Case Study: Robinhood scales global support and cuts vendor costs with Assembled

Robinhood improves staffing efficiency across outsourced agents with Assembled for Vendor Management

Robinhood, a fintech platform serving millions of retail investors, needed a better way to manage rapid support growth as it expanded from email-only support into chat and phone across a global, multi-vendor operation. Before working with Assembled, the team relied on spreadsheets and even considered building a homegrown workforce management solution to handle staffing, forecasting, and vendor oversight.

Assembled provided Robinhood with workforce management and a custom vendor management platform, giving the team real-time visibility into scheduling, adherence, shrinkage, and vendor performance. The solution helped Robinhood retire spreadsheets, improve staffing efficiency, reduce annual BPO vendor costs, and support continued expansion across new products and channels.

Robinhood

Beau Burton

Senior Vendor Relationship Manager