CASE STUDY [UTILITIES & MINING] Lumo EnergyLumo Energy is owned by Snowy Hydro Limited, one of Australia’s largest and oldest renewable energy generators, and operates in Victoria, New South Wales, South Australia and Queensland. Business Benefits 25% reduction in contacts per customer 50% reduction in ombudsman complaints 21% reduction in customer churn 44% increase in Net Promoter Score Increased employee engagement scores Enhanced reporting capability When Lumo Energy won the Outstanding Innovation Category at the Global Business Excellence Awards, the judges said: “Lumo Energy has transformed its business with a new governance process program. Using the Nintex Promapp solution, it has standardized 600 processes, cut duplication and generated more collaboration through

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