Case Study: Valdosta State University achieves shorter wait times and higher student retention with QLess

QLess solution streamlines operations and improves student services at regional university

Valdosta State University’s Financial Aid office faced severe congestion and long wait times—lobbies overflowing with students, queues of 100+ during peak periods, and students often abandoning the process. Operations leadership wanted a mobile-friendly solution to reduce waits, relieve stressed staff, and improve student retention.

In 2015 VSU piloted QLess, a virtual queuing system accessed via mobile, web and on-site kiosks that sends text/voice updates and allows rescheduling without losing place in line. The system cut peak waits to about 10 minutes, reduced lobby queues to roughly 10 people, enabled the office to serve ~100 students every three hours, decreased student complaints by 30%, improved operational efficiency and retention, and is being expanded to other campus offices.

Valdosta State University

Julian Vickers

Operations Manager for Financial Aid