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How Brooks Running uses Assembled

66%

“With Assembled, Brooks lowered average phone wait times by 66%.”

As published on assembled.com. Captured by usedby on Oct 8, 2026.

What happened

Brooks Running's customer experience team uses Assembled for workforce management, including forecasting, intraday schedule changes, real-time adherence monitoring, and optimized break scheduling across its support channels.

Summary written by usedby from the source page, in English. The figures are those of Assembled and Brooks Running, not ours.

We saw a dramatic drop in our average phone wait time in the first three months of 2022, from 1 minute and 6 seconds to just 22 seconds, after implementing Assembled and expanding our team by two.”

From the page. assembled.com, captured Oct 8, 2026

Assembled allows us to visualize our capacity as a contact center in a meaningful way. Our first reply times are a testament to this. It's the tool that allows us to achieve our response times and maintain service levels.

Andrew Marston, Runner Experience Supervisor, Brooks Running, Brooks Running. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 66%CheckedPrinted word for word on the page, near the name of Brooks Running.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Brooks Running.
  • Brooks Running uses AssembledCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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