Since 2000, Ilumno has supported higher education institutions to implement models of growth and virtuality. It assists more than 100 universities around the world in transforming their face-to-face academic programs into an online experience focused on the students’ needs. Its mission is to expand access to quality higher education.
Focusing on the students
More than 15 years ago, Ilumno began a transformation process that emphasizes flexibility and self-care, placing young students at the center of its business strategy.
“We help universities consolidate the paradigm that allows them to focus on the student. Today, many institutions have begun to recognize that their reputation is not enough, and in order to retain their students, they must adopt a service approach,” said Jaume Cascales Muñoz, Director of IT Operations at Ilumno.
However, the company realized that its solution, which was founded on on-premises technology, made it difficult to meet its transformation objectives.
“We had it installed in our own infrastructure in each of the countries,” said Cascales Muñoz. “This forced us to deal with incidents and, at the same time, it posed a series of maintenance challenges in the operating systems and databases. We felt that the model, despite producing results, was starting to show signs of obsolescence.”
Reinventing the business
In 2019, Ilumno adopted a new business strategy that gave the contact center a leading role. The goal was to find a solution that would enhance the new way of working at Ilumno that uses automation strategies, artificial intelligence (AI) and machine learning.