Leading International University Dramatically Improves Student Experience at Its Student Hubs

Verint Appointment Booking and Verint Queue Management software help the university reduce wait times and walkouts at student hubs.

Young man looking at his laptop while taking notes

Results

2.5x
Over 2.5x increase in the number of students served annually.
99,300
Almost 100,000 student inquiries completed since deployment of the Verint software.
Improved operational efficiency enabled the servicing of significantly more students.

About the University

A leading international university in the Asia-Pacific region is consistently ranked among the world’s top universities. Its community of more than 50,000 students and over 14,500 staff members are supported by multiple student services hub locations, libraries, and other facilities.

Opportunity

Future-proofing student hubs with digital UX

The university’s student services centers deal with a variety of appointment types on various platforms, including course advice, IT help for students, library and research assistance with course work, wellbeing, and more. These centers are open year-round and are often crowded and chaotic. In addition to student hubs, the university’s larger library locations were prone to long wait times.

The university’s previous appointment booking solution couldn’t efficiently handle the large number of requests its student services centers were experiencing. In addition, the solution was cumbersome to use from a staff perspective. As a result, the student hubs completed less than a third (29 percent) of all student inquiries annually, serving approximately 50,000 students out of 170,000 interactions. Failing to meet its high standards, the top-ranking university needed an agile solution to make the appointment booking and queue management process intuitive, fast, and easy for students to use while also boosting operational efficiency.

Solution

Tackling library queues with virtual queues

The university deployed Verint Queue Management software across 11 of its library locations. The larger libraries that were struggling with long wait times immediately started to see the benefit of virtual waitlists for walk-in students.

With Verint Queue Management, students no longer have to line up in person without any sense of how long they have to wait. Instead, they can easily join a digital queue from their phones or from a kiosk placed outside the library. Once added to the virtual waitlist, checking queue position is a cinch. Students can either get printed tickets and view queue status on screens in the library waiting room or use email and text notifications sent to their mobile devices.

Improving efficiency with in-person and virtual appointments

In addition to the successful deployment of Verint Queue Management in its libraries, the university also implemented both Verint Appointment Booking and Verint Queue Management at its student services hubs. Here, hub waiting rooms were equipped with appointment booking and walk-in queue kiosks with QR codes, ticket printers, and information screens to efficiently update students about their upcoming appointments and wait times. Further, virtual appointments were enabled via Zoom integration.

Benefits

Improving student hub service rates

Since the deployment of Verint Appointment Booking and Verint Queue Management, the university has managed to significantly improve its student hub service rates. Out of the 128,000 interactions handled after the deployment, almost 100,000 student inquiries were completed, which means that 78 percent of students were served as opposed to the 29 percent previously—a 49 percent increase, with 2.5 times more students being served than in the past.

Thanks to the virtual waitlists and digital notifications, students can now make better use of their wait times. The new notification system also helps staff members make more efficient use of their time. No longer do they have to venture to the student hub waiting room to find the next student to serve. Instead, they can quickly move on to the next inquiry and serve more students daily.

Besides completing more student inquiries in a more seamless way, Verint’s best-of-breed solutions also helped the university keep up with valuable insights on student hub and library visiting patterns, which enables it to further improve its service operations.

Featured Verint solutions

Queue Management Software
Manage customer wait-time expectations and deliver better customer service with our highly configurable, digital queue management software solution.
Appointment Booking Software
Drive traffic and attract more customers by offering the convenience of booking in-person, online, or video appointments with our highly configurable, digital appointment booking software solution.