Multi-year customer experience investment gives every customer one real-time view of their fleet, expanded feedback programs, and proactive, AI-enabled support.

PLANO, TX, USA — August 13, 2026 — Luminator Technology Group (“Luminator” or “the Company”), a global transportation technology provider of software, hardware, and AI-powered solutions, today announced the completion of a key phase in its data-driven customer experience modernization initiative, with all North American field service operations now unified on a single customer platform.

The milestone completes the consolidation of every customer-facing team onto one system and opens the next phase of the work. Luminator's customer care, technical support, field service, repair, training, and project management teams now work from one shared, real-time view of each customer's fleet, assets, and service history, with artificial intelligence generating health scores for those assets to help teams gauge equipment condition and prioritize service.

The announcement advances Luminator’s broader transformation. With nearly 100 years in the transportation industry, Luminator has grown through organic expansion and acquisition, moving from an early focus on lighting to the passenger information and video security systems it delivers today in more than 85 countries. As it brings software, data, and hardware together into scalable systems, Luminator is advancing its support model to match, so agencies get dependable service as their fleets and technology grow.

“Luminator has grown from ten separate brands into one company, and from a hardware supplier into a trusted integrated technology partner,” said Magnus Friberg, Chief Executive Officer of Luminator Technology Group. “Investing in the customer experience is the natural next chapter. Operators should be able to count on the same quality in our support as in our products. That is how we deepen long-term relationships, and how we build a more durable business.”

What the investment delivers for customers:

• One system, complete context. Whether the need is a support case, a repair, or an on-site visit, teams work from a single shared record of the customer’s fleet and history.
• Faster, smarter field service. Work orders are routed to the technician with the right skills and parts, and technicians arrive on site with full visibility into the equipment and prior service.
• Listening at scale. Customer satisfaction and Net Promoter Score survey programs across North America and Europe channel feedback directly into how Luminator improves.
• Proactive support on the horizon. A Proactive Alarm Monitoring program is turning equipment telemetry into service cases before a customer has to call, with AI-enabled service capabilities next on the roadmap.

Taken together, these steps point toward the next horizon Luminator is working to reach: increasingly predictive service that anticipates and manages maintenance needs before they surface, keeping fleets running with fewer interruptions.

The transformation began in early 2024. Luminator started by consolidating case management for its customer care and technical support teams onto one system, then extended it team by team. Along the way, Luminator standardized processes across those teams, strengthened dashboards and reporting for the Company and its customers, and rolled out a new learning platform with structured training for agency staff and its global teams. This week’s field service launch brings on-site service into the same environment, closing the loop between what a customer reports and what happens when a technician arrives.

The gains are measurable. Luminator has brought roughly 40,000 field work orders a year onto the platform, reduced support case resolution time by 50%, and holds a 4.6 out of 5 customer satisfaction score.

“We set out to give every customer one Luminator to work with, no matter how they reach us,” said Justin McDonnell, Vice President of Customer Experience at Luminator Technology Group. “Today our teams answer technical cases in about 24 minutes on average, and with field service now on the same platform, a technician arrives fully informed, with a holistic snapshot of customer health and the ability to resolve issues across every aspect of their operation. This is a milestone, not a finish line.”

The field service launch is the latest step in Luminator’s customer experience journey, with more to come. Luminator's strategy is driven by three assurances all transit agencies need: information riders can trust, security across every route, and visibility across the fleet. Software is what connects them. By pairing scalable software and proven hardware with AI applied to in-service systems, Luminator gives agencies of any size common ground to modernize on.

About Luminator

Luminator is a leading transportation technology solution provider worldwide, enabling agencies and operators of every size to deliver safer, more reliable, and more connected rider experiences. The Company has evolved from a hardware provider to an innovator of scalable platforms that bring together software, data, and proven systems to solve real operational challenges for transportation agencies worldwide. Founded in 1928, Luminator supports customers in more than 85 countries with a team of nearly 850 people, helping to improve safety, increase efficiency, and deliver a better journey for every rider. Learn more at luminator.com.

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