University of Sharjah Streamlines Student Services with Wavetec Queue Management
Overview
The University of Sharjah (UOS) partnered with Wavetec to address inefficiencies in their student services by implementing a modernized queue management system. Before this partnership, the university faced challenges with an outdated and disjointed queuing process. The system struggled to manage high student volumes during peak times, resulting in long wait times, frustration, and a lack of visibility into student status across key departments.
Challenges: Inefficient Queuing Across Student Services
UOS was dealing with a fragmented queue management system that could not meet the demands of the growing student population. The lack of integration between departments, slow service workflows, and the absence of real-time updates created a stressful environment for students and staff alike. Without a proper link to the university’s student database, this system resulted in delays, manual errors, and overall dissatisfaction among students and service staff.
The Solution
Wavetec provided a complete and integrated queue management ecosystem that streamlined student journeys across multiple departments. The solution included:
- Self-Service Kiosks: Four self-service kiosks were placed in key student service areas, allowing students to check in and select the department or service they require.
- SMS Notification System: Students received SMS alerts with their queue numbers and expected wait times, keeping them informed throughout the process.
- Donatello Digital Signage: Real-time digital signage displayed queue statuses and directions, guiding students through the waiting process.
- Counter Display Units (CDUs): 61 CDUs helped students quickly and efficiently navigate to the correct service counter.
- Integration with UOS Student Database: The kiosks were linked to the university’s database for instant student verification, ensuring the accuracy of student information.
- Centralized Dashboards: Wavetec’s solution provided management with real-time visibility through centralized dashboards, enabling them to monitor queue lengths, wait times, staff performance, and overall student flow.
This cohesive solution connected all touchpoints and significantly improved the flow of student services, ensuring faster service delivery and reduced congestion.
Customer Journey
The Wavetec solution completely transformed the student service process at the University of Sharjah:
- Arrival: Students check in at a self-service kiosk, select their service, and are verified via the UOS database. They receive a ticket and SMS with queue details.
- Waiting: Students track their progress on Donatello signage and are guided to the appropriate counter using Counter Display Units (CDUs).
- Serving: When called, students proceed to the counter where staff access verified data to process their requests quickly.
Results
The deployment resulted in the following:
- Improved Student Flow: The streamlined queue management system reduced congestion and optimized student movement throughout key departments.
- Enhanced Communication: Real-time updates via SMS and digital signage ensured that students were informed of their status and the next steps.
- Operational Efficiency: The centralized dashboards gave staff the ability to monitor queue performance and manage resources efficiently.
- Student Satisfaction: A significant number of students appreciated the new system, noting reduced wait times and an overall smoother experience. The system also received praise for its ability to reduce stress and improve the waiting process.
- Faster Service Delivery: The integration with the student database enabled faster verification, improving service delivery times and reducing manual errors.
Conclusion
With Wavetec’s Queue Management Solution, the University of Sharjah was able to overhaul its student services, moving away from outdated, inefficient systems to a modern, integrated solution. The system improved student flow, reduced wait times, and enhanced communication between students and staff. The university’s operational efficiency improved significantly, and students experienced a more seamless and stress-free service journey.
Want to Improve Queue Flow?
Whether you operate a university, hospital, government office, or any other service-oriented institution, Wavetec’s Queue Management Solutions can help you manage customer flow better and faster.
