Case Study: Lulus cuts manual work and builds agent-first scheduling with Assembled

How Lulus created an elevated customer and agent experience with Assembled

Lulus, the stylish eCommerce fashion brand, wanted a better way to schedule its customer experience team without relying on spreadsheets and manual guesswork. As customer contact volume grew across email, phone, chat, and SMS, the team lacked the forecasting, adherence, and staffing visibility needed to meet SLAs while keeping agents empowered and morale high. Lulus turned to Assembled, using its Workforce Management product to bring more structure and data to scheduling.

With Assembled, Lulus gained a simple, intuitive system for forecasting demand, building optimized shifts, and tracking agent performance and activity in one place. The team reported major time savings by automating break assignment and baking non-productive time into shifts, while also improving visibility into headcount needs and overextended agents. Assembled also helped Lulus streamline communication through Slack and Google Calendar integrations, supporting a more agent-first approach and stronger day-to-day operations.

Lulus

Amy Coleman

Director of Customer Experience