Case Study: Iredell-Statesville School District saves time and improves parent support with Capacity

The Iredell-Statesville School District sets the curve by using technology and automation to save time and money.

Iredell-Statesville School District, a North Carolina district serving 37 schools and 2,700 staff members, was overwhelmed by repetitive parent and student questions flooding principals’ inboxes. Without a centralized complaint tracking system or universal knowledge base, school leaders struggled to respond quickly and consistently across the district. Capacity helped the district address this challenge with its support automation platform.

Using Capacity, Iredell-Statesville School District deployed a district-wide knowledge base and ticketing workflow that automated responses to common questions and routed unresolved issues to the right staff members. Capacity now deflects more than 1,900 inquiries per week, answers over 82% of inquiries without human involvement, and enables principals to start answering questions within 24 hours after onboarding.

Iredell Statesville School District

Kelly Marcy

Executive Director of Student Support