Enabling London Metropolitan University to:
Enhance student experience due to shorter wait times and more accessible services.
Improve hub efficiency and resource allocation.
Improve staff experience and retention due to happier students.
London Metropolitan University, commonly known as London Met, is a public research university in London, England. The University of North London and London Guildhall University merged in 2002 to create the university.
As part of a drive to improve the student experience across the university, London Met deployed Qudini’s software to enhance its Student Hub and enrolment services at the start of the academic year.
As part of a drive to offer an amazing student experience, London Metropolitan University created Student Hubs to act as the ‘First Stop Shop’ for students with enquiries about their studies, welfare or time at the university.
These hubs also provide a wealth of other support services, including Student Services, Finance, Support Services and Academic Administration Services.
Offering such a range of services meant they were constantly busy. London Metropolitan University needed a solution to reduce queues and minimise waiting time.
London Metropolitan University installed Qudini’s Queue Management system and Appointment Booking software to manage students requiring hub services. Finding the software using the government’s G-Cloud Digital Marketplace, they selected Qudini due to our software’s flexibility and ease of out-of-box deployment on commercially available hardware.
Walk-in student journey:
• Students walk into the hub for the next available service and join a digital queue from a kiosk.
• Once added to the queue, the student receives a text message providing an estimated wait time and their queue position. The SMS even encourages them to visit the student café whilst they wait.
• Students are able to watch their queue position from the Qudini Queue Information Tracker.
• They then receive a text as their turn for service draws near.
• The queue is also displayed on a TV screen, helping students to monitor their position.
The Appointment Booking Customer Journey:
• Students are able to access a London Met-branded online appointment booking interface.
• Here they can select a desired service, choose a time, and then enter their details to confirm the appointment.
• Once booked, the student receives confirmation and a reminder SMS message with a Google calendar link.
• To reduce appointment no-shows, students can reschedule bookings from the email.
Using the Qudini Shop Floor Management features, the hub staff are able to manage students, alongside their staff shifts, breaks, tasks and floor activities.
Whilst students waited, they visited the student café and made purchases.
Qudini improved access to the student hub services and ensured staff could support more students, creating a better student experience at the university.
The staff in the Student Hub find the Qudini platform easy to use. It helps them to build better relationships with happier students and get more done.
The reduced complaints and crowding within the Student Hub has enabled it to become more efficient, helping it serve and support more customers each day.
Qudini’s data insights have enabled London Met to better understand student needs and ensure it allocates resources appropriately.
At the start of the academic year, London Met had significant volumes of students arriving at its Holloway Road campus to enrol for courses and discuss administration queries, changes or issues.
With so many students trying to enrol at the same time, this led to queues.
London Met realised that these queues damaged the student experience and were challenging for staff.
London Met University uses Qudini’s Queue Management system to reduce wait times and improve the student enrolment experience.
Students entering the enrolment room are able to join a digital queue by entering their details into a touchscreen kiosk or by providing them to the front-desk member of staff.
The student’s name then appears on a TV display and they receive a text message when their turn arises. As such, students can relax whilst they wait, rather than having to stand in a physical queue.
As students progress through the enrolment process, those with differing needs, such as course changes, issues or queries, can be added to further digital queues to suit their needs.
The seamless enrolment process was simple and easy for students to use. Not having to wait in a queue improved their experience.
The Qudini system is simple and easy for staff to use. It reduces student complaints, which in turn makes the enrollment process faster and easier for staff.
In previous years it was easy to stand in the wrong queue and not notice until the student reached the front of the line. Now, students are directed to the correct queue every time.
London Met can now manage the enrolment process better without the need to increase resource allocation.
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