Case-in-Point

Rochester Institute of Technology

A brief overview of the organizational profile and challenges faced by a hospitality property, along with the Agilysys solutions implemented and the measurable outcomes achieved from those solutions.

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CASE STUDY

How We Transformed Operations

Organizational Profile:

Leading tech university with diverse, inclusive, and tech-forward dining

  • Founded in 1829, located in Henrietta, NY, with 9 colleges including the National
  • Technical Institute for the Deaf (NTID)
  • Serves 17,000 students from all 50 states and over 100 countries, plus 4,000+ faculty and staff
  • Known for innovation and accessibility in higher education, with a strong focus on technology
  • integration in student services

Challenges:

Needed faster service and inclusive technology for growing student needs

  • High-traffic bottlenecks and limited coffee shop capacity led to long lines and slow peak-period service.
  • Accessibility barriers for deaf and hard-of-hearing students, relying on paper order forms and
  • inconsistent communication.
  • Student preference shift toward kiosk and mobile ordering over face-to-face cashier interactions.

Results:

  • 20%+ increase in check volume at F&B outlet following layout redesign, kiosk installation, and
  • workflow improvements.
  • 12+ additional checks per 15 minutes during peak hours, significantly increasing throughput.
  • 60/40 order split between kiosk (in-person) and on-demand (mobile) ordering after kiosk deployment.
  • Zero-to-hero accessibility transformation, enabling deaf and hard-of-hearing students to order
  • independently and track status visually.
  • 3500+ online orders processed daily campus-wide, meeting strong demand for digital ordering.
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