Luminator Technology Group designs and delivers technology that moves people, from on-vehicle displays and automated stop announcements to networked safety systems and diagnostic tools. Their solutions enable safe, transparent, and intelligent transit systems. Their platforms serve more than 100,000 buses and trains in over 85 countries, touching millions of riders every day.

To modernize service operations and strengthen customer trust, Luminator sought a proven Salesforce partner who could unify systems, improve efficiency, and strategically guide them through a broader digital transformation.

Challenge: Providing Service at Scale

Behind the scenes, Luminator’s service operations relied on siloed systems that made it difficult to manage customer requests effectively. Zendesk managed customer cases, while Infor SyteLine ERP held critical data on orders, parts, and accounts… but the two systems didn’t communicate. Employees had to swivel between platforms, often piecing together incomplete or conflicting information.

In a business where delayed responses impact transit reliability for millions of riders, Luminator knew these siloed systems weren’t sustainable, and that this fragmented environment would inevitably lead to:

• Missed deadlines when service teams couldn’t access the right data quickly
• Frustrated customers left waiting for updates or clarity on repairs, including major transit agencies and city municipalities
• Strained employees stuck in manual processes instead of focusing on higher-value work

The Solution: A Connected, AI-Enabled Platform with Room to Grow

ForeFront replaced Zendesk with Service Cloud and Service Cloud Voice to create a streamlined case management system that makes it easier to log issues and get fast resolutions. To remove the biggest barrier, siloed data, ForeFront used MuleSoft to integrate SyteLine with Salesforce. For the first time, Luminator has a 360° view of customer accounts, service requests, orders, assets, and inventory in a single system.

The project also included a new customer self-service portal, where agencies can log cases, check status, and access information without waiting on a support rep.

A Service Agent, powered by Agentforce, was also introduced on the portal. 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 fast responses, reduced wait times, and fewer transfers between reps.