Case Study: Autodesk cuts chat wait times and scales support staffing with Assembled

Autodesk cuts chat wait time by 40% with Assembled

Autodesk Construction Cloud's support team faced significant challenges in managing a complex, multi-product environment with a manual, spreadsheet-based workforce management system. As their operations grew to support 11 distinct products, they needed a robust solution from a vendor like Assembled to improve scheduling accuracy, boost agent productivity, and enhance the overall customer experience.

By implementing Assembled's workforce management platform, the team achieved a 40% reduction in average chat wait time. Assembled provided intuitive scheduling tools and partnered with Autodesk to beta-test innovative features like seasonal forecasting and Case Lifecycle, which delivered more accurate forecasting and deeper productivity metrics. This partnership resulted in streamlined operations, improved agent morale, and a significantly enhanced customer experience.

Autodesk