Case Study: ClassPass improves global support staffing and adherence with Assembled

ClassPass boosts adherence by 12% with Assembled

ClassPass, a global marketplace connecting members to wellness experiences, faced challenges in scaling its customer support operations. Increased contact volume and complex scheduling using spreadsheets made it difficult to forecast demand and maintain agent adherence. They partnered with Assembled, a digital-native workforce management platform, to find a solution.

By implementing Assembled's Workforce Management product, ClassPass gained real-time visibility into agent activity and accurate forecasting. This allowed them to seamlessly add a new chat support channel and improve scheduling. The solution drove a 12% increase in org-wide adherence, enabling ClassPass to expand its global support team without adding schedulers or friction.

ClassPass