Case Study: Preply achieves 60% lower average handle time with Assembled

Preply cuts average handle time by 60% with Assembled

Preply, a leading online language learning platform, faced a significant scaling challenge as its customer support team grew from 30 to nearly 200 people. Their previous workforce management tools, reliant on Google Sheets and basic scheduling uploads, had hit a breaking point. The manual monthly scheduling process was consuming a full week, creating pressure to find a scalable solution. This led them to seek out Assembled and its Workforce Management product.

By implementing Assembled, Preply automated its schedule generation, reducing the monthly process from a week to mere minutes. The vendor's solution provided real-time monitoring, granular break scheduling, and seamless integrations. The results were substantial: a 60% improvement in average handle time, a 5.8% increase in teamwide adherence, and stable customer satisfaction scores, all while the team scaled by 7x. Assembled also provided agent scorecards and improved workforce literacy across the organization, fundamentally changing how the team operates.

Preply