Case Study: Transforming the Event Experience: How Colorado State Streamlined Support for Organizers and Staff
By placing QR codes in event spaces for instant feedback and connecting Touchwork’s RequestIT with 7Point OPS, Colorado State University created a seamless workflow in the Lory Student Center that improved response times, boosted staff coordination, and delivered a faster, more reliable event support experience.
The Background
The Lory Student Center at Colorado State University is a central hub for campus life. With approximately 12,000 bookings each year, the venue hosts a wide range of events—from small gatherings to large conferences—across more than 30 locations. To run smoothly, these events depend on extensive behind-the-scenes support for AV/IT, catering, and room setup.
LSC had been using the EMS Accruent platform together with 7 Point OPS solutions for several years for room/event scheduling and management. However, responding to last minute requests was largely a manual process. Ad-hoc requests immediately prior to or during an event were submitted through phone calls, emails, or by tracking down staff in person. This fragmented approach often meant delays in resolving issues, with the risk of disrupting the flow of an event.
After the pandemic, the stakes were even higher. Expectations for speed, convenience, and contactless service grew, leaving the Lory team looking for a more efficient way to support event organizers and attendees.
The Challenge
The student center needed a solution that made it possible to request support immediately prior to and during events without leaving the room or interrupting the program.
At the same time, staff needed a centralized system that could capture and track all requests in real time. With communication spread across different channels, important details were sometimes missed and response times slowed. The lack of coordination created stress for both organizers and the service teams who worked hard to deliver a seamless experience.
“Our old process just wasn’t sustainable anymore. With requests coming in by phone, email, or even word-of-mouth, it was too easy for things to slip through the cracks. After the pandemic, expectations for speed and seamless service only grew, and we knew we needed a centralized system that would let our staff respond quickly without disrupting events.”
— Jason Rogien, Director of Event Services, Colorado State University
The Solution: RequestIT + 7Point Ops
To address these challenges, the Lory Student Center introduced Touchwork’s RequestIT solution and connected it directly with their existing operations software, 7Point Ops.
QR codes were placed in event spaces, giving organizers and attendees immediate access to support. A quick scan allowed them to log a request for AV/IT, catering, or room setup. Once submitted, the request triggered instant notifications to staff via text and email, while also being automatically logged in 7Point Ops.This integration ensured every request flowed into a single system where it could be tracked, assigned, and resolved without duplication or confusion. Instead of juggling multiple communication channels, staff now had one source for managing service delivery.
“RequestIT been a game-changer. Attendee and staff don’t need to figure out who to contact or stop their meetings or events to find someone. They scan, we respond! And everything is tracked in 7Point Ops so nothing falls through the cracks,” says one of the team members.
The Results
The impact was clear almost immediately. Response times improved, and delays during events were reduced. With all requests flowing into 7Point Ops, staff coordination became easier and more reliable. In addition, the team quickly found that this solution helped them identify failing technology, allowing them to address issues and implement long-term fixes.
“We’re getting to issues faster, and it shows. Events run more smoothly, and our team doesn’t feel overwhelmed.”
— Jason Rogien, Director of Event Services.
For event organizers, the experience was just as positive. The ability to request help with a quick QR scan, versus picking up the phone or finding support, gave them confidence that their needs would be handled promptly. The result was smoother events, higher satisfaction, and less stress for both organizers and attendees.
The new process also delivered operational benefits. By streamlining communication between RequestIT and 7Point Ops, the Lory team could manage requests seamlessly with less effort, freeing up time and resources. Just as importantly, the centralized system provided visibility into recurring issues. With better data, the team could identify trends—such as equipment that needed repair or areas where additional staff training was required. Addressing these root causes reduced the volume of incoming requests over time and further improved the efficiency of event support.
Key Takeaways for Other Institutions
The experience at Colorado State University highlights the value of RequestIT in ensuring that every request is captured, assigned, and tracked through to resolution. The system not only improves responsiveness in the moment but also provides visibility into recurring issues, helping teams address root causes before they impact future events. RequestIT can be used on its own or integrated with event management systems, adapting to the unique needs of each institution.
For institutions looking to modernize event support, Colorado State University demonstrates how technology can improve speed, accountability, and client satisfaction.
