This Florida University has 8 campuses total and experiences a high volume of student traffic. Each day, a multitude of students turn to the college for support with admissions, advising, registration, financial aid, and a myriad of other services.
The Challenge
Before adopting Q-Flow, this college faced the challenge of managing its 8 campuses with disparate systems for student services, leading to confusion among staff and students alike. Recognizing the need for cohesion, the college sought a unified system to streamline operations across all locations.
Moreover, the college aimed to modernize its communication methods by finding a more efficient way to reach students via their mobile devices. Previously, they relied on an outdated process involving emails sent through their phone provider, which proved unreliable and cumbersome.
Additionally, with a strong focus on enhancing the student experience, the college lacked a solution for gathering feedback and assessing sentiment. They desired a tool to gauge student satisfaction, monitor staff performance, and analyze data metrics effectively.
Solution Overview
In 2013, the college partnered with ACF Technologies to enhance the campus experience for both students and staff. The integration of Q-Flow into their daily operations marked a significant milestone. Initially deployed across 5 campuses, Q-Flow's success led to its implementation across all 8 campuses. It was crucial to seamlessly integrate Q-Flow with their existing student records system. This ensured that when students checked in at the kiosk using their student ID, Q-Flow automatically transmitted this information to their student record system. This streamlined process allowed for efficient identification of existing students, guiding them to their next steps accordingly.
Solution Features
Online Appointment Booking
The college utilizes Q-Flow's online appointment booking system, allowing students to manage their schedules and simplify the appointment booking process. Seamlessly integrated with the college's mobile app, Q-Flow enables students to conveniently schedule appointments from their mobile devices. Additionally, students can virtually check in and join queues through the Q-Flow feature on the mobile app. This functionality not only facilitates student engagement but also provides valuable insights into appointment scheduling trends, allowing for efficient resource allocation.
Student Feedback
Enhancing the student experience took center stage during this project, according to the university. The college was committed to identifying areas for improvement to better serve its students. In collaboration with ACF Technologies, they implemented Q-Flow's Customer Feedback feature, enabling them to solicit feedback from students following their service interactions. The primary objective was to gauge student sentiment across all 8 campuses. Students were invited to complete surveys and provide additional comments.
This initiative led to the development of new functionality within the Customer Feedback module: ACF devised a system for the college to promptly receive alerts regarding any negative feedback, enabling them to proactively address concerns raised by specific students.
Surveys and Reports
In addition to gathering feedback from students, this functionality enables the college to access a wide range of reports and data, providing visibility across their 8 campuses. This encompasses staff and service appointments. Users have the flexibility to filter data to view the entire campus, focus on specific services or departments, or examine each campus individually.
SMS Messaging
The university adopted Q-Flow's SMS messaging system to stay in touch with its students. This versatile system allows the college to send various updates, appointment reminders, surveys, assessments, and more directly to students' mobile devices. With this transition to SMS messaging, the college can ensure that its messages reach students promptly and reliably.
Active Ticket Limitation
This Q-Flow feature ensures efficient capacity management, preventing college staff from becoming overwhelmed by limiting the total number of tickets per service.
The Results
The collaboration between ACF Technologies and the Florida-based University has yielded numerous accomplishments. Since integrating Q-Flow into its daily operations, the college has observed the following outcomes:
- Immediate delivery of SMS messages, ensuring reliable communication with students and instilling confidence in the system.
- Enhanced understanding and access to data concerning student sentiment across all eight campuses.
- Streamlined check-in procedures, leading to expedited appointment bookings for student services.
