Case Study: The School District of Philadelphia achieves faster, more transparent family support with K12 Insight

How the School District of Philadelphia Used Let’s Talk to Transform their Customer Service

The School District of Philadelphia faced the challenge of managing a high volume of inbound communication across multiple departments and entry points, which created confusion for families and added strain on staff. To improve customer service and centralize communication, the district partnered with K12 Insight and used Onflo (formerly Let’s Talk) to streamline inquiries and make responses more transparent and efficient.

K12 Insight helped the district consolidate help lines, department emails, and group inboxes into one platform for tracking and managing communication districtwide. In its first year, the district handled more than 10,500 inquiries with an average three-day response time and achieved an 8/10 customer experience score, while also using real-time data to identify trends and improve engagement with families and staff.

The School District of Philadelphia

Alexandra Coppadge

Chief of Communications and Customer Service