How Q-Flow Transformed Bergen Community College's Operations
Founded in 1968, Bergen Community College stands as the largest community college in New Jersey, having graduated over half a million students. With 13,000 enrolled in degree programs and 5,800 in continuing education, Bergen sought to enhance the student experience and reduce operational costs.
The Challenge: In 2013, Bergen identified key objectives:
Streamline services and reduce student wait times.
Manage the flow of students and visitors efficiently.
Enhance operations and staff satisfaction.
Create a stress-free on-campus experience.
The Solution: Bergen implemented Q-Flow's queue management solution, deploying kiosks across three campuses. Students could join virtual queues, receive SMS notifications, and easily navigate service desks. The system was upgraded in 2016, incorporating AD synchronization, self-check-in kiosks, and dynamic queues.
Adapting to Change: During the Covid pandemic, Bergen seamlessly integrated the ACF mobile app into Q-Flow, creating a hybrid model. This allowed for virtual check-ins and SAML authentication, ensuring a smooth transition as pandemic restrictions lifted.
The Results: Today, Bergen's Q-Flow system, used by over 50 agents, has streamlined interactions with six ticket printer stations, five self-service kiosks, seven PA waiting area systems, and 13 digital signs. The tailored solution eliminated unnecessary wait times, improved overall student experience, and proved adaptable to dynamic changes in business models.
Key Takeaways:
Strategic Technology Adoption: Embrace innovative solutions to enhance operational efficiency.
Adaptability is Key: The ability to pivot and integrate new technologies ensures continued success.
Focus on Student Experience: Prioritize solutions that directly impact the student journey.
Bergen Community Colleges success exemplifies the transformative impact of strategic technology adoption, showcasing the positive outcomes that result from prioritizing the student experience.
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