Case Study: Poshmark boosts agent productivity and response times with Assembled

Poshmark sees a 15% leap in productivity using Assembled

Poshmark, the fashion resale marketplace, needed a better way to manage a growing support operation as it expanded internationally, added support tiers, and shifted to remote work. The team had been relying on spreadsheets and Google tools for scheduling and reporting, and needed a more modern workforce management solution with real-time visibility into agent states, adherence, and Salesforce Service Cloud integration. Assembled’s Workforce Management platform fit that need.

With Assembled, Poshmark improved forecasting, scheduling, time tracking, and reporting across both in-house and outsourced teams. The vendor’s real-time dashboards, staffing tools, and automation helped Poshmark increase team productivity by 15% and improve first response times by 10% year over year, while also boosting outsourced agent productivity by 10–15%.

Poshmark

Neil Chowdhury

Head of Customer Success