Case Study: Indianapolis Public Schools achieves faster, more consistent districtwide support with K12 Insight

How Indianapolis Public Schools championed culture change districtwide

Indianapolis Public Schools needed a better way to serve staff and families across a large, complex district, where inquiries were often bounced between departments and response times suffered. To modernize service delivery, IPS partnered with K12 Insight and adopted Onflo (formerly Let’s Talk) as a unified customer service platform.

K12 Insight implemented Onflo with centralized intake, automated routing, and more than 100 workflows across IT, HR, transportation, finance, and other teams. The district now manages more than 31,000 inquiries a year, has reduced email overload, improved response times, and achieved an average customer satisfaction score of 8.8 out of 10.

Indianapolis Public Schools

Ashley Cowger

Executive Director of Strategy & Integration