How Upya’s Workflow Automation Helped Lumos Digitalize Field Operations in West Africa.
Our partnership with Upya allowed us to move to a dynamic, scalable platform that supports our long-term growth. The impact on productivity, service delivery, internal and field team coordination has been game changing.”
Alistair Gordon
CEO at Lumos
Lumos is a leading solar energy provider committed to transforming lives by delivering affordable and reliable solar solutions to underserved communities in Africa. Operating in Nigeria and Côte d’Ivoire, Lumos offers solar home systems that allow customers to power essential devices such as Small Home Theatre, led TV , laptops, DC Fan, radio , CCTV, mobile phone, DC bulb, AC standing fan, sewing Machine, clippers and decoder.
At its core, Lumos’s mission is to bridge the energy access gap for the nearly 1 billion Africans living without reliable electricity. By combining user-friendly solar technology with personalized service, Lumos empowers families and businesses to save money while contributing to significant reductions in CO₂ emissions.
Since 2023, Lumos has partnered with Upya to digitalize their field operations and automate their workflows. By leveraging Upya’s cutting-edge solutions, Lumos has improved operational efficiency, enhanced customer satisfaction, and created a scalable model for growth.
Field: Solar Home Systems
Markets: Nigeria, Côte d’Ivoire
Clients: Households in rural areas
Joined Upya: November’22
As Lumos scaled its operations across two major West Africa markets, it found it increasingly hard to efficiently manage its growing field staff (e.g., agents, operators) and streamline customer management. Critical processes became inadequate and sometimes too manual or semi-digital and inventory management lacked detailed tracking.
While expanding across key West African markets, the team identified a growing need for a more adaptable and integrated solution to manage field operations, inventory, and customer coordination. With evolving business demands and the desire to scale efficiently, Lumos prioritized flexibility, automation, and enhanced control as critical requirements for success. This led them to seek out a scalable, cloud-based platform that could support these needs and future growth.
Upya’s Workflow Automations were important in resolving Lumos’s primary challenge: the necessity for a more adaptable and dynamic system. Through system modernization, Upya equipped Lumos with the requisite agility to match its operations with its evolving business model and the rapidly changing market environment. The platform provided the flexibility needed to align field operations with a growing and evolving business model, while enabling streamlined coordination across teams and scalable processes for expansion.
They implemented a system that was instrumental in optimizing such critical processes as their customer acquisition workflow, establishing a ticketing system for managing malfunctions and fully digitizing inventory management for smoother stock movement. These enhancements not only lowered expenses but also augmented Lumos’s capacity to adapt, develop, and expand their services to accommodate rising demand.
Upya has made working with our partners a seamless process; from customer acquisition, stock and logistics management to monthly repayment and issue management”
Tunde Salimonu
CTO at Lumos
Fully Digitized Field Operations
Automated Payment Process
Real-time Notifications Enabled
Automated Customer Engagement
Upya is good at transforming needs into customised solutions. The whole system is designed to make it possible to get the right set of features according to the business.”
Critical Use Cases
Using Upya’s Workflow automations, Lumos integrated a wide range of automation tools to seamlessly connect their field sales teams, office-based verification staff, local warehouses, and logistics operators. Client Onboarding Workflow and After-sales & Warranty Management Flow Workflow are two key workflows that have significantly helped Lumos streamline their processes for acquiring new customers and managing after-sales services, including warranties and device repairs.
Clients across the Global South use Upya’s features to digitalize and scale field operations, from nonprofits distributing fertilizers to smallholder farmers in India to O&M providers for utilities in East Africa. Businesses in Venezuela streamline smartphone distribution, while brewing companies in Cameroon track agent performance and daily activities.
Upya’s highly flexible and scalable solutions transformed Lumos operations, enabling them to streamline their processes, enhance efficiency, and set the foundation for sustainable growth. By leveraging Upya’s technology, Lumos now operates with greater agility, positioning itself for long-term success in the off-grid energy sector.
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