Company: PowerSchool
Company background: As the leading provider of cloud-based software in K-12 education, we connect students, teachers, administrators, and parents with the shared goal of improving student outcomes. Our mission is to power the education ecosystem with unified technology that helps educators and students realize their full potential in their own way. From the office to the classroom to the home, we help schools and districts efficiently manage state reporting and related compliance, special education, finance, human resources, talent, enrollment, attendance, funding, learning, instruction, grading, assessments, and analytics–all in one unified platform.
Contact: Jamie Harmon
Title: Supervisor, Community Support
Related URLs: https://help.powerschool.com/, https://help.powerschool.com/t5/Getting-Started/Getting-Started-on-PowerSchool-Community/ba-p/28101, https://help.powerschool.com/t5/PowerSchool-Ideas-Portal/ct-p/PowerSchool-Ideas-Portal, https://help.powerschool.com/t5/All-Events/ct-p/All_Events, https://help.powerschool.com/t5/Enrollment-Family-Support/ct-p/PowerSchoolRegistration, https://help.powerschool.com/t5/Results/bd-p/Search_Results#!/search?searchString=&from=0&sortby=_sc..., https://help.powerschool.com/t5/PowerSchool-Mentors/ct-p/PowerSchool_Mentors
Kudos Category: Best-in-Class: Community
1. Describe the organization's objectives in launching a Khoros community. What is the use-case and purpose of your community (support, enablement and learning, marketing awareness, customer success, driving sales, product innovation, etc.)? Has the community charter evolved since its launch, and if so, how?
PowerSchool offers a variety of products to support the needs of school administrators, office staff, educators, families, and applicants. The goal of the community is to provide a unified support portal for all our products, offering opportunities for both self-help and direct support features.
2. How did the community get brought to life? Was there executive/business/stakeholder buy-in? What was the process to gain this buy-in? How was cross-functional support and organizational adoption achieved?
Our PowerSchool Community was built as a unified site to support all of our products. Since the start of our community, we have collaborated with leaders and teams across PowerSchool. We worked together on various initiatives, communications, training, and office hours to ensure we had awareness.
3. What were the results? More revenue generated, a reduction of costs, improved customer experience, more innovation, etc.? Tell us how Khoros helped you achieve those results. Please include quantifiable metrics if possible.
As a direct result of our focus on enhancing the customer experience, we experienced an increase in community engagement and self-help resources. Our search success rate has increased to 93%. We have maintained a 96% CSAT and grown our super user program, PowerSchool Mentors.
Special Thanks: NA
Case Study Opt-In: Yes
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