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Client Profile

County College of Morris is a two-year, public community college in Randolph, NJ. With a student body consisting of more than 8,500 undergraduate students, the college currently offers 87 degree and certificate programs.

The Problem

Prior to using Appointment-Plus, administrative staff manually booked student appointments for its online testing programs. Students would either telephone the offices or visit in person to check on available dates and times and, ultimately, register for the testing. The office used an appointment book that also needed to be prepped for the scheduling This method proved inefficient for the staff, who would routinely take 200-250 calls daily and thousands of calls during heavy testing periods. Additionally, due to the high number of students registering, staff was unable to follow up with reminder calls regarding their scheduled times.

Analysis

Kevin Chen, supervisor of the Center for Assessment and Learning, and David Nast, director of Learning Disability Services & Testing, determined that an appointment-scheduling program could help decrease the number of phone calls received at the office and free up staff time. The goal was to have students register online for the testing instead of making their appointments by phone or in-person. They also wanted a system that would help them better manage their student and testing information.

Solution

Officials at County College of Morris conducted an Internet search to determine appointment-scheduling providers and what services they offered. After researching several costly software providers, they signed up for a free Appointment-Plus trial and realized the potential of the product. In addition to the services offered, the college based its decision on two main factors: low cost and the free trial.

Result

Appointment-Plus is helping County College of Morris more efficiently and effectively handle its appointment-setting processes. In fact, the college not only uses it to schedule online placement testing, but also to schedule tutoring sessions for such subjects as mathematics and writing. It has experienced a 75-percent reduction in the number of phone calls, which frees up a considerable amount of staff time previously devoted to the repetitive task of booking appointments. Almost all of their students now register online for testing and tutoring sessions. The college also utilizes the automated e-mail reminder system to alert registered students of their scheduled sessions, which cuts down on the number of no-shows. County College of Morris students also appreciate the ease of scheduling their sessions, which oftentimes take less than a minute to do. In addition to the scheduling functionality, the college also relies on Appointment-Plus to manage their students and appointments, including: generating daily reports, which staff exports to Excel; using the software as a "student directory", where it can easily locate student information and contact phone numbers and e-mail; and referencing calendars to determine what future testing days are beginning to fill up. Staff members "love" the convenience Appointment-Plus provides for both teachers and students.