Case Study: Charlotte-Mecklenburg Schools achieves a one-stop self-service portal and improved efficiency with Cherwell Software

Charlotte-Mecklenburg Schools - Customer Case Study

Charlotte-Mecklenburg Schools (CMS), one of the largest U.S. school districts with 164 schools, 145,000 students and 20,200 employees, struggled with low adoption of its 2012 self-service portal. The IT‑centric, unintuitive portal and support scattered across ten sites led users to call or email the service desk, creating high contact volumes and inefficient routing for a lean, short‑staffed support team.

CMS implemented Cherwell Service Management to create MySupport, a device‑friendly, centralized “one‑stop shop” built with Lean UX and integrated workflows, and launched it in just three months. The portal consolidated ten support sites, reduced phone contacts by 7%, eliminated free‑form email as a channel, improved IT productivity and customer satisfaction, and earned a “Best Portal Design” recognition.

Charlotte-Mecklenburg Schools

Marsha Nicholson

Assistant Director of Technology