HubSpot is a global leader in customer relationship management and inbound marketing, empowering over 248,000 businesses worldwide. Founded in 2006, HubSpot has evolved from a marketing automation platform to a full-suite customer platform designed to help organizations grow better. With 15 global offices and a strong remote workforce, HubSpot’s support team needed a workforce management system that could keep pace with its rapid growth and commitment to delivering exceptional customer experiences.
HubSpot’s support team had been using a legacy WFM tool that required frequent adjustments and re-implementations to meet their growing needs. As the business scaled and moved to a remote-first model, it became harder to track agent activity and ensure the right staffing levels. Forecasting was a guessing game, especially with chatbot automation shaking up customer volume in unpredictable ways.
Our reps could handle up to three chats at a time, but we lacked real-time insights into what was happening. That made optimizing performance difficult.”
Melissa King, Senior Customer Success Manager
Scheduling relied on manual processes that made it difficult to ensure proper coverage across different time zones. Adjusting for changes required time-consuming coordination, and managers often had to rely on estimates rather than real-time data. With a large, globally distributed team, ensuring fairness in shift distribution became a big logistical complication.
HubSpot needed a workforce management platform that could keep up with its fast-moving support team, integrate seamlessly with existing tools, and provide real-time staffing insights. After evaluating several options — like Playvox, AWS, and Workday — Assembled emerged as the right fit.
We needed a tool that could scale with us, and the simplicity and power of Assembled’s interface stood out immediately. Also their proactive support and communication assured us that we’d have a true long-term partnership.
Melissa King, Senior Customer Success Manager
With Assembled, managers finally had real-time visibility into staffing levels, allowing them to make smarter decisions throughout the day. Scheduling adapted dynamically to business needs, eliminating frustrating workarounds. Forecasting got a serious boost, accounting for seasonal shifts, chatbot automation, and fluctuating staffing levels with precision. Seamless integrations with HubSpot Service Hub and Cisco created a smooth, connected workflow. Employees also gained better visibility into their schedules, making it easier to manage their time while maintaining full coverage.
Once Assembled was fully implemented, the impact was immediate. Seasonal surges, like holiday sales spikes, became easy to manage thanks to more accurate forecasting. Instead of relying on historical data alone, HubSpot could now anticipate changes in demand and proactively plan for them.
Managers also now have real-time staffing insights at their fingertips, allowing them to fine-tune coverage hour by hour. PTO approvals have become a faster, data-driven process rather than a logistical headache and scheduling is now a well-orchestrated system instead of a weekly chore.
The net staffing insights were transformative. Managers could finally see where coverage was strong or weak and take action in real time.”
Camila Gonzalez, Scheduling Lead
Adherence tracking has improved, ensuring that schedules were followed and operational efficiency stayed on track. Hiring and staffing have become more strategic, aligning with actual demand instead of relying on outdated historical data. Employees also enjoy more flexibility in managing their schedules, balancing their work and personal lives without sacrificing service levels.
By integrating Assembled with HubSpot Service Hub, the support team gained unprecedented control over operations. Supervisors can monitor agent activity across all channels and make adjustments on the fly, ensuring a seamless and responsive support experience.
Beyond just providing a great platform, Assembled became a true partner to HubSpot. The team worked closely with Assembled’s implementation specialists to fine-tune forecasting models and build out custom API integrations. Weekly check-ins ensured that any questions or roadblocks were addressed quickly, and Assembled’s proactive approach to customer success made all the difference.
Assembled’s team was with us every step of the way, ensuring the platform aligned perfectly with our needs. Their commitment to our success has been unmatched.”
Melissa King, Senior Customer Success Manager
Looking ahead, HubSpot is excited to explore additional Assembled features that will further optimize PTO tracking and staffing adjustments. The company continues to refine its workforce management processes, leveraging Assembled’s insights to improve efficiency and enhance the experience for both agents and managers.
With Assembled, HubSpot now has a workforce management solution that doesn’t just keep up—it helps them stay ahead. Support operations are running smoother, managers are making smarter decisions, and the team is empowered to focus on what matters most: delivering exceptional customer experiences.
Want to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!
