How Casper gave its CX team visibility and real-time tracking

Assembled's impact
  • Casper uses Assembled to provide their full team visibility across channels and queues and facilitate empowered, customer-centric decision-making.
  • Assembled has given their team a shared language around CX performance, which drives their best-in-class support experience.

Casper believes everyone should sleep better. The Sleep Company has a full portfolio of obsessively engineered sleep products—including mattresses, pillows, bedding, and furniture designed in-house.

Industry

Ecommerce

Channels supported

Email, phone

Support team size

50-100 agents

Contact platform

Service Cloud

The challenge: More systems, more information, more agents....!

The story of Casper and Assembled started in 2018, and it's a special one for us. As an early adopter of Assembled, the Casper team served as a muse and as the ultimate source of user feedback. In many ways, they represent the quintessential Assembled customer: (1) pioneers in their space who are (2) managing massive growth in customer demand and (3) prioritize exceptional customer experiences. And, like many companies in high-growth mode, they were running support scheduling, forecasting, and reporting for 100+ agents out of spreadsheets (alongside a number of supporting tools).

Wrangling multiple, critical platforms while also managing a growing team and ensuring customers are happy? Not easy and yet, very necessary to get right. Says Senior Manager of CX Operations Marco Gasparro: "We were dealing with a lot of different information sources across many different systems. We needed a single view to streamline everything." They were also keeping a close eye on productivity metrics as more variables were introduced, like new offices, new time zones, new channels, and eventually, a BPO.

We needed to know how this was all coming together from an efficiency perspective.
Marco
senior manager of cx operations

Assembled provides Casper with a single source of truth for their growing support operations.

As we continued to grow and evolve, we were focused on how to give our entire team the information they need to do their job effectively and efficiently. The visibility into metrics on the Assembled dashboard helped to meet that need.
Marco
Senior manager of cx operations

Of course, metrics are only as good as your ability to take action, and this was something the Casper team took very seriously. Says Workforce Management Analyst Jackie Chung: "The Realtime Dashboard has been really useful, especially in our remote environment. We can track KPIs easily, and shift people around as we see queues building up or metrics trending in a certain direction, like wait times going up."

With Assembled, the Casper team was now spending less time tracking down data that was scattered across different systems, and could focus their attention on the centralized, actionable, and easy-to-view data in their dashboard. Marco adds: "Assembled helped us establish joint accountability on our team. They can all look at the same data and help answer the question, okay, where do we need more folks to jump in so we can get calls answered faster? Agents will even look at the dashboard before taking a quick breather in between calls!"

Now, our team has established a good process of asking themselves, is it a good time for me to step away from my computer, or are there queues that I could jump into before I step away? Or, if an agent receives a call and a customer requests someone specific, they can look in Assembled to see if that agent is available or what they're working on.
Jackie
workforce management analyst

Of course, metrics are only as good as your ability to take action, and this was something the Casper team took very seriously. Says Workforce Management Analyst Jackie Chung: "The Realtime Dashboard has been really useful, especially in our remote environment. We can track KPIs easily, and shift people around as we see queues building up or metrics trending in a certain direction, like wait times going up."

Casper may have pioneered a category, but they're always continuing to evolve, innovate, and grow as a brand. Between new products, new ways of engaging with customers, and new processes to help them scale, the team is busier than ever. It's another reason why Assembled is the perfect WFM partner.

Scalability is a huge factor when it comes to our partnership with Assembled," says Jackie. "We're able to automate efficiently, make more informed decisions, and take additional inputs into account when optimizing customer experience.
Jackie
workforce management analyst

Best of all, Assembled has given their full team a shared language around CX performance. With everyone referencing the same context with the same metrics and the same level of transparency, the conversation is automatically leveled up and focused entirely on how to better serve their customers. Says Jackie: "I've heard a few people say they value the transparency we're providing through Assembled. They feel like they're part of the team, jointly accountable, and empowered to take action that will improve things."

Good for the team, and good for the customer? Can't ask for anything better than that.

This will change things.

Request demo