Education, K-12 charter schoolsCharter School Network
A charter school network gave families a self-service support portal and its staff a Service Cloud console for every request.
A charter school network serves families across a large region through independent study programs. Parents and students contacted the school with a steady flow of questions and requests that staff had to track.
The challenge
Requests arrived by email and the website with no shared queue, assignment rules, or escalation. Families could not see the status of what they had asked for, and leadership had no reporting on response times or request volume.
The solution
SiiMPLY7 ran discovery with wireframes of the data flow and user experience, then implemented Service Cloud with support processes, teams, queues, assignment and escalation rules, web and email intake, and a service console. A branded community portal lets families register, submit requests, and track their cases, and existing accounts and contacts were migrated.
Implementation highlights
What we built.
- Discovery wireframes for data flow and user experience
- Case queues, assignment, and escalation rules
- Web-to-case and email-to-case intake
- Service console for staff
- Family portal to submit and track requests
Results
Families submit and track requests online
Every request queued and assigned
Response and volume visible to leadership
Engagement summary
The project ran about ten to fourteen weeks and closed with documentation, user testing support, and staff training.
What's next
The portal gave the network a base for adding more self-service content for families.
More case studies
Looking for similar results?
Let's simplify the complex, together.
A senior architect, not a sales rep, will map your first move inside 48 hours.