Case Study: Betterment reduces phone wait times with Assembled

Betterment went from "spreadule" to spectacular with Assembled

Betterment, a fintech company with a 50+ agent support team on Zendesk, was growing quickly and outgrowing its spreadsheet-based scheduling and reporting workflow. As the team expanded across time zones and added training shadow sessions, Director of CX John Biscuti found it increasingly difficult to manage staffing, adherence, and performance visibility using manual spreadsheets.

With Assembled’s WFM product, Betterment gained a more intuitive workforce management system for forecasting, scheduling, adherence tracking, and reporting. Assembled helped the team make better hiring, training, and staffing decisions, and Betterment cut phone wait times from about 10 minutes to nearly 1–2 minutes while improving overall visibility into team performance and schedules.

Betterment

John Biscuti

Director of CX