Case Study: Umbraco streamlines support scheduling and saves time with Assembled

Embracing the customer perspective throughout the organization

Umbraco, the open source CMS used by more than 500,000 websites worldwide, needed a better way to manage real-time scheduling changes and time-off requests for a distributed support team working across email, chat, social, and community channels. Before Assembled, team leads relied on slow Google Sheets-based processes and printed schedules, which made coordination difficult and often led to confusion or understaffing.

Assembled gave Umbraco a streamlined scheduling workflow with adaptable templates, fast-loading schedules, and centralized time-off requests, plus Google Calendar and Slack integrations for better visibility and ownership. The results were significant: scheduling time dropped by an estimated 83%, with setup time reduced from one to two hours to about 15 minutes, while schedule changes became immediate and much easier for both managers and agents to track.

Umbraco

Eric

Team Lead