§ Customer story
Daybreak Schools Trust
Education
The staff handbook, finally answerable.
Twelve schools, one handbook. Staff ask a question and get the policy that applies to their school.
Metric
1,900
staff questions answered in the first term
Customer
Grace Lindqvist
Role
Operations Lead
Nobody read the 140-page handbook. Everybody reads a two-line answer with a link.
The problem
Daybreak’s handbook had grown to 140 pages, with separate rules for each of its twelve schools. Front offices fielded the same questions all day.
What changed
Each school got a workspace, and Ostler answers with the policy for that school first, then the trust-wide rule.
The result
In the first term staff asked 1,900 questions and 84% were answered without contacting the trust office.
