Success Story
Indianapolis Public Schools Modernizes Customer Service with Let’s Talk
IPS streamlined support across departments, managing 31K+ inquiries a year and piloting 24/7 service with an AI-powered chatbot.
September 17, 2025SUCCESS STORY SUMMARY
Challenge: To better serve its growing community and reduce friction across departments, Indianapolis Public Schools set out to modernize service delivery and streamline support for staff and families.
Solution: The district implemented Let’s Talk to unify its approach to customer service, building automated workflows and centralized communication across IT, HR, transportation, and more.
Results: IPS now manages over 31,000 inquiries annually, delivers faster response times, and continues to elevate service through a districtwide commitment to efficiency.
Challenge
As the largest district in Indiana, Indianapolis Public Schools, (IPS), serves more than 28,000 students across dozens of campuses and a growing slate of choice programs. With a bold commitment to operational excellence, district leaders recognized an opportunity to modernize how support was delivered across departments making it easier for families and staff to get the help they need, when they need it.
“One of the biggest challenges for our staff was knowing where to go for help,” said Brad Murdick, executive director of digital strategy at Indianapolis Public Schools. “Teachers weren’t sure who to contact. Staff spent time forwarding emails from one department to another. And principals often had to loop in multiple teams just to resolve a single family’s question. It created unnecessary friction for everyone.”
That’s what led the IPS team to modernize key service processes across their district.
While teams had historically relied on different tools and processes to manage inquiries, IPS envisioned a better way: a unified, districtwide solution that would elevate service delivery, improve visibility, and enhance the overall experience for everyone they serve.
Solution
To support the goals of its “Rebuilding Stronger” initiative, IPS partnered with K12 Insight to implement Let’s Talk, a unified service desk that simplifies how inquiries are received, routed, and resolved across departments.
The platform provides a single point of entry for staff and families to ask questions or request support, automatically directing each dialogue to the right team based on keywords and categories. IPS has built more than 100 automated workflows that ensure inquiries are handled efficiently and accurately, saving time and reducing manual work across departments, from IT to finance.
IPS also created a custom internal landing page with topic-based forms and a connected knowledge base, making it easy for staff to find answers or submit requests with clarity and confidence.
One of the key ways IPS uses Let’s Talk is for internal ticketing and support. Employee data is integrated into the platform, similar to how SIS data is used for student support, allowing staff to ask questions, submit tech requests, reset passwords, and report issues with educational software, computers, printers, and copiers.
The platform is deployed across all central office departments as well as the transportation team, including external vendors, all of whom are trained to use the system for maximum efficiency. This cross-functional deployment ensures every inquiry, whether internal or external, is directed quickly to the right person and resolved with accountability and transparency.
“Our team uses Let’s Talk to manage internal requests for tech support, password resets, and cybersecurity, and it’s made it easier to track issues and support staff quickly, especially during high-volume times like back-to-school,” said Murdick. “What makes the platform so effective is that it works across the district. From IT to finance to HR, every team can tailor it to their needs while staying aligned with our broader goals.”
“Our team uses Let’s Talk to manage internal requests for tech support, password resets, and cybersecurity, and it’s made it easier to track issues and support staff quickly, especially during high-volume times like back-to-school. What makes the platform so effective is that it works across the district. From IT to finance to HR, every team can tailor it to their needs while staying aligned with our broader goals.”
– Brad Murdick, Executive Director of Digital Strategy, Indianapolis Public Schools (IN)
IPS continues to build on this foundation with personalized forms, real-time analytics, and is planning a future launch of the AI-powered chatbot to provide families and staff with 24/7 access to accurate, district-approved information.
“We’re excited about the possibilities of the chatbot to give our families and staff a faster, more accessible way to get answers, 24/7,” Murdick said. “We believe it will become a key part of how we’re modernizing customer service to extend the reach of our support teams.”
