Success Story
Pasco County Schools Reduces Customer Service Costs by 41% with Let’s Talk
See how Pasco County Schools cut customer service costs by 41% with Let’s Talk, improving efficiency, transparency, and 24/7 support with AI.
October 24, 2023| SUCCESS STORY SUMMARY Challenge: Solution: Results: |
Challenge
As one of Florida’s largest school districts, Pasco County Schools (PCS) faced the complex challenge of managing high volumes of stakeholder inquiries across dozens of entry points, with hundreds of staff responsible for providing answers. This led to inconsistent response times, duplicated efforts, and rising customer service costs.
“Before Let’s Talk, we didn’t have customer service data to rely on for spotting inefficiencies or providing support to overwhelmed teams,” said Melissa Musselwhite, Director of Student Support Programs and Services at PCS. “Now, if we notice duplicate efforts on responses or trending topics, we’re able to address it immediately and empower our teams to deliver superior customer service.”
Solution
In March 2020, PCS implemented Let’s Talk — the only customer service platform built for K-12 districts. PCS initially launched Let’s Talk to manage pandemic-related communications, but it quickly evolved into a districtwide solution supporting every major department.
“Let’s Talk has made a difference in our daily work and has truly made an impact across our entire school system,” Musselwhite said. “When we implemented Let’s Talk, it took off quickly districtwide which presented the opportunity to measure the platform’s ROI. The results are evident from the numbers — we have seen great success with Let’s Talk.”
PCS uses Let’s Talk’s unified inbox, keyword-based routing, automation, and AI-powered tools to manage every inbound inquiry. The district also introduced Let’s Talk Assistant — an AI-powered chatbot — and telephony features integrated with its SIS system to streamline phone support.
“Our success with Let’s Talk is largely because of exposure to the ways we are using it and other departments have shown interest in implementing it for themselves,” Musselwhite said. “As we continued to expand Let’s Talk to departments throughout our district, it grew on its own with positive word-of-mouth and personal experiences.”
Results
An independent cost-benefit analysis by PCS using the ROI Institute’s methodology showed a 41% reduction in the cost of providing customer service. For every dollar spent on Let’s Talk, the district received $1.68 in value.
The district also saw major gains in efficiency. Before Let’s Talk, it took an average of six phone calls to resolve a single inquiry — now it takes just one.
To reduce staff workload and improve accessibility, PCS implemented Let’s Talk Assistant, an AI-powered chatbot that now answers hundreds of repetitive transportation and enrollment questions each month, providing 24/7 support for families and saving staff hours each week. The chatbot is connected to the Let’s Talk dashboard, enabling the district to track frequently asked questions and improve knowledge management.
In transportation, Let’s Talk has transformed service delivery. Parents can submit bus stop requests online, and dialogues are automatically routed to the correct department. Responses are logged and searchable, creating real-time training opportunities for new hires and helping staff respond more consistently.
PCS also uses the Let’s Talk dashboard to monitor:
- Response times and unanswered inquiries
- Trending district and campus-level topics
- Customer Experience (Cx) scores
These real-time insights are used to inform board meeting agendas, improve communications, and guide service enhancements. To maintain transparency, PCS shares a quarterly Success Plan Scorecard with internal teams, families, and the school board — including performance benchmarks compared with like-sized districts.
Let’s Talk has helped PCS tackle customer service challenges, improve transparency, and automate workflows — all while delivering measurable savings and efficiency gains.
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