Case Study: Floyd achieves scalable, streamlined scheduling with Assembled

Building a scalable and streamlined scheduling process with Assembled

Floyd, a retail and e-commerce customer support team using Kustomer, struggled to manage scheduling as the team grew from a small group to 8-10 agents across chat, email, and phone. Their process relied on siloed spreadsheets, multiple Google Calendars, and Slack, creating a time-consuming, manual workflow that made schedule changes and time-off requests difficult to manage.

Assembled replaced Floyd’s spreadsheet-based process with a scalable scheduling system that improved team visibility and autonomy, including shift swaps and streamlined time-off approvals. With Assembled, Floyd cut scheduling time by 67%, reducing Jordan Miller’s workload from more than 3 hours a week to about 1 hour and freeing up time for more strategic work.

Floyd

Jordan Miller

CX Manager