ServiceTitan schedules hundreds of global agents in minutes

ServiceTitan, founded in 2012, was built to power home services — plumbing, HVAC, electrical, and more — with a comprehensive software platform handling everything from job dispatch to marketing automation. But as their business expanded, so did the demands on their global support team.

With operations spanning three countries and hundreds of agents, it became clear that legacy systems weren’t cutting it. When Chris Slaugh joined as VP of Global Customer Support, he brought a bold vision: shift from traditional call center KPIs to outcome-based performance. Partnering with Senior Workforce Manager Jes De Leon — a WFM leader with 25+ years of experience — they began redesigning how ServiceTitan supported its customers.

This was about more than just a tool upgrade. It was also about shifting the team mindset — from generalist to specialist, from reactive to predictive, from adherence to impact. And that meant finding a WFM partner who could keep up.

Outgrowing a limited system

Talkdesk WFM, their previous platform, wasn’t able to support ServiceTitan’s complexity at the level needed. Schedule generation took more than an hour and locked the system for its duration.

Specialized teams and asynchronous work couldn’t be accurately forecasted or staffed without spreadsheets. Labor laws across Armenia, Colombia, and the U.S. couldn’t be enforced within the system.

Jes and her team also found themselves spending hours a week manually adjusting agent schedules. Labor laws were particularly concerning. If any schedules violated these rules, the consequences could be severe, so the team had to stay on top of it. That’s when they began looking for a solution that could keep pace with the sophistication of the platform they were supporting.

Chris and Jes evaluated multiple solutions — including Verint and other legacy players — but only Assembled delivered on their most urgent needs.

What sealed the deal wasn’t just the tech — it was the collaboration. Assembled worked alongside the ServiceTitan team to ensure their WFM setup was capable of scaling globally.

Building the most sophisticated scheduling engine

With 300+ agents across three countries, ServiceTitan needed schedules that reflected real-world complexity: regional labor laws, company policies, and highly specialized support roles. With Assembled, they’ve configured over 80 unique scheduling rules, each one tailored to different geographies, legal requirements, and team structures.

In Armenia, lunch breaks must occur between 2.5 to 4.75 hours into a shift. Additionally, Case Management sessions must occur within the first 4 hours of the shift and can only be scheduled after agents have completed their check-in process. These layered constraints mean the system must coordinate three separate events (check-in, Case Management, and lunch) within precise timing windows while ensuring proper sequencing.

In Colombia, lunch duration changes based on shift length: one hour for shifts under 9 hours, but different rules apply for extended shifts. And in the U.S., state-level laws needed to be honored while maintaining flexibility across time zones. Each site has cascading rule dependencies that interact with queue assignments and skill-based routing.

And beyond labor laws, the operational needs are just as specific. Tier 2 support runs exclusively on chat. The Premium team handles high-SLA customers. Accounting specialists work deep, complex cases with extended handle times. Each group has different rules, different capacities, and different availability windows.

What other WFM platforms handle with rigid templates or manual workarounds, Assembled manages through intelligent rule engines. ServiceTitan can specify that Training sessions occur 'exactly once per week, optimally placed, with group overlaps allowed' — and Assembled’s schedule generation uses AI automation to find the best slot across hundreds of agents while honoring all other constraints.

And unlike other tools, Assembled didn’t require the team to define these rules in spreadsheets. They could build and test directly in the platform, applying these rules to individual agents or to large cohorts of people.

The result was an AI-powered scheduling engine that was flexible, precise, and legally compliant — without needing hours of post-processing clean-up.

From hours to minutes  — with no downtime

Under their previous system, generating a schedule was a once-a-day, system-halting event. It locked out other users, stalled planning, and often required hours of edits afterward.

Assembled changed that. Now, ServiceTitan runs weekly AI-optimized schedules for hundreds of agents in a matter of minutes — with no downtime or manual workarounds.

More than just faster, the new system is smarter:

• Labor law compliance is enforced proactively
• The team is alerted to scheduling conflicts before they become an issue
• Breaks and meetings are staggered for consistent coverage, while optimizing for SLA
• Senior specialists are scheduled during peak escalation times, based on historical patterns

As a result, the team is no longer buried in logistics, worrying about compliance — they’re freed up to think strategically, with peace of mind that they're meeting all their rules and running with the best schedules possible.

Less manual effort. More strategic focus.

With scheduling off their plates, Jes and her team now operate at a higher level. They model different staffing approaches for product launches or holiday peaks. They analyze which scheduling rules drive the most inefficiencies. They plan training schedules that balance development time with coverage needs.

They no longer just execute — they optimize.

With visibility into productivity at a granular level, they now have the data to build staffing plans that leadership can trust and the operational foundation is in place for whatever comes next.

The team now has a shared system of record that connects customer outcomes, agent effort, and AI-powered workforce planning — and a partner who’s invested in helping them continue to improve.

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