Abilene Christian University Transforms Staff Experience and System Resilience with StarRez

Recognizing the Risk: One System Expert, Too Much Dependency

When ACU's long-time housing coordinator left the University, they realized their team had become overly dependent on a single power user of the THD system. Despite training a replacement, the transition exposed just how unintuitive and fragile their housing processes had become.

"We had relied on one person to carry the full weight of our housing system. When she left, it was clear how vulnerable that made us. It wasn’t just about losing expertise, it revealed how inflexible and outdated our tools had become."

— Shannon Kaczmarek, Dean of Community Living and Wellness at Abilene Christian University

At the same time, ACU was improving its housing infrastructure with new residence halls and major renovations. These upgrades only amplified the urgency to modernize their software and eliminate inefficient workflows.

Taking the Leap: Why StarRez Was a Better Fit

Although ACU had considered StarRez in the past, it wasn’t until a clear operational need emerged and StarRez demonstrated flexibility in pricing that the University felt confident making the switch. The willingness to collaborate on cost ensured the transition was financially manageable and non-disruptive to campus operations. From the outset, StarRez provided a roadmap that helped the ACU team feel supported and in control of the migration.

"We didn’t just get software, we got a partner. From day one, StarRez helped us identify who needed to be trained and gave us the structure to build internal confidence. That changed everything."

— Shannon Kaczmarek, Dean of Community Living and Wellness at Abilene Christian University

The transition from THD to StarRez included:

• Early identification and onboarding of three power users

• Personalized guidance from StarRez team members

• On-site training and support just before major deadlines

• Open access to tools like StarCare Online and StarRez Academy

Unlike the rigid and siloed nature of ACU’s legacy system, StarRez’s interface allowed multiple team members to learn, collaborate, and troubleshoot. This ultimately built system resilience and reduced risk.

Real Results: A Housing Team That’s Aligned, Informed, and Agile

For Students: Simpler Pathways, Fewer Questions

The first major application cycle in StarRez showed a marked improvement. First-year students had fewer questions, and housing lotteries for returning students ran without last-minute issues.

"Our incoming students had a much smoother experience this year. The process was clearer, and we spent less time fielding confused emails or phone calls."

— Shannon Kaczmarek, Dean of Community Living and Wellness at Abilene Christian University

While the team identified areas to enhance, like the roommate matching process, they felt empowered to make improvements with confidence. Instead of workarounds, ACU now had tools that supported iteration.

For Staff: Shared Ownership and Better Tools

One of the biggest wins was how much more agency staff felt in their day-to-day work. The team no longer relied on a single expert to navigate the system. Instead, responsibilities were shared, and problems were easier to solve.

Training investments in StarRez Academy and support packages paid off quickly. As Shannon noted, the in-person visit from StarRez staff came at a pivotal moment and allowed the ACU team to launch their housing application on time.

"With our previous system, we didn't have this kind of support. When StarRez came on-site, it was a collaborative training, strategy session, and partnership building, all in one. They helped us launch on time, which built trust across our whole department and gave our team the confidence we had been missing."

— Shannon Kaczmarek, Dean of Community Living and Wellness at Abilene Christian University

Debunking the Myth: Migration Isn’t as Hard as You Think

Shannon acknowledged that many institutions worry about making the leap from a legacy platform to something new. But for ACU, the migration to StarRez wasn’t just achievable. It was transformative.

"You are going to be figuring out what works for your institution... and it's going to take time. But you come out on the other side with tools that actually support your goals."

— Shannon Kaczmarek, Dean of Community Living and Wellness at Abilene Christian University

What’s Next: Building with Confidence and Clarity

Looking ahead, ACU is already preparing for the next housing application cycle with excitement instead of dread. The University is fine-tuning its processes and empowering more staff to contribute. Confidence is high and stress is low.

Their story is proof that with the right tools and support, migrating to StarRez is not only possible –it is a strategic move that institutions need to future-proof housing operations.

Want to learn more? Request a Demo to see how StarRez can elevate your campus housing experience.