Luma Energy modernizes customer service with new app and call center improvements

In a recent meeting, the Camara de Representantes of Puerto Rico discussed significant advancements in customer service technology by Luma Energy, aimed at enhancing the experience for nearly one million clients. The introduction of the Miluma app and Miluma Web has expanded service options, allowing customers to manage their accounts online 24/7. Users can check account balances, pay bills, and report service interruptions, among other features.

As of February 28, 2025, Luma reported 969,195 registered users on Miluma Web and 203,932 app users. This digital shift is part of a broader strategy to modernize customer service, which also includes a redesign of billing statements for clarity and the implementation of a cloud-based contact center to improve response times. The average response time for customer calls has decreased significantly, with a reported 70.4% reduction in wait times compared to the previous fiscal year.

However, the meeting also addressed the controversial decision to close seven customer service centers, a move aimed at reallocating resources to enhance the remaining 18 centers. This decision was based on operational evaluations indicating low foot traffic at the closed locations, which received fewer than 15,000 visits annually for non-payment transactions. Luma emphasized that even after these closures, they will maintain more service centers than the local water authority, ensuring accessibility for residents.

To mitigate the impact of these closures, Luma has communicated extensively with local stakeholders and has increased staffing at the remaining centers to ensure efficient service. They are also investing approximately $2.8 million to improve customer service areas, particularly for elderly clients, by adding more payment stations and implementing automated queuing systems.

Luma's commitment to enhancing customer service is evident in their ongoing efforts to provide reliable and accessible energy solutions while adapting to the needs of the community. As they continue to refine their services, residents can expect a more streamlined and user-friendly experience in managing their energy needs.