Not all customer waiting lines are created equal. A walk-in traffic line at the DMV is characteristically different than a registration line at a college or university, said queuing expert Erik Berg. On this episode of the podcast, host Shelby Skrhak sat down with Berg, a sales consultant for the North American Region at NEMO-Q, to discuss how to best handle traffic management on college campuses.
“For a government entity like the DMV, it’s very first-come, first-serve in the order they came in and very fairness-centric,” Berg said. “But in a college or university, it doesn’t have to be that way.”
What makes higher education campuses unique is the students’ familiarity with doing business online.
“These kids grew up with technology so we don’t have that fear of people not wanting to use their mobile phone or get in line from their computer,” Berg said.
NEMO-Q creates systems for college campuses that seamlessly transfer students between departments and merge walk-in traffic with appointments to maximize efficiency. They’ve implemented their Student Flow Management system at campuses such as Michigan State, Harvard University, Texas Tech University, UT Arlington, Georgia State, University of North Florida, University of Central Florida, and USC.
As a result, campuses have reduced labor expenses, increased employee efficiency, and reduced student abandons. Most importantly, Berg said, the queue system has increased student satisfaction.
“Students feel like they’re valued and their time matters,” he said.