Results
A Centralized System for Timely, Consistent Support
Today, IPS handles more than 31,000 inquiries annually through Let’s Talk—reducing email overload, improving coordination, and creating a more consistent service experience across departments.
In the 2023–24 school year alone, the district received 31,331 tickets, with top topics including bus assignments (nearly 7% of total volume), account and password resets, device management, managed print services, and driver concerns.
“Let’s Talk gives us a centralized system to manage support requests across the district,” said Murdick. “It helps reduce email overload, speed up response times, and make sure nothing slips through the cracks. It’s a big part of how we’re building a more responsive, efficient school district. We’re using data and automation to solve problems faster and serve our community better.”
Transportation: Supporting Families During Peak Times
Transportation remains one of the highest-volume areas for IPS, especially at the start of the school year when families are eager for updates on routes, bus stops, and delays.
With Let’s Talk, IPS can collect and route transportation-related inquiries to the right team instantly, including external vendors who are trained to use the platform. This ensures every family receives accurate answers quickly while giving transportation teams space to focus on daily operations.
“Transportation is one of our most frequently asked-about topics,” Murdick said. “Let’s Talk helps us organize and respond to bus-related inquiries more efficiently, saving time for both staff and families.”
IT and Internal Support: Automating Service Across Departments
In addition to family-facing support, IPS uses Let’s Talk as an internal ticketing system, streamlining tech and HR requests for staff across the district.
With over 100 automated workflows built into the platform, inquiries are routed based on keywords, eliminating manual handoffs. Staff can easily request help with devices, reset passwords, log issues with printers or educational software, or report cybersecurity concerns, all in one place.
Districtwide Accountability and Service Quality
Let’s Talk provides IPS with real-time data on inquiry trends, resolution times, and team performance, helping district leaders identify gaps and respond proactively. The platform’s analytics and reporting ensure no issue is overlooked, while its automation and workflow tools keep service efficient and consistent across departments.
The district’s investment is paying off. IPS maintains an average customer satisfaction score of 8.8 out of 10 across all tickets, reflecting its commitment to a responsive, data-driven approach to support.
“When families reach out, they want answers fast,” said Murdick. “Let’s Talk gives us the tools to respond quickly, track every interaction, and make sure no one feels ignored. It’s a big part of how we’re building a more responsive, efficient school district. We’re using data and automation to solve problems faster and serve our community better.”
Looking Ahead: A Model for Modern K-12 Service
By unifying its service processes and committing to continuous innovation, Indianapolis Public Schools is setting the standard for how large districts can streamline operations, improve responsiveness, and build trust with their communities. With plans to expand AI-powered support and deepen its use of data and automation, IPS isn’t just solving today’s challenges, it’s shaping the future of customer service in K-12 education.
“Let’s Talk gives us the tools to respond quickly, track every interaction, and make sure no one feels ignored. It’s a big part of how we’re building a more responsive, efficient school district. We’re using data and automation to solve problems faster and serve our community better.”
– Brad Murdick, Executive Director of Digital Strategy, Indianapolis Public Schools (IN)
FAQ: How Indianapolis Public Schools Uses Let’s Talk
How does IPS use Let’s Talk internally?
IPS uses Let’s Talk for ticketing across all district departments, with over 100 workflows automating routing for IT, HR, finance, and transportation support.
How many inquiries does IPS manage through Let’s Talk?
IPS handled over 31,000 inquiries in the 2024–25 school year using the Let’s Talk platform.
What are the most common topics IPS receives inquiries about?
In a typical year, the top topics include bus assignments, password resets, device management, managed print, and driver concerns.
How is IPS using AI to improve service?
IPS is planning to launch Let’s Talk Assistant, an AI-powered chatbot that provides families with 24/7 access to accurate, district-approved information.
What impact has Let’s Talk had on IPS’s service quality?
IPS has seen faster response times, reduced email volume, and an average customer satisfaction score of 8.8 out of 10.
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