In the first few weeks of the school year, transportation officials for Colorado’s Douglas County School District field anywhere from 800 to 1,000 parent and student inquires. The sheer volume of feedback made it hard—if not, impossible—to respond on time. With an eye toward improving the customer experience, administrators turned to Let’s Talk! from K12 Insight. The department has since reduced its average response time from more than four days to less than 24 hours. Here’s how they did it. CASE S TUD Y Douglas County School District www.K12insight.com @K12insight 65K Number of students Source: Douglas County School District THE CHALLENGE Nestled between Colorado’s two largest cities—Denver and Colorado Springs—Douglas County is home to the state’s third-largest scho

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