Thank you! You're subscribed!
Oops! Something went wrong while submitting the form.
Platform Science is a leading fleet technology company, providing enterprise-grade solutions that connect vehicles, devices, and applications to drive smarter, safer, and more efficient operations. Its customers count on reliable service and real-time insights — so it’s no surprise that support excellence is a key part of the company’s customer promise.
That promise is delivered in part by a small but mighty workforce management (WFM) team — originally formed under Trimble, and now operating as part of Platform Science following a 2024 acquisition. Workforce Manager Mary Kathryn Dorr (who goes by MK) and Global Workforce Scheduler Jaidin Devereaux have led the WFM function through every phase of that transition, keeping support operations running smoothly through growing complexity.
Every schedule, every break, every forecast has an outsized impact. When you’re working with a lean team, the power of one really matters.”
MK Dorr, Workforce Manager
Together, MK and Jaidin have built a high-functioning workforce operation — one that’s navigated acquisitions, new platforms, and evolving business needs, all while maintaining a focus on people: their agents, analysts, and each other.
For MK and Jaidin, workforce management isn’t just about optimizing queues — it’s about creating the conditions for teams to grow, adapt, and succeed.
Manual work, rigid workflows
Before implementing Assembled, the workforce team used NICE CXone for scheduling and forecasting. While the tool offered a clean interface and evolving features, it quickly became clear it couldn’t keep pace with Platform Science’s growing complexity.
When I joined, the software had already been selected, but nothing had been set up. So I inherited it, but I also owned the entire change management process.”
MK Dorr, Workforce Manager
CXone forced the team to run forecasts before scheduling — even though their shift times were consistent and agent preferences stable. This resulted in rigid dependencies and time-consuming manual work.
We had to run a forecast just to build a schedule. And there was no way to do rolling weeks — it had to be calendar-based: May, June, July. No flexibility. Sometimes, it felt like a spreadsheet would’ve been better."
MK Dorr, Workforce Manager
The team often worked 80–90 hour weeks just to keep things running. Scheduling fell largely on Jaidin’s shoulders.
“We couldn’t automate anything. Every meeting, every training, every optimization had to be manually added. I’d spend full weeks just entering the same events over and over.”
Jaidin Devereaux, Global Workforce Scheduler
Despite their efforts, the opportunity cost was mounting.
We were doing all this work just to stay afloat. That left no time to focus on long-term improvements like shift bids, holiday bids, or team development.”
MK Dorr, Workforce Manager
And while CXone had improved, it still lacked key features — like a direct integration with Zoom Contact Center, which Platform Science was adopting as part of a broader systems overhaul.
From workaround to way forward
After years of navigating limitations, MK and Jaidin knew it was time for a change. But the goal wasn’t flash — it was sustainability: reclaiming time, simplifying work, and making scheduling easier.
It didn’t matter whether I was forecasting or managing. If Jaidin’s process didn’t get easier, I’d constantly have to hire more RTAs — and that wasn’t sustainable.”
MK Dorr, Workforce Manager
Most vendors emphasized forecasting. But MK’s team had that covered. What they needed was intuitive, flexible scheduling.
I quite literally told vendors: I don’t care about your forecasting algorithm. Our forecasts are simple. I need a scheduling tool that’s as intelligent as Google Calendar.”
MK Dorr, Workforce Manager
They also needed a direct integration with Zoom — not “eventually,” but now.
We didn’t want to keep hopping tools. We needed a partner we could grow with.”
MK Dorr, Workforce Manager
The final choice came down to Calabrio and Assembled. MK had worked at Calabrio before and had strong relationships there. But the contrast in momentum was undeniable.
I knew Calabrio inside and out — but when I looked at both tools, it was obvious. The Assembled team had grown so much, and Calabrio had stayed the same. I needed something that could innovate with us.”
MK Dorr, Workforce Manager
A smooth start — and a steady partner through change
From the start, Assembled felt different. Responsive. Fast-moving. Built for teams like theirs. The product had matured significantly since MK first saw it at SWPP years earlier.
Everything I asked for back then? Already in the product. That told me everything I needed to know.”
