Case Study: Ramp saves 5,100+ hours a year and lifts adherence ~10% with Assembled
Key results
The challenge
Ramp, a fintech spend-management platform, runs a support operation of more than 100 agents handling over 310,000 tickets. The team needed to improve productive adherence and speed up agent onboarding without adding headcount.
The solution
Ramp deployed Assembled's Workforce Management alongside its AI Copilot (branded internally as "Cal") to automate SLA look-backs, send adherence alerts directly to agents, and assist agents on live tickets.
“Targeted SLA look backs for live channels and functionality to send alerts directly to agents has helped increase agent autonomy, improving our productive adherence scores by ~10% per team in a 6-month period.”
RLRichard LonderManager, Customer Operations (Workforce), Ramp
The results, in context
Assembled reports Ramp saved more than 5,100 hours annually across 310,000+ tickets, improved productive adherence by roughly 10% per team over six months, and reached 75% Copilot adoption across its agents.