Since 1928, Luminator Technology Group has delivered globally recognised 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 minimise 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 prioritise 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 puts real-time technical expertise at technicians’ fingertips.
With Agentforce, the agentic layer of the Agentforce 360 Platform, Luminator’s field technicians and in-office support teams now have an AI agent to provide instant and deep technical expertise — where and when they need it.
Instead of manually searching through spreadsheets and PDFs, field technicians can use their tablets or phones to log in to the Luminator website and chat with Agentforce. For example, if a field technician needs to repair an on-board customer information sign that’s displaying an error message, they can ask Agentforce to look up what the error message means and how to resolve it. Agentforce will instantly retrieve the relevant technical specifications from Agentforce Service, which contains structured data such as product serial numbers, and unstructured data, such as previous customer chats and emails describing the issue. That’s projected to result in a 20% increase in tech team efficiency.
“Previously, every single question or task needed human interaction on our part, no matter how small,” said Adam Drexler, Luminator’s project manager. “Now, we can use Agentforce to rapidly help serve our customers at scale.”
If a repair turns out to be more complex, the technician can describe what they’re seeing to Agentforce, which will guide them through troubleshooting steps. Because Agentforce can reason across outcomes from similar service cases in Agentforce Service, it can even suggest creative solutions for unusual issues — an invaluable resource in the field. For example, if an onboard destination display is flickering despite standard troubleshooting techniques, Agentforce can analyse similar jobs to determine what worked for them. It might suggest updating the firmware, which, while not a standard technique for troubleshooting this issue, worked for a similar case with a related product.
Once the technician finishes the job, they can ask Agentforce to generate a summary and upload it to the customer’s Agentforce Service profile, rather than writing a manual summary themselves. These automatic updates save valuable time, ensure transparency, and are expected to increase our service level — because technicians will be able to get to more repairs, faster.
Agentforce is enhancing how our customer support team operates. They can offer a personal touch and pull from a central source of truth that’s integrated deeply with our Agentforce Service.
Magnus FribergChief Executive Officer, Luminator
Customer service goes 24/7 with an always-on digital labour force and easy-to-use natural language chat.
Agentforce is also transforming Luminator’s customer support by making real-time updates easily accessible. Previously, customers had to email or call the service team just to check on a repair or warranty status. Now, they can simply chat with Agentforce for instant, personalised updates.
“Agentforce is enhancing how our customer support team operates,” said Magnus Friberg, Chief Executive Officer. “They can offer a personal touch and pull from a central source of truth that’s integrated deeply with our Agentforce Service.”
For example, if a customer wants to know whether their replacement part has arrived at Luminator’s Texas facility, they can log in to the Luminator website and ask Agentforce. By reasoning across data in Agentforce Manufacturing and Agentforce Service, Agentforce understands the customer’s repair history and past conversations, locates the asset, and provides a real-time update like, “Our supplier has shipped your part, and it should arrive in the next 48 hours. Would you like me to send you an update when it arrives?”
If a customer needs help from a live support rep, Agentforce seamlessly hands the case off — complete with an AI-generated summary of the conversation and the customer’s service history. This saves the customer from having to repeat themselves and allows reps to jump straight into solving the issue. It’s projected to lead to a 28% improvement in customer support efficiency.
By automating routine updates, Agentforce frees up Luminator’s support teams to focus on what matters most: keeping transit systems running safely and efficiently for hundreds of thousands of passengers around the world.
Agentforce helps Luminator sales teams anticipate customer needs.
With the Agentforce 360 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 Agentforce Manufacturing. 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.
What convinced me to use Agentforce is that it has access to customer data while ensuring that our data is protected and stays in our ecosystem.
Justin McDonnellDirector, Customer Experience, Luminator
Luminator was already a valued Salesforce customer, having improved the customer and staff experience with Agentforce Manufacturing, Agentforce Service, and Experience Cloud, and centralised their data on the Agentforce 360 Platform. Adopting Agentforce was the logical next step, empowering Luminator to make the most of its data and existing technology investments, securely.
“What convinced me to use Agentforce is that it has access to customer data while ensuring that our data is protected and stays in our ecosystem,” said Justin McDonnell, Director of Customer Experience.
Agentforce serves as a seamless extension of Luminator’s team, providing an always-on digital workforce that enhances technician and service rep capabilities. By delivering instant, 24/7 support, Agentforce helps improve customer satisfaction with quicker responses, reduced wait times, and the elimination of repetitive interactions when customers are transferred. This is made possible by Agentforce 360’s unified platform, which ensures Agentforce has the same unified, 360-degree customer view as Luminator’s team. Luminator staff and Agentforce, on the job together, will keep public transit riders safely on their way.
