v.e.0221 University of Hertfordshire CASE STUDYC ASE ST U D Y ABOUT CUSTOMER SUCESS STORY Founded in 1948, the University of Hertfordshire is an innovative public university located in the county of Hertfordshire, United Kingdom. The University is the UK's leading business-facing univer- sity and an exemplar in the sector. With over 25,000 students, and more than 2,500 staff, the univer- sity supports a wide variety of undergraduates and post-graduates, spanning over 100 countries. Core to the University campus is a busy Student Centre where students drop by for a wide variety of essential supporting services. With a high density of student popula- tion onsite, there is naturally a substantial demand on these services. The Service Centre needed an effective appoint- ment and queue ma

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