology in consumer engagement and retention
With Lumin you have a partner that understands the science, psychology and technology needed to resolve consumer complaints, restore confidence and build loyal communities. We invest in our clients’ success, digging deep into their processes and consumer experiences to challenge and transform for a more consumer-centric future.
We embed our team of consumer process experts within your business to undertake an audit of your current procedures, practices, systems and available data.
We report back our findings, benchmarked against industry norms, highlighting areas of improvement.
We discuss the strategic priorities of the business and establish the most appropriate course of action.
We collaborate to create optimal consumer experiences and business processes which are often realised through technological solutions crafted to those requirements.
We measure success through tracking consumer and employee satisfaction rates. We know that happy consumers and employees make happy and successful businesses.