Empowering operational excellence with data-driven WFM
Between error-prone spreadsheets and outdated workforce management (WFM) technology, customer support teams of all sizes struggle to leverage the goldmine of data at their disposal. In fact, our benchmark survey report found that, for 44% of teams, bringing data together in a single source of truth is their number-one challenge.
At Assembled, we’re big on helping teams harness the full potential of their data. Effective WFM data practices lay the foundation for informed decision-making, operational efficiency, and continuous improvement. Without reliable access to trustworthy data, customer satisfaction, employee retention, and the health of the business are all at risk.
In this article, we highlight three customer stories that embody the transformative power of data-driven WFM. From a data model that breaks case metrics into units of work, to API-enabled custom solutions, to a single source of truth for BPO staffing processes, these case studies showcase how Assembled’s data-first approach leads to operational excellence.
Lyra Health saves big with omnichannel data model
Lyra Health is dedicated to transforming access to high-quality mental health care. As such, the company’s Care Navigation Team works tirelessly to ensure clients receive timely and compassionate support. After several years of rapid growth, Lyra Health faced new operational challenges. The team relied on spreadsheets for scheduling and forecasting, which took hours each week and lacked real-time visibility into adherence and performance.
To handle the increase in complexity and volume, Lyra Health decided to implement Assembled WFM. “We looked at NICE, Playvox, and others,” said Lyra Health WFM Analyst Jonathon Hikade. “None lived up to what Assembled was able to offer from a service standpoint, the speed of implementation, or the cost efficiencies we were able to get.”
Partnering with Assembled, Lyra Health adopted the Case Lifecycle data model, which breaks down case metrics into units of work, such as transfers and escalations. This provided deeper insights into real-time management and long-term forecasting, allowing for more accurate staffing and better service. The model's detailed insights led to major cost savings and significant improvements in forecast accuracy, reducing error rates to just 1.1%.
monday.com builds custom routing tool with Assembled’s API
monday.com is a globally beloved workOS known for its customizable work management tools and exceptional 24×7 customer experience. Before implementing Assembled, monday.com’s CX team used a mix of tools and its own WorkOS for managing schedules, adding events to Google Calendar, and communicating changes via Slack. But now, with Assembled's help, they have specialized squads and optimized schedules for productive time across specific channels.
Using Assembled’s API, monday.com’s developers built a proprietary routing tool called Zendesk Round Robin (ZDRR) that connects to the team’s Zendesk instance and monday.com boards. ZDRR tracks various capacities and assigns tickets accordingly, ensuring agents aren't overloaded near the end of their shifts and periodically shuffles tickets to prevent loss. Continuous improvements are made to ZDRR’s functionality, and screen-share events sync immediately to schedules using Assembled’s Google Calendar integration and Calendly.
“We have grown alongside Assembled and with how we use Assembled,” said monday.com Global WFM Specialist Melissa Mayoras. “The Assembled team has been instrumental in helping us gain value from the platform. They aren’t just a vendor we work with but a true partner to us.”
Robinhood gets a big-picture view of outsourced staffing
Robinhood is a pioneering financial services platform that prioritizes high-quality, empathetic customer support as a mission-critical function. Since 2020, Assembled has partnered closely with Robinhood, supporting its rapid growth and journey to becoming a multi-product, publicly traded company by helping the team retire spreadsheets and introduce live chat and phone support.
Today, Robinhood is a complex multi-vendored operation. Working with multiple BPO vendors for 24×7 customer support resulted in challenges with manual processes and visibility into vendor productivity and spend. Without a single source of truth, it was difficult to identify staffing issues and resolve billing discrepancies. Assembled worked with Robinhood to develop a first-of-its-kind platform for BPO vendor staffing, providing real-time views of data and reducing spreadsheet dependency. Since implementing Assembled Vendor Management, Robinhood has significantly improved staffing efficiency, optimized vendor spend, and enhanced overall team efficiency.
“Assembled Vendor Management gives me real-time data on our BPOs’ schedules, shrinkage, adherence, and more — visibility I never had before,” said Robinhood Senior Vendor Relationship Manager Beau Burton. “I can now see months ahead, gain insights to optimize our budget, and ensure maximum coverage during peak periods.”
Put data front and center in your support operations
As illustrated by the successes of Lyra Health, monday.com, and Robinhood, leveraging data-driven WFM practices can revolutionize support operations. Assembled’s commitment to empowering teams with reliable, real-time data enables organizations to make informed decisions, enhance customer satisfaction, and continuously improve their operations. Whether it's through comprehensive data models, custom API solutions, or streamlined vendor management, Assembled is dedicated to driving operational excellence for support teams of all sizes.
Curious to see what a data-driven approach to WFM could do for you? Schedule a personalized demo today.
