Protecting millions of travelers across 21 countries isn’t just about keeping the app running — it’s about making sure the right people are in the right place at the right time. For BlaBlaCar, the world’s leading community-based travel app, customer support is at the heart of that mission. With teams spread across continents, scheduling had become a challenge. Fragmented manual processes slowed them down, leaving analysts without reliable data and employees without balance.
This is how a global team of customer support agents transformed planning, simplified scheduling, and gained autonomy with one smart solution.
Manual, fragmented scheduling slowed everything down
Before Humanity Schedule, BlaBlaCar’s customer support teams were spread across 10+ countries and two continents, juggling more than 50 daily tasks — some time-sensitive, others goal-oriented. Scheduling was anything but smooth.
Spreadsheets, Google Calendar, and a patchwork of tools varied by region. Processes weren’t standardized, forecasting was unreliable, and employees often faced uneven workloads.
“It was clear we needed a complete revamp,” said Iryna Konoplianko, BlaBlaCar’s Customer Operations Planning Analyst at Staffing Performance team. “We asked ourselves: how do we avoid backlogs, stay compliant, and give teams a structured yet flexible way of working?”
Building a smarter “Fix & Flex” system with Humanity Schedule
BlaBlaCar built a global planning framework called “Fix & Flex”, with Humanity Schedule as the central solution. The goal was to balance structure with flexibility, empower agents, and give analysts the reliable data they needed for forecasting.
The choice was clear:
- One solution for scheduling, data collection, and capturing employee time.
- Consistent feature updates like availability tracking and enhanced reporting.
- Cost-effective for a large, global operation.
- Strong support and partnership with TCP’s customer success team.
“Humanity Schedule has been a true B2B partner,” said Iryna. “We’ve had visibility into their roadmap, collaboration with support, and our needs are taken into account.”
Saving hours with template planning
With Humanity Schedule’s template planning, BlaBlaCar sets a weekly baseline schedule. All changes, from absences to shift swaps, are layered on top. This consistency has cut analyst prep time from 4 days to just 1.5 days per week.
Availability tracking that speeds up planning
Humanity Schedule’s availability feature gives managers a real-time view of team capacity. Plans are now built faster and with greater accuracy, avoiding the bottlenecks of manual processes.
Empowering teams with autonomy
By giving agents the ability to manage their own schedules, BlaBlaCar increased operations team autonomy from 0% to 90%. Agents edit their schedules with confidence while Humanity Schedule ensures compliance with each country’s labor codes.
Intuitive, user-friendly scheduling
Color-coded shifts, customizable titles, and a skill-based organization bring clarity to complex schedules.
“Humanity Schedule provides the transparency our multicultural teams needed,” noted Iryna.
Measurable time savings, greater autonomy, and happier teams
Since implementing Humanity Schedule, BlaBlaCar has seen:
- Analyst time savings: Prep time reduced from 4 days → 1.5 days weekly.
- Team autonomy: 90% of schedule changes are now handled directly by agents.
- Fewer errors and backlogs: A single source of truth for all scheduling data.
- Improved employee experience: Agents appreciate the transparency and flexibility.
- Strategic focus: Analysts now spend less time on manual tasks and more on high-value projects.
“The shift from tedious manual work to an autonomous time management system has been a game changer,” shared Iryna.
A partner for forecasting and growth
BlaBlaCar sees Humanity Schedule as more than just a scheduling solution — it’s a long-term partner in workforce optimization. Next steps include:
- Occupancy Rate Analysis: Deeper insights into how agents spend time across different tasks.
- Forecasting Integration: Exploring robust forecasting in Humanity Schedule to consolidate processes and improve accuracy.
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