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Design software (SaaS)Sourced

Case Study: Canva doubles agent productivity and cuts manual WFM work with Assembled

Canva Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Canva
Industry
Design software (SaaS)
Challenge
Managing 1,000+ global agents required about 20 hours a week of manual WFM work.
Headline result
2x agent productivity and 30% more tickets per day

Key results

2x
Agent productivity
30%
More tickets handled daily per agent
1,000+
Agents supported globally
80%
Copilot adoption
Within 4 weeks

The challenge

Canva, a design-software platform with 260 million monthly active users, supports more than 1,000 agents globally handling over 100,000 tickets a month. Forecasting, scheduling, and adherence tracking took about 20 hours of manual work each week.

The solution

Canva deployed Assembled's Workforce Management and Vendor Management, then piloted AI Copilot, automating adherence tracking and assisting agents on tickets.

“WFM has introduced a step-change improvement to our workforce operations.”

DL
Derek Lichtensteiger
Senior Systems Engineer, Canva

The results, in context

Assembled reports Canva doubled agent productivity, increased tickets handled per agent per day by 30%, saved about 18 hours of weekly manual work, and reached 80% Copilot adoption within four weeks.

Products used

Assembled Workforce ManagementAssembled Vendor ManagementAssembled AI Copilot