A large Australian university delivering in-person student services across eight campus locations through its Information Technology Services group. Each location works differently — some walk-in, some concierge-staffed, some using self-service touchscreens — covering mental health and wellbeing, general student inquiries, and IT support. Demand spikes hard at the start of every semester.
Education
How a Large University Modernized Student Services Across Eight Campus Locations
A large Australian university replaced its aging legacy system with Frontlion's in-person service platform across eight campus service locations, modernizing how students check in for everything from IT help to wellbeing support. The university reports a flawless technical rollout and student feedback that lands, consistently, on two words: seamless and efficient.
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8
Campus service locations modernized
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3
Student journey types (walk-in, concierge, touchscreen)
What Leaders Say
Who They Are
Customer Snapshot
Locations
8 campus locations
Service Types
Mental health · General inquiries · IT support
Journey Types
Walk-in · Concierge · Touchscreen
Status
Live under 12 months; CRM integration in progress
The Problem
The Challenge
The university’s aging legacy platform had become a constraint: tailoring the experience per location, adjusting signage, or changing on-screen messaging meant uploading style sheets to the vendor’s technical team and waiting on project managers and change cycles. The team felt bound by the technology. Frontline teams were already stretched, and the work of managing and tracking students in line was a burden the university wanted off their plates.
- Legacy system rigid — any change required vendor-side style-sheet uploads and project-manager cycles
- Frontline teams stretched during semester-start surges — line management consuming capacity needed for service
- Eight locations with very different student journeys — one system needed to handle walk-in, concierge, and touchscreen
- No per-location reporting — frontline teams had no visibility into their own performance
The Decision
Why Frontlion?
The move to Frontlion was deliberate — made with a regional reseller and implementation partner who knew both the technology and the university’s operations. Three factors drove the decision: capability and configurability (what the university needed was either natively built or configurable), fit to a multi-journey, multi-location operation, and an implementation approach that started from how the university operates rather than dictating a one-size process.
Configurable by Design
What the university needed was either natively built or configurable — drag-and-drop design instead of vendor CSS uploads.
Multi-Journey, Multi-Location
Walk-in, concierge, and touchscreen journeys across eight locations — each configured per space without change-request cycles.
Mobile-First for Students
Students live on their mobile phones — QR-code check-in and mobile interaction brought the experience into that world.
Frontline Reporting
Per-location reporting the university never had in its legacy system — frontline teams can now see their own performance.
How It Works
The Solution
Frontlion was deployed across the university’s eight campus service locations through its regional partner — replacing the legacy system with a modern, mobile-first, configurable in-person service platform.
Deployment
How the Rollout Worked
1
Location-by-Location Go-Live
2
In-House Configuration Live on Day One
3
CRM Integration in Progress
Impact
Results
Eight locations, each with its own student journey and signage, now run on one configurable platform — and the team that once waited on vendor change cycles adjusts screens and messaging in-house, on demand. The platform has performed flawlessly since go-live with no recalled service-impacting incident. Student feedback consistently lands on two words: seamless and efficient.
8 locations
Locations on One Platform
Eight campus service locations — walk-in, concierge, and touchscreen — running on one configurable platform.
✓
Flawless Technical Performance
No service-impacting incident recalled since go-live. The only inbound requests are for enhancements, integrations, and APIs.
seamless
Student Feedback
"Seamless" and "efficient" — the words the university hears constantly in student feedback.
✓
In-House Configuration
Screens and SMS templates adjusted in-house with drag-and-drop design, including on go-live day — no vendor change cycles.