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Salesforce Manufacturing global

Luminator

Customer Service Automation · Enterprise Knowledge Search

Luminator's field technicians and service teams were relying on spreadsheets, PDFs, emails, and manual triage to troubleshoot transit equipment, answer case-status questions, and keep customers informed across a growing support queue.

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20% projected improvement in tech team efficiency
28% projected improvement in customer support efficiency
Average of 400 customer cases each month
More than 100,000 buses and trains

Reported impact

Business outcome

Luminator expects technicians to solve issues faster, customers to get 24/7 repair transparency, and service teams to become more efficient while also surfacing warranty and replacement-part sales opportunities from the same data foundation.

  • Customer Experience
  • Productivity Improvement
  • Revenue Growth

Solution

Luminator is using Agentforce across technician support, customer service, and proactive sales by grounding the agent in data from Agentforce Service, Agentforce Manufacturing, and Experience Cloud. Technicians access the agent from phones or tablets, where Agentforce reasons over structured records such as serial numbers and unstructured artifacts such as past chats, emails, and troubleshooting documents to explain error messages and suggest repair steps. When the issue is unusual, Agentforce compares the job with similar historical cases, proposes likely fixes, and then writes the completed repair summary back into the customer's service profile instead of forcing manual note taking. The same architecture powers 24/7 customer status updates and sales prep, letting customers check parts, warranties, and case progress in chat while internal teams use the unified account and asset history to anticipate renewal or warranty opportunities.

Data flow

Technicians and customers log into Luminator's Experience Cloud site, ask Agentforce about a product or case, and the agent pulls serial-number records, prior chats, emails, and asset history from Agentforce Service and Agentforce Manufacturing before returning guidance, summaries, or part-status updates.

Solution architecture

4 components · 2 layers
  1. Serving
    • Agentforce Service Holds structured and unstructured service data that Agentforce uses for troubleshooting and case summaries.
    • Experience Cloud Provides the login and chat surface for technicians and customers on the Luminator website.
    • Agentforce Manufacturing Supplies asset and warranty context that supports parts updates and proactive sales follow-up.
  2. Orchestration
    • Agentforce Provides technicians and customers with conversational support, status updates, and guided troubleshooting.

Architecture clues

  • Agentforce reasons across prior chats, emails, technical specs, and serial-number records.
  • Repair summaries are written back to the customer's profile instead of being typed manually.
  • The same asset history is reused for proactive sales outreach around warranty expiration.

Evidence from the source

Agentforce will instantly retrieve the relevant technical specifications from Agentforce Service.
Field technicians relied on spreadsheets and PDFs ... to find these details in their preferred language.
It's projected to lead to a 28% improvement in customer support efficiency.
It's projected to result in a 20% increase in tech team efficiency.
Transparency Evidence & methodology 100/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    2 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    4 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Salesforce

    Luminator customer story

    First-party
    https://www.salesforce.com/customer-stories/luminator/
    Source type
    Vendor-published customer story
    Published
    Apr 14, 2025
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Apr 14, 2025 · Salesforce · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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