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Online language learning (EdTech)Sourced

Case Study: Preply scales support 7x and improves AHT 60% with Assembled

Preply Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Preply
Industry
Online language learning (EdTech)
Challenge
Forecasting and scheduling ran entirely on Google Sheets as the team scaled 7x.
Headline result
60% AHT improvement while scaling the team 7x

Key results

60%
Improvement in average handle time
7x
Team scaling
~30 to ~200 agents
5.8%
Improvement in schedule adherence

The challenge

Preply, an online language-learning marketplace, scaled its customer care team roughly 7x, from about 30 to about 200 agents. Forecasting, scheduling, and adherence were handled manually in Google Sheets, which did not scale.

The solution

Preply adopted Assembled's Workforce Management for automated schedule generation, forecasting, and real-time adherence tracking across 150+ agents.

“It gives me so much time back to work on different things, so I've been really, really happy.”

BE
Bassel El-Ebiary
WFM Analyst, Preply

The results, in context

Assembled reports Preply improved average handle time 60% and schedule adherence 5.8%, cut monthly scheduling from a full week to minutes, and maintained CSAT above 4.4 while scaling 7x.

Products used

Assembled Workforce Management