Case Study: Flexcar achieves faster support resolution and 24/7 coverage with Assembled

Flexcar doubles agent productivity and reaches 85% containment with Assembled

Flexcar, a company offering flexible month-to-month car leases, faced significant challenges in managing its customer support operations. Their existing system struggled with accurate forecasting, scheduling, and providing 24/7 coverage without high costs or agent burnout. They turned to vendor Assembled for a workforce management (WFM) solution to gain control over these operations and improve service quality.

By implementing Assembled's WFM platform and later its suite of AI tools including an AI Copilot and AI agents for chat, email, and voice, Flexcar transformed its support. The results were substantial: agent productivity doubled, AI agents achieved an 85% containment rate, and 24/7 coverage became possible. Assembled's solution provided a unified platform to manage their hybrid AI-human workforce, turning support into a strategic growth engine for the company.

Flexcar