Institutions of higher education, like other large organizations, can have complex and complicated administrative structures. Nowhere is this more true than in the area of student services. Internal systems and processes that have become almost second nature to the individuals who staff administrative units can seem confusing and frustrating to the customers who utilize these services. The purpose of this article is to describe how one institution in the Southeast used data from historical records and focus groups to inform a one-stop service model. The investigation was guided by two primary questions: (1) What do students mean when they say they experience the "runaround" with student services? and (2) What actions can be taken to improve services and thereby mitigate such experiences? Research techniques are described for gathering and analyzing data, and findings are presented to show how information was used to enhance student services.