How Flexcar Improves Workforce Management | Assembled

Flexcar drives expansion with unified AI-human orchestration

The Results

Flexcar is rewriting the rules of car ownership with the first and only month-to-month lease, with insurance and maintenance included. That means no locked-in contracts, no down payments, and the freedom for members to swap cars whenever they want. Today, they serve thousands of active customers across New England, Atlanta, Charlotte, and Nashville — with expansion plans on the horizon to serve even more customers looking for an alternative to traditional leasing or buying.

The challenge

When Lesley Ong, Director of Infrastructure and Strategic Planning, joined Flexcar in 2022, the writing was on the wall: Flexcar needed a true WFM platform. Accurate forecasting, scheduling, and real-time performance management across a team of 50 US-based and near-shore agents was crucial for Flexcar. Manning the call center was either expensive or held the team hostage to traditional call center metrics like 30 seconds SLA or occupancy. As a car company that promises 24/7 roadside assistance, overnight agents "waited all night for maybe four calls spread over eight hours," while agents working peak intervals risked burnout.

The customer impact was also real. Customers were frustrated when they called for help after business hours, and the only option Flexcar could provide was traditional IVR phone support that redirected customers seeking non-emergency roadside services to try again during business hours or to email.

Flexcar needed the right agents — capable of delivering empathetic, accurate support — in the right place, at the right time.

Enter Assembled

Flexcar originally came to Assembled in 2023 to address workforce management challenges they were having with a previous vendor.

With Assembled WFM, Lesley and her team could focus on their strategic growth plans instead of manually managing day-to-day operations. Assembled’s Agent Scorecard provided 100% visibility into agent adherence and productivity, allowing Flexcar to reduce the team size to half while still keeping up SLAs.

Early 2024: AI Agent Copilot

With WFM stabilizing staffing, Flexcar was ready to optimize agent productivity with AI assistants. After evaluating alternatives, Flexcar turned to the Assembled AI Copilot to surface knowledge, draft replies, and guide agents. Agents realized they could spend less time on mundane tasks like documentation.

Mid-2024: AI agents for chat, email, and voice

Flexcar faced a classic operations challenge: growth without compromise. They started by expanding into AI agents for chat and email. On the Assembled platform, everything shares the same knowledge, workflows, brand guidelines, and data no matter the channel.

Flexcar created automations for complex, multi-step scenarios that would typically require human agents:

Since launch, email and chat AI agents now achieve a combined 85.56% containment rate — meaning most customers never need human escalation.

With email and chat success proven, Flexcar turned to voice automation. Enter Assembled’s AI Voice Agents capable of conversations that feel human, resolving complex cases end-to-end.

The results of one team (AI + humans) fully in sync

Flexcar’s first test for ROI is de-staffing the overnight team and allowing customers to self-serve through voice AI and engagement with the Flexcar app. Early success with AI agents taking over 30% of incoming volume.

Flexcar's innovative approach to AI fundamentally changes support operations from a cost center into a growth engine.

Strategic transformation

Flexcar approaches its technology strategy differently, leveraging an AI-human hybrid model, with a focus on non-linear scaling. Their strategy is three-pronged:

  1. Contain and resolve low-complexity issues automatically
  2. Elevate agent work through smart routing and summarization
  3. Orchestrate everything in one operational view

Operational intelligence

The unified platform gives Flexcar unprecedented visibility into its operations.

Cultural evolution

The expectations for the team transformed significantly. Lesley noted: "Overall expectations are different now... We're looking for accuracy and overall quality — the ability to build a relationship with customers."

Board-level impact

The business impact reaches the highest levels showing what’s possible for the future of support. Lesley reflected: "Most companies have teams that do all of this quantitative analysis... what drives customers to rave about a product... It’s more emotional."

This is the true power of Assembled's unified platform: it elevates customer support to a strategic differentiator.

Ready to transform your support operations like Flexcar?

Whether you're planning for rapid growth, struggling with 24/7 coverage, or looking to turn support into a competitive advantage — Assembled gives you everything you need to deliver superhuman support at any scale.

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