Minutes, Not Days: illumine’s Proactive Customer Support Aligned with the UAE Work Week
Location
Abu Dhabi
Multi- Center
Single Center
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About Falcon Nursery
Falcon Nursery is a leading childcare provider in the UAE, offering high-quality early education for over 9 years. With a commitment to child development and parent communication, Falcon Nursery creates a nurturing environment for young learners, serving families across the region.
"illumine's support isn't just about fixing problems; it's about preventing them, helping us grow, and ensuring we're getting the most out of the system. It's a level of support and partnership we've never experienced before."
Challenges
Falcon Nursery sought to deliver uninterrupted childcare services by partnering with a software provider that offers customer support aligned with their operational hours. They aimed to receive swift responses, and maximize software effectiveness through personalized staff training.
Solution
24/7 Assistance and Robust Support System
Illumine provided Falcon Nursery with a robust support system that included 24/7 assistance aligned with the UAE work week and proactive, tailored solutions from dedicated Customer Success Managers.
Rapid Issue Resolution and Improved Staff Satisfaction
Our approach ensured constant support availability, rapid issue resolution, and continuous software improvements based on user feedback. As a result, Falcon Nursery experienced a 90% reduction in staff complaints while maintaining a renewed focus on childcare excellence.
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3x
improvement in staff satisfaction rate with automation
80%
faster issue resolution with proactive, personalized support
50%
increase in software utilization, boosting overall efficiency
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