Since 1928, Luminator Technology Group has delivered globally recognized technology solutions that increase intelligence, safety, and efficiency for public transit operations.

Manual processes slowed technicians and delayed critical transit updates.

For passengers on public trains and buses around the world, Luminator technology plays a fundamental role in ensuring their journey is smooth and safe. Luminator creates the technology that guides public bus and train passengers from Point A to Point B, from the always-on security camera to the automated announcements for next stops. Established in 1928, Luminator’s technology can now be found on more than 100,000 buses and trains in more than 85 countries around the globe. 

Throughout their long history, Luminator has built a portfolio of dozens of transit technologies that inform passengers, keep drivers safe, and connect transit employees electronically to their fleets.  Each product comes with its own schematics, troubleshooting tips, and repair instructions. Field technicians relied on spreadsheets and PDFs, either on paper or on tablets, to find these details in their preferred language — a time-consuming process that has made it difficult to keep up with the volume and complexity of repair requests. For example, if a field technician needed help troubleshooting a 10-year-old destination sign, they would have to search through documentation on their own or, if they couldn’t find what they were looking for, call the office-based tech support team. That team then would search for the old technical specs listed in spreadsheets and send troubleshooting instructions back and forth via email. To minimize service disruptions, field techs would often work overnight and sometimes have to wait until business hours for a response from the office-based support team — wasting precious hours to get vital systems back online.

The technical support team faced similar challenges servicing global products and managing an always-packed service queue. They received and processed an average of 400 customer cases each month, such as, “Our server is down. Can one of your engineers log on and troubleshoot what’s going on?” or “What’s the status of the video security camera system for bus number 116?”

Support reps had to triage and prioritize each request manually, and it sometimes took hours to send an update about lower-priority issues. They couldn’t provide real-time updates outside business hours, leaving transit system administrators in the dark about when repairs would be completed or replacement parts shipped from the warehouse. This made it difficult for them to predict when service would resume, which led to frustration and disruption for riders. 

To deliver stellar service and keep mass transit systems running smoothly, Luminator knew they needed a way to keep customers informed 24/7 and empower technicians to make repairs anytime — without delays.

Agentforce helps Luminator sales teams anticipate customer needs.

With the Salesforce Platform, Luminator has a 360-degree view of each customer, such as which products they use, the status of the replacement part they ordered, and how often a product has needed repairs. Agentforce can use that data to provide actionable insights to prep sales teams before customer meetings. For example, if a public rail line’s on-board mobile video equipment has required repeat repairs, Agentforce can prepare summaries of this service history. That provides Luminator sales teams with the information they need to proactively address the customer’s future needs. 

Agentforce also helps sales teams anticipate customer needs with proactive outreach based on asset and warranty information in Manufacturing Cloud.  Reasoning across that data, Agentforce can prompt sales teams to sell extended warranties to a large transit system for products that are going out of warranty. An insight that could have been overlooked in a sea of records instead turns into a sales opportunity — ‌and prevents disruptions for customers who may not want to find themselves unexpectedly without a warranty.