Boosting Sales Efficiency at Luminus with Better Data and Faster Follow-Up

The Challenge

Luminus, a fast-growing energy solutions provider, relies on strong customer relationships built through frequent customer meetings. Ensuring timely meeting follow-up and executing action items is key to building long-term partnerships. However, the more demanding the schedule, the harder it became for field sales reps to complete CRM updates. 

After multiple visits in a single day, reps returned home with handwritten or laptop notes, or a combination of both. Documenting meetings while details are fresh produces better quality data. But in practice, many reps postponed admin until the next day, often forgetting small but important details. Meetings with large industrial customers added an extra layer of difficulty. Complex sessions that often included production site visits can last two hours, which makes taking notes and capturing action points difficult and time-consuming. 

As the business moves toward using data analytics to improve customer engagement, Luminus needs better insights from customer visits. Although the organization is transitioning to a full-scale CRM setup, adoption is not yet at the level needed to support this next phase. Growing meeting complexity, delayed admin, and incomplete data made it hard for sales to operate with the speed and precision Luminus needed.

The Solution

To address these challenges, Luminus decided to use Donna. The business wants to help sales teams work smarter and improve data quality, especially since their shift from commodity sales to a solutions-driven model means reps now manage broader conversations and new services.

The rollout began with a pragmatic pilot. Once administrative and security hurdles were cleared the trial moved smoothly, with field reps quickly recognizing the benefits from the time saved on admin.

The pilot aligned closely with Kairos, a larger internal initiative to embed AI across all departments. Donna became a natural fit within this program, reinforcing the company’s commitment to simplify processes and support customer-facing teams. The goal was clear: free salespeople from administrative tasks so they could focus on building customer trust, while contributing richer data back into the organization. 

The Impact

Donna’s value is visible across day-to-day operations. The note taker for meetings generates great enthusiasm, with customers even asking for copies of the summaries. Sales teams gain immediate clarity with clear key takeaways and next steps, which improves follow-up and strengthens client interactions. Reps also see the impact in using Donna to track leads and identify cross-selling opportunities.

“We're seeing the direct impact of the note taker in meetings. We even have customers asking us, ‘What is this?’ and ‘Can I get the exact summary?’ Donna helps us instantly summarize notes with key takeaways and action points. That was the wow factor in using this for the first time.” - Danny Decoster, B2B Performance and Change Manager, Luminus

Internally, Donna helps spark discussions about the future of sales, including which KPIs matter and how teams should work. She also demonstrates value in coaching and development. The ability to review conversations without the presence of senior staff in every meeting has opened new possibilities for onboarding and customer engagement skill-building. 

“I think it's very valuable for experienced salespeople to save time on customer onboarding or coaching sessions, which Donna could do instead — coaching salespeople to improve their work and connect with people.” - Danny Decoster, B2B Performance and Change Manager, Luminus

Luminus recognizes Donna’s potential beyond CRM data entry. With sales operating in a heavily regulated and technically complex environment, pairing Donna’s capabilities with access to a knowledge database would help reps answer client questions more confidently and reinforce their role as trusted partners.

One early finding from the pilot was that positive reactions had little to do with age or experience. Experienced reps who struggled with admin found Donna helpful and intuitive, while younger reps were curious and open to trying her. The response highlights that Donna is a universally supportive tool for field sales, not one tailored to a specific group.

These positive early outcomes give Luminus confidence to move toward full rollout. As a result, Donna is considered an important part of how the business strengthens customer relationships, improves data quality, and supports a modern, effective sales team.

“Donna isn’t something we’re testing in isolation. She’s evolving with us. It’s a true partnership focused on helping our sales reps perform better every day.” - Pieter van Lanker, Boss Paints Belgium