# How Brooks Running uses Assembled

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

As published on [assembled.com](https://www.assembled.com/case-study/brooks-running). Captured by usedby on 2026-10-08.

- Company: [Brooks Running](https://www.usedby.ai/companies/brooks-running.md)
- Tool: [Assembled](https://www.usedby.ai/tools/assembled.md)
- Teams: Customer Experience, Runner Experience

## What the story says

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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 66% is printed word for word on the page, near the name of Brooks Running.
- Checked: the passage quoted above is copied word for word from the page, near the name of Brooks Running.
- Checked: Brooks Running uses Assembled. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/brooks-running-assembled · How we check: https://www.usedby.ai/methodology