Solving for Service at Scale: Charlotte-Mecklenburg’s Journey to Unified Service Delivery

What does it take to improve customer service in one of the nation’s largest school districts? For Charlotte-Mecklenburg Schools, the answer was a phased, intentional rollout of a unified service desk designed to streamline inbound inquiries, improve responsiveness, and empower departments with better data and accountability. In this session, you’ll hear how CMS created a districtwide culture of service excellence—starting with key departments like Transportation, Finance, Human Resources, and the Superintendent’s Office, along with rolling out to 186 school campuses. Learn how the district centralized inbound inquiries, customized department-level workflows, and created a robust user support model with automated ticketing and timely responses. Attendees will walk away with actionable strategies for scaling districtwide customer service, improving response times, reducing board-level escalations, and building organizational trust through transparent reporting. Plus, see how CMS is leveraging live data, real-time dashboards, and technology to drive even greater efficiency and customer satisfaction. Whether you're in a large district or a fast-growing one, this session offers insights and real-life best practices on how to operationalize exceptional customer service at scale.