Middlesex University in partnership with Lonsto and Proretention have worked together to deliver a dynamic QMS and Appointment system supported by SMS.
Users are able to book appointments through Proretention and using a purpose built API connects the same information into the Lonsto QMS modules. SMS are sent to confirm the appointment with a supporting email; once arriving at the General UniHub the student is able to enter their ID number for their appointment or select one of the walk-in services on offer.
Managers are able to control the service availability on demand using a purpose built editor tool that includes service name, days of week, open and close times with override features for real-time service requirements. A complex Digital Signage solution was designed to help inform and manage visitors, supported by a visual and audio call forward; managers are able to control the information on screen via Stinova iChannel for each player.
Due to the size and complexity of the the QMS a Phase 2 build was carried out to investigate and amend the customer requirements after initial launch; we worked with the Customer Services manager and the respective faculties to understand each user requirement and the impact it would have on the management of service delivery.