Westfield State University Accelerates Housing Efficiency with StarRez

From Outdated Student Housing Management Processes to Modern Solutions

Prior to implementing StarRez, Westfield State’s housing operations were encumbered by manual processes and legacy software. At the time, the institution was using The Housing Director (THD), another housing management solution in the StarRez family. While THD supported Westfield State’s foundational needs for many years, the team began to seek more advanced capabilities that could scale with their evolving goals. Historically, the department had relied heavily on manual assignments for first-year students and used an external vendor for profile-based roommate matching, which created a fragmented experience for both students and staff.

The inefficiencies extended beyond assignment logistics. Without a unified system, basic housing functions such as roommate matching, reporting, and student communications were siloed. Staff spent significant time navigating workarounds and lacked the data visibility needed for strategic decision-making.

Recognizing the need for change, the department evaluated its options. Zocco shared, “StarRez was seen as the Cadillac of housing software.” With its reputation for flexibility, a robust feature set, and a future-focused roadmap, StarRez emerged as the clear choice to power Westfield State’s housing transformation.

A Seamless Transition from THD to StarRez with Immediate Impact

Despite the complexities of moving systems, Westfield State’s transition to StarRez was swift and smooth thanks to strong support from the StarRez implementation team. Westfield State specifically praised the partnership and the availability of StarCare Online as key enablers of success. “Working with Adonis and the entire StarRez team has been fantastic… StarCare Online has been so beneficial,” he said. The University managed to go live with applications quickly, implementing StarRez within a matter of weeks.

One of the first major wins for the operation’s team was the use of the auto-allocation feature in StarRez. Previously, placing first-year students took at least a week’s worth of time. That process now takes just one day, reducing time spent by 50%. Even manual assignments, which once required typing in each student name, were significantly expedited thanks to the platform’s intuitive drag-and-drop interface. Zocco noted that this functionality “cuts placements more than half” in terms of both time and effort.

Alongside placement improvements, the team also created dashboards for pending placements, agreements, and summer housing rosters. These dashboards allowed other staff, including assistant directors and central office team members, to share in the workload. By decentralizing data access and streamlining workflows, the team achieved a more collaborative and responsive operational model.

Putting Students First: Communication, Transparency, and Support

A critical component of the rollout was making the transition easy for students. The Westfield State team knew that introducing a new system right before the housing selection period could lead to confusion. To mitigate this, they activated Tawk.to, a chat tool integrated within the StarRez portal.

“We had about 107 people over 3 days use our new chat by Tawk.To. It helped efficiency and provided a resource to our students.”

—John Zocco, Associate Director for Residence Life, Westfield State University

Staff members, not bots, were assigned to monitor the chat and respond in real-time. Students received instant, human-centered support, often believing they were interacting with AI. The chat system eased pressure on phone and email lines and created a new channel for students who might otherwise hesitate to reach out.

The chat tool not only improved response times but also enriched student satisfaction. As students navigated the housing selection process, they encountered fewer barriers and received tailored guidance through a platform they were already familiar with. This proactive engagement approach reduced anxiety and built trust with the institution.

Improved Roommate Matching and Resident Profiles

Roommate matching was another area of substantial progress. Previously, not all students filled out profiles, especially upperclassmen for whom matching was optional. This led to inconsistent data and hindered efforts to make informed placements.

With StarRez, the process became standardized. All students now create profiles, regardless of their year. “Knowing everyone had to make profiles makes it easier for roommate matching,” said Zocco. Even if students don’t use the matching tool themselves, staff can access their information to create better roommate pairings. While the University has not yet gathered specific metrics on roommate satisfaction post-implementation, the expectation is clear: more complete data will lead to fewer roommate conflicts over time.

One Unified Student Housing System, Countless Benefits

As the team continues to fully migrate away from The Housing Director, StarRez is becoming the central hub for housing operations. The impact has been especially notable during summer housing, where dashboard reporting and roster sharing have allowed placements and moves to be managed efficiently by multiple team members.

These improvements reflect more than just time savings. They represent a cultural shift, from reactive administration to proactive service. With a fully integrated platform, the Westfield State team can anticipate needs, scale support, and focus on delivering a holistic residential experience.

While the early wins have been substantial, Westfield State is already looking at what comes next and the untapped potential in the platform’s reporting capabilities. The team plans to automate report delivery to other campus partners, such as Financial Aid and Student Accounts, to ensure timely and accurate information sharing.

They're also beginning to track occupancy more closely, in hopes of correlating trends with StarRez adoption. Though still early, the team has observed an uptick in occupancy numbers.  

As metrics emerge and the platform becomes further embedded in daily operations, Zocco anticipates an even greater return on investment. Between the time saved, the reduced workload, and the improved student experience, StarRez has already proven itself indispensable.

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