Case Study: Thrasio streamlines support operations with Assembled

Thrasio saves $500,000 annually after implementing Assembled Workforce Management

Thrasio, an eCommerce brand aggregator with a global support team of 100+ agents, was struggling with a growing backlog, manual spreadsheet-based forecasting, and poorly optimized staffing. Before using Assembled’s Workforce Management product, the team lacked centralized data and automations, leading to inaccurate forecasts, long revision cycles, and customer response times that had climbed to 26 hours.

With Assembled’s out-of-the-box integrations for Zendesk and Salesforce, Thrasio automated forecasting, centralized data, and gained real-time workforce visibility. Assembled eliminated over 2 weeks of manual work, improved forecast variance to about 5–10%, boosted CSAT to 4.4, cut first response time to around 42 minutes, and helped Thrasio avoid hiring 190 additional frontline agents.

Thrasio

Nobuhiro Kobayashi

Insights Manager