Case Study: Streamlining Student Services with LobbyCentral
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Background
A large public university in Florida, with over 24,000 students, was facing challenges in managing student services. With a diverse student body and a wide range of services, including academic advising, admissions, financial aid, and registrar services, the university was struggling with long wait times, inefficient service delivery, and a lack of data on student needs and staff performance.
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Problem
The university’s traditional sign-in sheets and take-a-number systems were leading to crowded lobbies, frustrated students, and overwhelmed staff. The lack of a centralized system made it difficult to track student visits, measure wait times, and assess staff performance. Furthermore, the university was unable to effectively manage peak times, leading to understaffing during busy periods and overstaffing during quieter times.
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Solution
The university decided to implement LobbyCentral, a visitor sign-in software that simplifies and enhances the customer check-in experience. LobbyCentral provided a centralized platform to engage with students through three channels: Scheduling, Check-In, and Communication.
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Implementation
The university rolled out LobbyCentral across all student service departments. Students could now schedule appointments online, reducing the need for walk-ins. On arrival, students checked in via the LobbyCentral Kiosk, providing their student ID, the reason for their visit, and the department they needed to see. This information was instantly available to the relevant staff member, allowing them to prepare for the appointment and reducing wait times.
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Results
The implementation of LobbyCentral led to significant improvements in the university’s student services:
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Reduced Wait Times: The average wait time was reduced by 50%, improving student satisfaction.
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Efficient Staffing: Real-time data on peak times allowed the university to adjust staffing levels accordingly, improving efficiency.
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Improved Data Collection: The university now had access to detailed data on student visits, enabling them to identify trends, assess staff performance, and make data-driven decisions.
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Enhanced Student Experience: The streamlined check-in process, reduced wait times, and improved service delivery which led to a more positive experience for students.
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Conclusion
By implementing LobbyCentral, the Florida university was able to transform its student services, leading to happier students, more efficient staff, and a wealth of data to drive continuous improvement. This case study demonstrates the potential of LobbyCentral as a powerful tool for higher education institutions seeking to enhance their service delivery and improve the student experience.