Case Study: George Brown College achieves a unified student service experience with WaitWell

How George Brown College consolidated touch points on its three campuses in downtown Toronto

George Brown College, a large institution with three downtown Toronto campuses, faced significant challenges in delivering consistent and efficient student services. The pandemic accelerated the need for virtual solutions, but the college's piecemeal approach led to disconnected experiences across its many departments. WaitWell was identified as the vendor to provide a solution that could consolidate these student touch points and manage lineups both in-person and virtually.

WaitWell implemented a campus-wide virtual service desk and queue management system, which unified the student experience across 10 locations. A key benefit was the transfer feature, allowing students to be seamlessly directed to the correct department without rejoining a queue. The solution delivered increased operational efficiency, including a 20% reduction in processing time for financial aid inquiries and saving an average of 9 minutes per registration request. WaitWell successfully provided George Brown College with a consolidated, hybrid service delivery model.

George Brown College

Dave Scott

Manager of Domestic Recruitment and Entry Advising