
WaitWell for higher education: Built for the busy one-stop
Cassidy • January 22, 2025 • Watch Time: 4:50 minutes

Table of Contents
- Introduction [0:06]
- Services Provided [0:23]
- Check-in Process [0:41]
- Challenges and Communication [1:10]
- Queue Management System [1:30]
- Team Communication Tools [1:52]
- Choosing a Digital Tool [2:00]
- Adapting to Growth [2:22]
- Measuring Success [2:32]
- Dashboard Functionality [2:55]
- Reporting [3:12]
- Student Experience [3:33]
- Reducing Repeat Inquiries [4:00]
- Staff Benefits [4:17]
- Repeat Customer Feature [4:25]
Transcript
Introduction [0:06]
My name is Jennifer Vick I am the director of 1Capen and1Diefendorf the one-stop student service centers at the University of Buffalo. I’ve been working in our one-stop centers for just over 3 years, and my role is unique because I have both a customer service agent’s experience as well as an administrative experience.
Services Provided [0:23]
So 1Capen on our North Campus is a full walk-in service center. We offer financial aid, student accounts, office of the registrar, parking and transportation services, student health insurance, and UB card out of North Campus.
Check-in Process [0:41]
On a typical mid-semester day, guests check in via a kiosk when they arrive at the center and then they’re queued. During peak times such as semester startup or billing due dates, we allow guests to join a queue remotely via QR code. 1Diefendorf operates a little bit differently; because the volume on South Campus is significantly lower than the volume on North Campus, we operate by appointment for UBcard out of South Campus. Our daily financial aid, student accounts, and office of the registrar services are walk-in services.
Challenges and Communication [1:10]
Since our one-stop centers are very collaborative atmospheres, at times it can get a little hectic. We have multiple departments housed within our one-stop on the North Campus, so at times we have communication conflicts or delays in communication.
Queue Management System [1:30]
That’s where we heavily rely on WaitWell’s features to allow us to queue our customers and get them to the right space with the right department. On a daily basis, we utilize WaitWell, our line management system, to help with the flow of traffic.
Team Communication Tools [1:52]
We actually implemented Teams chat channels within our centers, and we have found that by utilizing Teams, we’re able to connect with our colleagues back in our home offices quicker than ever.
Choosing a Digital Tool [2:00] When searching for a new digital tool, I personally look for a product that can continually be improved upon. As we all know, business needs are ever-changing, and having software that is constantly improving and growing, such as WaitWell, provides peace of mind to administrators and senior leadership as we evolve to meet the needs of our guests.
Adapting to Growth [2:22]
As the university grows or as we add additional centers, our needs are ever-changing, so having software that is built out and customized to meet our needs is awesome.
Measuring Success [2:32]
When measuring success or impact, I take into account data and analytics, such as wait times, volume of service, and times of service. I also like to look at the visual picture from my standpoint.
Dashboard Functionality [2:55]
The most utilized feature I have is the dashboard function. On a daily basis, I go to the dashboard to get a quick overview of the entire center for the day. It allows me to see the traffic at both locations when I’m physically at one center versus the other.
Reporting [3:12]
The two reports I use or download daily are the location summary and the location summary by queue. These are also the reports that I distribute to senior leadership weekly so that they are informed of our utilization rates.
Student Experience [3:33]
From a student experience perspective, having data and a ticket history for the staff to work off of helps us tremendously. Running reports that quantitatively show which services are utilized most allows both one-stop staff and stakeholder customer service staff to view completed tickets, improving communication with the campus community.
Reducing Repeat Inquiries [4:00]
Having a log of tickets eliminates the need for students to repeatedly visit 1Capen for the same inquiry, as stakeholder offices can effectively communicate the information from the start.
Staff Benefits [4:17]
From a staff perspective, having data and ticket history allows them to check out the student’s standing and review previous conversations before assisting the student.
Repeat Customer Feature [4:25]
Since implementing WaitWell, we love the feature where there’s a little star in the corner of the ticket. This indicates that the student has been a repeat customer, prompting staff to review the ticket history and previous conversation logs before bringing the student up for service.