Exceed Student Expectations for Service Delivery Through a 24/7 OneStop Shop
OneStop is the solutions of all your queries & support students who are running around from office to office on campus– trying to turn in the correct form, searching for the right building to go to, adding/dropping classes, checking in on the status of their admissions or financial aid applications, etc. Don’t you think all this runaround and confusion could be very frustrating for today’s students who are already juggling academics, work, and social life?
Today’s students are more complex, more diverse, and have higher expectations than ever before. They want 24/7 support that is personalized to their needs. To meet these demands, we enable One Stop service models. This model minimizes campus runaround and eliminates barriers for students – resulting in higher student satisfaction (>90%) and successful outcomes.
What exactly is one stop?
OneStop shops are centrally-managed platforms that help institutions streamline their student support by bringing all the services onto a single platform. Earlier a student needed to physically visit many different offices to inquire about Registration Add/Drop, FAFSA status, Balance Due, and missing documents. Today, these inquiries can all be handled through one comprehensive online OneStop shop that is open 24/7 and allows for multi-modal communication (phone, Live Chat, SMS/Text, Web).
They unify multiple institutional departments such as Admissions & Enrollment, Financial Aid, Student Account, and Veterans Affairs to enhance efficiency, quality of service to students, and accountability as all the departments work more collaboratively now.
Four reasons why you should move to a one stop:
- Decrease student runaround: A student today must visit many offices for various purposes throughout the year. The result is a lot of student runaround and confusion and that’s the last thing your students want. They don’t want to bounce between offices and wait in long lines. A one-stop can help greatly in this regard as all the services are available online. Your students do not have to run from one office to another. They can view the status of their financial aid, look at their balance due, view grades, and look at courses just by logging into the OneStop Platform.
- Improve student outcomes: Drop out rates and transfer issues are only two in the long list of issues institutions today have to contend with. one stop can help address both efficiently. There is a flood of data available with the student offices. Predictive analytics, and AI, built into a one-stop platform can sort through this data to come up with a comprehensible picture of where your students are in their academic journeys. This smarter view of your student data can help you make informed decisions which in turn will improve student outcomes.
- Accomplish more with less: Rising support costs and declining support budgets are two major challenges higher education is facing today. A one stop can help deal with both. One stop centers have cross-trained staff, adept at handling all sorts of student support issues which means the user institution doesn’t have to hire people for different service offices. Additionally, technologies like artificial intelligence, analytics, and Chatbots are inexpensive alternatives that can efficiently and accurately handle student inquiries.
- Provide instant, omnichannel, 24×7 support: Taking a cue from the larger trends in today’s consumer-driven world, your students also expect convenience, efficiency, and speed when it comes to their support issues. A one-stop delivers on these expectations with instant, omnichannel, 24×7 support. Besides, there are a number of self-service options like- chatbots, knowledge base, self help platforms provided to your students, reducing the need for getting external assistance. They can resolve many transactional issues without reaching out to campus resources.
The bottom line…
All this is to say that higher education today should be focusing on student-centric processes. Amidst the changing student demographics and rising student expectations, all the emphasis should be on personalization and simplifying the student journey. In this age of Amazon, Google, and giant superstores, we should be providing our students a centralized, hassle-free, and engaging student experience with one stop centers.
Willing to modernize the student experience by implementing a one stop?
Join us on our on-demand webinar Don’t be the DMV on Your Campus: Leverage a OneStop to Deliver Amazing Student Services to learn how you can do so. Register here.
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.