Boosting Retention with Student Support Services

Challenge

An early pioneer in distance education, Walden University was established in 1970 to make advanced degrees more accessible to non-traditional learners. Today, Walden continues that mission with online programs designed for adults and others who need a flexible path to a high-quality education. 

However, Walden University identified financial aid as a critical barrier to student persistence, particularly when students were unable to quickly access support. Rising call and chat volumes led to long wait times and strained staff capacity, putting students at risk of delaying registration or stopping out. This was especially challenging for Walden’s large population of working professionals who needed support outside traditional business hours.

Solution

To improve access and reduce friction, Walden leveraged One Stop to expand financial aid support beyond its in-house team. The partnership provided students with 24/7 assistance through phone, self-service tools, and mobile access, helping resolve financial aid questions and account holds more quickly. Walden and the One Stop team closely tracked student interactions and registration outcomes to understand the impact of expanded support across programs, GPA levels, and financial hold statuses.