How Colleges And Universities Can Use Cell Phone Pager Systems To Enhance Student Services

By Author: Eric Schmidt
Total Articles: 8
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Savvy University Student Services departments are adopting queue management systems with integrated text pager systems. The goal is to address the notoriously long lines for student services such as enrollment services, registrar, financial aide, bursar and health services among others. Students and families find the waiting lines frustrating and time consuming, they expect more in terms of customer service for the cost of tuition today. Yes it's good news enrollment is up but if you can't manage the demand student retention will begin to drop off. You also don't want to give a family or student a reason to seek their degree online, especially when online enrollment is (and there is no wait) now exceeding brick and mortar enrollment levels, according to the recent Sloan Report.

Student / Customer Use Scenario
Student Centered Prospective-- It's the start of a new semester, enrollment is at record highs, classes have just started but your dreading the long registration line to add a class that just opened up in order to meet your prerequisite requirements. You also need to follow up on your financial aide package, ...
... along with a visit with the Records Office to assure your transcripts have arrived. You arrive at the Student Services building to find out everyone else has the same tasks in mind and you got your fist class at 10:00! What do you do? Go to class or lose your place in line? Not to mention if you don't get over to the book store by noon all the used texts books will be sold out. Does this play out at your institution? As the Dean of Student Affairs you know it's simply poor customer services but what's the alternative?
Mobile Technology Trends
The solution is to leverage the proliferation of mobile phones by using a virtual wireless waiting line management system, similar to the new cell phone restaurant pager systems. The student's cell phone can confirm and alert the student of their appointment or their place in line, providing the student freedom of standing in line all day. It's the right solution, 98% of all college students have a cell phone and the read rate of text messages is 95% (emails about 33%). According to the food services industry website FoodServices.com cell phone pager system technology is replacing the vibrating coaster pagers by setting new standard for wait list management in the restaurant industry. This same technology can be applied affordably to higher education.
The Solution: Virtual Wireless Waiting Line Management
Universities and colleges that want to efficiently manage the Student Services experience one effective way is to address the long waiting lines. Queue management systems that offer students a virtual waiting line alternative by using their cell phones. Instead of waiting in line students can enter their name and cell phone number into a web portal, kiosk or virtual queue right on their phone for the specific department they need to visit. They will get a confirmation text message confirming their virtual place in line or a confirmation of a specific appointment time (depending if you take appointments). Students now have the freedom to pursue their studies while they wait, follow up on other tasks or join other virtual administrative customer service lines. Students even get reminder messages when their time is growing near. Students can even opt out of the virtual wait line if need be. This takes the frustration out of waiting in lines and the pressure off your administrative staff as well. The return on investment is likely enrollment retention and the ability to free up your administrative staff from fielding complaints and seeing more students.
Mobile phone technology is more than a communication device it is a customer relationship tool that can add value to your institution of higher education. Think about how a virtual student services waiting line management and integrated cell phone / text pager system could benefit your university or college?

Brandon Munson, MBA, is the founder of Fulcrum Design, LLc, a technologist, a university professor and a blogger. Fulcrum Design developed the best of breed multiple queue management system of higher education, Student Q. Student Q is a 3 in 1 virtual wireless wait list management solution for colleges and universities. To learn more about Student Q visit http://www.queuemobile.com or http://fulcrumdesignllc.com