MK Dorr, Workforce Manager
Implementation was smooth — even as other systems fell behind.
Honestly, all of the headache came from the Salesforce omnichannel side. Assembled worked the way we expected it to work. If something wasn’t working, we had partners we could go to.”
MK Dorr, Workforce Manager
Thanks to shared Slack channels and an intuitive interface, the team picked up the platform quickly.
Even when I did things the long way, it was still faster and easier than what we were used to.”
Jaidin Devereaux, Global Workforce Scheduler
Not long after adopting Assembled, MK’s business unit was acquired by Platform Science from Trimble — a move that triggered multiple system transitions and significantly increased complexity for the WFM team.
They had to reconnect Assembled to a new Salesforce instance, then a new Zoom instance, followed by a temporary “interim” environment. Now, with the final transition to Platform Science’s core infrastructure underway, a fourth integration is in progress.
It’s been frustrating from a systems standpoint. We just want to do our jobs. But the Assembled team has been right there with us every time. I’ve never felt overwhelmed.”
MK Dorr, Workforce Manager
Real results: From manual toil to strategic impact
Since moving to Assembled, the Platform Science team has seen a step-function improvement in efficiency and impact.
Adherence reporting that once took 75–80 hours now takes just 7 minutes — even with data validation included.
Scheduling has become radically more efficient. In 2024, the team logged more than 900 hours building schedules — equivalent to 37+ workdays. But just one quarter into 2025, that number is already dropping fast: with new templates and scheduling rules in place, total time spent is down to 221 hours. At this pace, they’re set to cut over 300 hours from last year’s total — and they’re not done yet. With additional improvements underway, including smarter rule configurations and automated generation, that number will fall even further.
Attendance tracking, which used to take over two hours daily, now takes under 45 minutes.
I actually timed myself the first time. It took under 45 minutes, and that included doing the wrong day for half of it.”
MK Dorr, Workforce Manager
These time savings have translated into real growth. Jaidin now runs shift and holiday bids — responsibilities that used to fall solely to MK. Analysts are spending more time on tool integrations and proactive reporting.
Last year, Jaidin didn’t know how to run a shift bid. Now she owns it. That’s the kind of development we couldn’t invest in before.”
MK Dorr, Workforce Manager
And they’re no longer running on fumes.
I used to tell the team: if you make the same mistake three times, you’re going home for the day. You need a brain break. I don’t say that much anymore.”
MK Dorr, Workforce Manager
A partner in continuous improvement
As Platform Science scaled, so did their use of Assembled. From day one, the product team listened, responded, and delivered.
It’s really clear that Assembled wants us to be successful. Not just in theory, but in how they respond, how they build, and how they follow up.”
MK Dorr, Workforce Manager
Early on, Jaidin used Slack to ask what she thought were basic questions. The responses were fast and helpful, and the relationship grew from there.
MK and Jaidin have also shared product feedback and joined betas — including for Event Layers, a long-awaited feature that allows multiple events to be scheduled at the same time, while ensuring one remains the effective scheduled event. This helps prevent gaps from manual or automated changes and lays the groundwork for features like shift swaps and default productive event types.
When Layers launched, I told someone at SWPP it was the one feature we were waiting for. They turned to me and said, ‘We can turn that on today.’ That kind of responsiveness just doesn’t happen with every vendor.”
MK Dorr, Workforce Manager
Built to last — and ready to grow
With a strong foundation in place, MK and Jaidin are focused on getting even more from Assembled — improving templates, deepening Zoom and Salesforce integrations, and building scalable internal documentation. They’re also exploring new connections, including an ADP integration for VTO and time off, and Slack for real-time adherence monitoring.
They’re finally in a position to do more than maintain. They’re planning, improving, and leading.
A year ago, we were just trying to survive. Now we get to look ahead.”
MK Dorr, Workforce Manager
That shift from reactivity to momentum reflects more than just better tooling. It’s the power of time, structure, and support — all made possible by a platform that scales with the team.
We’ve built something sustainable. And with Assembled, we’re ready for what’s next.”
MK Dorr, Workforce Manager