School districts receive questions in high volume, and parents and students deserve answers 24/7. Iredell-Statesville Schools teamed up with Capacity to automate level zero questions and processes, and Capacity is deflecting more than 1,900 inquiries per week. Keep reading to learn more!
“We were impressed from our very first contact with Capacity. First and foremost, we needed a tool that would be simple to use. Capacity provides our district with data and information from our stakeholders that help us improve our processes and customer service.”
Top of the class.
Iredell-Statesville School District is a premier school system in North Carolina. The district includes 37 schools and over 2,700 faculty and staff members.
Principals at all 37 schools were receiving a large volume of emails from parents and students, and it was difficult to keep up. They noticed that a lot of the questions were repetitive, and shared a universal answer across all of the other schools in the district. For instance, the answer to “what is the reduced meal cost for students?” would be the same at all schools in the district.
Without a complaint management tracking system or a universal knowledge base in place, principals were working tirelessly to get parents and students the answers they needed, and they responded through their personal email inboxes. They knew there had to be a better way to track inquiries, create tickets, and provide timely answers to district families.
An AI-powered experience.
Iredell-Statesville Schools turned to Capacity, a support automation platform, to provide a universal knowledge base to deploy across all of the schools in the district, so the district could populate questions and answers and take the load off of the school principals.
Using Capacity, Iredell-Statesville Schools can track and resolve issues quickly. Parents gain visibility into the ticketing process, so they know when their issue is seen and resolved. More than 82% of all inquiries are answered without any human involvement, but when tickets get escalated, principals can assign them to other team members (such as the IT department, the Assistant Principal, or the student’s teacher).
Behind the scenes.
Capacity is deflecting more than 1,900 inquiries per week, allowing principals and staff to focus on other top priorities. This is leading to more satisfied parents and students. All tickets are tracked at a district-level and individual schools are being held accountable for answering all questions on time. If Capacity does not know an answer, a ticket is created, and the principal can easily assign the ticket to the right person on the team.
Now that the Iredell-Statesville School District is reaping the benefits of a universal knowledge base, district families are instantly receiving accurate answers, and principals and staff have more time in their day to work on other pressing priorities.
In phase two, Iredell-Statesville Schools will embark on adding school-specific answers into the knowledge base. Examples of these questions are “What are the after-school activities for 3rd graders?” or “When does Chess Club start?”
By adding in school-specific answers to FAQs, Iredell-Statesville Schools can further support their staff, faculty, and parents, while setting up the students for success.
Setting the curve.
The Iredell-Statesville School District is setting the curve by using technology and automation to save time and money. Capacity led and recorded an extensive onboarding program where we trained more than 100 co-pilots on how to use our platform, answer tickets, and add knowledge to the knowledge base. We sent each co-pilot a user guide to reference, and principals started answering questions within 24 hours! District families are very happy to receive instant, accurate answers to all of their questions.