Case Study: Ro achieves flexible, data-driven support operations with Assembled

Building a resilient support operation for distributed work

Ro, a healthcare company offering telehealth, diagnostics, and pharmacy services, needed a better way to manage support operations as it rapidly grew during COVID-19 and shifted to a fully distributed workforce. Its existing scheduling setup lacked the forecasting, visibility, and reporting needed to staff effectively across email and phone support, especially as volume increased.

Assembled implemented Workforce Management to give Ro a single hub for forecasting, scheduling, adherence tracking, productivity reporting, and real-time updates. With Assembled, Ro gained more accurate volume forecasting, better insight into staffing efficiency, and stronger control over flexible shift planning—helping the team make faster staffing decisions, improve accountability, and build leadership reporting with detailed hourly and month-to-date metrics.

Ro

Breanne Mccormick

Strategy and Reporting for Care