Towson University Reclaims 40+ Staff Hours per Week with StarRez

From Legacy Tools to a Modern Platform

Towson’s transition to StarRez marked a turning point in how housing services were delivered. For years, housing processes, like room assignments, billing, and application tracking, were managed in Mercury, a system tailored over time to fit departmental needs.  

While there were initial concerns around incremental cost, the housing team dove into research.

“We talked to other institutions, took tours of StarRez, and realized it offered not just a replacement, but a full upgrade.”

-Ifiok Obot, Assistant Director, Housing Information Technology and Communication, Towson University

A Thoughtful Implementation Journey

Towson took a deliberate approach to their implementation process, coordinating closely with StarRez to map out every major process, from assignments to billing to communication. “We had to translate 20 years of processes,” Obot explained. “It wasn’t just plug and play. We needed to reflect on what we actually wanted going forward.”

This meant meeting regularly with stakeholders across the department and University, documenting workflows that had previously existed only in practice, and hosting training sessions for both professional and student staff. Obot emphasized the importance of collaboration: “StarRez didn’t just drop the system and walk away. They worked with us to build it in a way that made sense for Towson.”

Improving the Student Application Experience

One of the first visible improvements came in the housing application process. Previously, students needed nearly 10+ minutes to complete their applications. With the transition to StarRez, average completion time dropped to under six minutes. “The portal is just more intuitive,” Obot explained. “Students know where to click and what to do.”

That clarity made a major difference during housing selection. Towson saw a ~60% drop in support calls from students and families, most of whom could now complete the process without needing help.

“So now, housing selection support calls dropped to five or ten calls about the system out of a hundred calls in general, and we've deemed those calls to simply be user-error and not system-error.”

-Ifiok Obot, Assistant Director, Housing Information Technology and Communication, Towson University

Since implementing StarRez, staff has also noted fewer escalations and email inquiries related to navigation and form completion. The housing portal’s smart design, driven by conditional logic and clean formatting, lets students guide themselves more confidently.

Empowering Staff with a Better System

Towson employs more than 400 student staff across its housing operation. In the past, these students often struggled with Mercury’s speed. With StarRez, that changed.

“Our student workers tell us it’s faster. They like it more. That tells us everything.”

-Ifiok Obot, Assistant Director, Housing Information Technology and Communication, Towson University

Full-time staff also benefit from increased usability. StarRez’s interface and workflow builder allow non-technical team members to adjust forms, trigger communications, and manage their areas with less dependence on IT. For example, processes like room changes or service requests can now be tracked and updated without needing backend support.

“We’ve built-out workflows that notify the right people at the right time,” Obot said. “It’s made our operations much more responsive.”

Reclaiming Time with Smarter Billing

Billing had been a time sink for the Towson housing team. With Towson’s Mercury setup, compiling billing reports, checking assignments, reconciling charges, and preparing final statements took the equivalent of an entire work week.

Now, Obot estimates that the team saves over 40 hours each week thanks to StarRez’s billing tools and automation. With integrated data, built-in logic, and user-friendly dashboards, staff can complete billing tasks in a fraction of the time, and with fewer errors.

“Before, we had someone locked in an office doing nothing but billing. Now, that process takes a couple hours,” Obot shared. “It’s night and day.”

Building Confidence in Self-Service Portals

The shift to StarRez has helped Towson reinforce a culture of self-service. Students now expect and appreciate digital tools that work, tools that let them complete housing tasks without standing in line or sending emails.

Obot sees the StarRez portal as a bridge between departments and users. “The portal is where everything comes together,” he explained. “It’s not just about submitting forms. It’s how we communicate, how we track engagement, and how we ensure that students have the information they need.”

This self-service model has empowered both students and staff, helping to reduce administrative strain and foster a more modern experience.

Planning for Continued Growth

Looking ahead, Towson is preparing to expand its use of StarRez further. Upcoming goals include:

• Creating more detailed reporting dashboards for forecasting and space planning

• Building additional workflows for cross-departmental collaboration

• Digitizing more forms across Housing & Residence Life

Obot is also exploring how StarRez’s mobile tools could support on-the-go student staff. “We’re just scratching the surface,” he said. “There’s a lot more we can do.”

Towson’s success with StarRez continues to evolve through an ongoing partnership. With a shared focus on long-term efficiency and innovation, the StarRez team continues to support Towson in optimizing the platform.

“Now that we’ve made the leap, we can’t imagine going back. StarRez has given us a solid foundation to keep building better services for our students and our staff.”

-Ifiok Obot, Assistant Director, Housing Information Technology and Communication, Towson University

If your institution is ready to eliminate manual processes, empower your teams, and modernize your student experience, let’s talk. Contact our team to get started.