Enabling a UK University to improve the student experience and staff efficiency for its Student Hub and Enrolment Services
As part of a drive to improve the student experience across the university. A UK based university deployed Qudini’s Queue Management and Appointment Booking Software to enhance its Student Hub Services and enrolment at the start of the academic year.
Tab between our case studies below to learn more.
In 2017, our university client 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 that they would constantly be busy. The university needed a solution to reduce queues and minimise waiting time.
The University installed Qudini’s Queuing System and Appointment Booking Software to manage students requiring hub’ services.
Students walking into the hub for the next available service are able to join a digital queue from a kiosk.
Once added to the queue, the student receives a SMS providing an estimate wait time and their queue position. The SMS even encourages them to visit the student cafe 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.
To help students to pre-plan their Student Hub visit, the university has also deployed the Qudini appointment booking software.
Students are able to access a 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.
The improved queuing experience and service has reduced student complaints and made students happier to use the university’s Student Hub services
Now that students can pre-book their appointments online, more students have easy access to the hub services at the times that suit them
Now that students don’t have to wait in the area, the waits feel much shorter. The wait times have also reduced due to the improved staff processes around using the system to manage students.
The staff in the Student Hub find the Qudini platform easy to use. It helps them to build better relationships with happier students and to get more done.
Whilst students wait, they can visit the student cafe.
At the start of the academic year, the university has significant volumes of students arriving at its Holloway Road campus to enrol for courses and to discuss administration queries, changes or issues.
With so many students trying to enrol at the same time, this can lead to queues.
The University realised that these queues damaged the student experience and were challenging for staff.
The University uses Qudini’s Queuing 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 when their turn arises they receive a text message. This enables students to 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 enrollment 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.
The queueing system ensured a streamlined process across the enrolment experience.
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