From spreadsheets to sophisticated workforce management

Assembled's impact
  • Harry’s uses Assembled for end-to-end workforce management, including automated forecasting, team scheduling and realtime reporting.
  • With clearer visibility into how associates spent their time, Harry’s increased associate productivity from 12 tickets per hour to 15 tickets per hour.

Harry’s is a men’s care brand that offers exceptional products at a real value.

Industry

Retail, e-commerce

Channels supported

Phone, email, social

Support team size

30 agents

Offices

2

For the ops team, Assembled has been transformative in helping us understand team performance and keeping the team accountable.
Jake Lechnir
CX OPS MANAGER

The challenge: Managing a modern support environment.

From the beginning, Harry’s has considered customer experience a core differentiator in its product experience. The team is relied upon to bring the voice of Harry's brand to its customers, and the voice of its customers to the broader Harry's team.

By the time the team reached 30 associates, it faced a new challenge — installing the right processes and team metrics to ensure that the team was prepared for scale. Harry’s quickly realized it lacked the basic visibility required to do so, and went searching for a workforce management tool to forecast workload and to organize the team in one place.

We needed a better way to track how everyone on the team spent their time, so that we could understand team productivity.
Nick Martin
Support Manager

While metrics and process were important, the team also insisted on maintaining the collaborative environment they had worked so hard to cultivate. It was important that manager, associates and analysts alike were empowered with the data they needed to make good staffing decisions throughout the day.

We looked for a long time for something to replace our spreadsheets, but other tools felt either suited for simpler teams with basic shifts, or stodgier environments that didn’t fit with our culture.
Jake Lechnir
CX OPS MANAGER

Assembled brings clarity to team staffing, improving response times and team productivity.

We have a much clearer sense for where our time is going, which has been incredibly valuable for our staffing and budgeting process.
Nick Martin
Support Manager

Today, Harry’s relies on Assembled for fully-automated forecasting, scheduling and real-time monitoring. This gives Nick the end to end visibility he needs to best position the team to meet Harry’s aggressive response time targets.

Assembled’s realtime dashboard is so powerful — for the first time, we can clearly track if associate activity are aligned to the plan.
Nick Martin
Support Manager

Team leads and associates alike can also track the staffing required to meet team targets, adding more context and buy-in to the workforce management process. Associates log into Assembled to view their own schedule and to request time off, but more often, they rely on Assembled’s GCal integration and Slack notifications to track their daily work expectations.

Associates really appreciate the extra help in staying on top of their schedules, with Assembled’s Google Calendar integration and Slack notifications.
Nick Martin
Support Manager

With the added clarity how associates are spending their time, Harry’s has been able to track and coach their team to higher output.

Assembled has increased our agent productivity from 12 tickets per hour to 15 tickets per hour.
Jake Lechnir
CX OPS MANAGER

Heading into the future, Harry’s is excited about working with Assembled to build the next generation of workforce tooling.

We really feel like we’re part of the product roadmap, and it’s been rewarding to build the tool alongside other users like us.
Nick Martin
Support Manager

Get staffing right.

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