Case Study:

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.

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THE CHALLENGE

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.

Student Hub Challenge Image Qudini

THE SOLUTION

The University installed Qudini’s Queuing System and Appointment Booking Software to manage students requiring hub’ services.

Walk-in Management:

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.

Appointment Booking:

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.

Student Hub Solution Image Qudini

CLIENT RESULTS

  • Happier students

    The improved queuing experience and service has reduced student complaints and made students happier to use the university’s Student Hub services

  • Greater Access to service

    Now that students can pre-book their appointments online, more students have easy access to the hub services at the times that suit them

  • Shorter Wait times

    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.

  • Improved staff experience

    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.

  • Increased Cafe Sales

    Whilst students wait, they can visit the student cafe.

CLIENT QUOTES

  • “Qudini hugely reduces the waiting times for students and allows us to provide a better and more efficient service for them.”
    Hub Manager | The University
  • “We have seen a great reduction in the number of missed appointments and feedback from students has been overwhelmingly positive.”
    Project Manager | The University

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