Delaware Technical and Community College (DTCC) serves more than 13,000 students annually. Its four main campuses offer accessible higher education and workforce training throughout the State of Delaware. As the school expanded over the past few decades, Delaware Tech has seen its communication system grow, but without a cohesive strategy. The result was a fragmented and inefficient phone environment that was difficult to manage, confusing for students, and frustrating for staff.
ThinkSecureNet partnered with Delaware Tech to redesign its communications infrastructure while training staff for the college's first call center, an Omni Channel unified system ThinkSecureNet tailored to the college's needs. The upgrades provided through ThinkSecureNet resulted in reducing handset dependence, allowing unified remote work capabilities, and replacing the disparate legacy systems. This transformation updated voice communications, improved data visibility, implemented online chat features, allowed for SMS messaging, QR code integrations, and fundamentally enhanced how students connect with Delaware Tech.
While this project was specific to Delaware Tech’s needs, the underlying strategy reflects a broader truth shared by many government agencies and educational institutions: Communication infrastructure must evolve alongside service expectations. ThinkSecureNet’s partnership model ensures solutions scale securely across complex, multi-site environments where accessibility, accountability, and reliability are critical.
Delaware Tech’s phone system was built on a series of incremental fixes rather than a unified strategy. Campus phone numbers were added as needs emerged, but outdated lines remained active, voicemail overflow was common, and there was no centralized management or reporting in place. Each campus had its own separate system, call flow, auto attendants, and countless voicemail boxes that did not have centralized visibility.
This outdated system made it difficult for students to reach the right department quickly or be transferred between departments or campuses. Studies have shown that caller frustration due to wait times of more than a few minutes results in many callers abandoning the call – in the Delaware Tech instance, that would mostly be students looking for information on programing and registration. These issues at DTCC became especially visible during surges in demand such as the COVID-19 pandemic.
For students at every stage of the enrollment journey, accessible service is key. If communications slow or fail, student confidence erodes and can ultimately influence enrollment, and retention.
ThinkSecureNet doesn’t sell pre-packaged technology. Instead, they partner with organizations to co-design solutions customized for your mission, environment, and users. The Delaware Tech partnership reflected this philosophy from start to finish.
Rather than treating each campus as its own island, ThinkSecureNet implemented a unified communications framework – Omni Channel solution. It provides:
This unified system ensured that students trying to reach the school would be met with a professionally designed call flow and experience — no matter how they started their journeys or what questions they had.
The core of the solution was the implementation of an on-campus call center hub that connects all incoming calls, messages, SMS, online chat, and more to the appropriate departments and personnel. Unlike unmanaged voicemail or direct extensions that often led to dead ends, this central hub:
ThinkSecureNet designed call flows that reflect how Delaware Tech students actually communicate — rather than imposing a generic system.
The Omni Channel custom routing system creates a seamless, unified, consistent experience whether calling or texting. It ensures:
“The Omni Channel solution provides multiple benefits, including a centralized call center, SMS messaging, call forwarding to other departments, robust metrics, and the flexibility to work from off-campus locations when necessary.”
– Tom Rainer, VP of Information and Instruction, DTCC
ThinkSecureNet built in advanced analytics that give Delaware Tech leadership a clear view of performance. These tools track key performance indicators (KPIs) such as:
With insights into how calls flow, where delays occur, and peak demand periods, the college can refine staffing and training — making data-driven decisions rather than relying on guesswork.
ThinkSecureNet replaced outdated infrastructure with a modern communications environment known for:
This ensures that students speaking to Delaware Tech staff hear crisp, uninterrupted connections.
The impact of this unified communications transformation at Delaware Tech is clear:
Delaware Tech’s journey from fragmented communications to a unified, performance-oriented call center demonstrates how strategic technology — tailored to real organizational needs — can transform the student and staff experience. By partnering with ThinkSecureNet, Delaware Tech not only improved operational efficiency but strengthened its ability to serve and retain students, ensuring that every caller feels heard, supported, and connected.