WaitWell helps the University of Texas at Austin’s one stop exceed student expectations

About the project

Streamlining student services at one of the largest U.S. universities

In August 2020, the University of Texas at Austin, a university serving over 50,000 students and employing more than 21,000 staff members, recognized the need to consolidate its student services across its vast campus. The Texas OneStop initiative was born, offering a centralized solution to handle critical student support services such as registration, financial aid, tuition, and billing inquiries. Located on a sprawling 423-acre campus with over 200 buildings, this one-stop was designed to simplify student engagement and create efficiencies across departments.

Overview

Texas One Stop provides support through 37 full-time staff members, which include both the leadership and frontline teams. Their responsibilities span a variety of essential services, addressing student needs related to financial aid, tuition, registration, and more. Initially, the One Stop team implemented a different queue management system but soon became dissatisfied due to limited data reporting, inadequate customization, and poor customer support. Seeking a more reliable and adaptable system, they turned to WaitWell in April 2022.

Our end goal is to make sure students are self-sufficient and enable our staff to be more productive, and WaitWell does that for us.

Sejal Shah
Senior Manager, University of Texas at Austin One Stop

Challenge

Limited insights, inadequate support, and the need for customization

The previous system failed to meet Texas OneStop’s expectations, particularly in terms of reporting and customization. Staff struggled with insufficient data on student volume and service history, which hampered their ability to track repeat visits, identify peak traffic times, and support students effectively. Additionally, the system offered little flexibility in tailoring workflows to suit their unique needs, such as handling multiple service types across different desks and ensuring that specific staff members managed specific tasks. The inability to incorporate UT Austin’s branding and visual identity into the system further diminished the student experience.

Solution

Custom reports, two-way communication, and seamless branding with WaitWell

In April 2022, Texas OneStop switched to WaitWell, which offered robust reporting features, enhanced communication tools, and extensive customization options. The system provides over 30 unique reports that allow staff to track service trends, student behaviors, and ticket volumes. WaitWell also offers a real-time dashboard, enabling staff to see the number of students waiting, their reasons for visiting, and the duration of their wait. Additionally, WaitWell’s customization capabilities allowed Texas OneStop to tailor the system’s workflow to their complex service environment, reflecting the university’s branding with the school’s iconic burnt orange colors and Longhorn logo. Students could easily interact with the system through various methods like phone, website, or kiosk.

Results

Improved efficiency, reduced wait times, and a seamless student experience

Since implementing WaitWell, Texas One Stop has transformed its operational efficiency. Staff now have access to extensive data on student behaviors, ticket volumes, and service trends, allowing them to make informed decisions and better manage student needs. With real-time communication and the ability to customize workflows, the staff can now handle peak times more effectively, reducing wait times and improving overall student satisfaction. Furthermore, the system’s seamless integration into Texas One Stop’s daily operations, paired with comprehensive training and ongoing support from WaitWell, has ensured the continued success of the initiative. WaitWell has helped Texas One Stop create a streamlined, efficient environment that prioritizes the needs of both students and staff.