Providing continuous customer support is essential for an international medical assistance company. However, maintaining 24/7 availability does not necessarily mean asking employees to work overnight.

MAS (Mega Assistance Services Inc.) needed an efficient way to coordinate employees across different countries and time zones. By using Workeen AI, the company can organize its global workforce around its coverage requirements and create schedules that support customers throughout the day.

MAS (Mega Assistance Services Inc.) provides worldwide medical assistance and US cost containment services to leading international private medical insurance companies, assistance companies, governments, and agencies.

The company has supported more than 100,000 travelers with their assistance needs. According to MAS, its services have helped reduce claims costs by up to 80% while assisting clients across more than 100 countries.

MAS is also the creator of PaySmarter, a real-time virtual payment solution for medical assistance abroad.

Its head office is located in West Vancouver, British Columbia, Canada, while its US office operates from Blaine, Washington. In addition, MAS maintains a 24/7 operational presence in Mexico, Peru, the Philippines, and India.

This international structure enables the company to remain available to customers and partners in different parts of the world. At the same time, coordinating employees across multiple locations and time zones creates demanding workforce scheduling requirements.

MAS wanted to provide continuous customer support and maintain 24/7 service coverage. However, the company also wanted to avoid having employees work during the night whenever possible.

To achieve this, MAS developed a globally distributed workforce model. Employees located in different countries could cover the hours that would otherwise be night shifts in Canada while working during daytime or more suitable local hours in their own regions.

Although this approach offered clear advantages, it also introduced a scheduling challenge. MAS needed to coordinate employees working across several countries while ensuring that every required customer support period was properly covered.

Time-zone differences had to be reflected accurately in the schedule. Managers also needed a clear overview of shift assignments across the organization. Managing these requirements manually could make schedule creation more complicated and time-consuming, particularly when changes occurred.

MAS therefore needed a scheduling solution that could support its international operating model and help its managers coordinate global coverage more efficiently.

MAS implemented Workeen AI to centralize and simplify employee scheduling across its international teams.

Instead of managing separate timetables without a unified overview, the company can organize its workforce according to the support coverage required throughout the day. Employees in different countries can be assigned to the appropriate periods based on MAS’s operational requirements.

This allows the company to use time-zone differences to its advantage. When it is nighttime in Canada, team members based in another part of the world can provide customer support during more suitable local working hours.

Workeen AI brings these requirements together within a structured scheduling process. Its AI-powered scheduling capabilities help MAS create work schedules based on its defined staffing and coverage needs.

Managers can also adjust the schedule when circumstances change. This is particularly important for a 24/7 assistance provider, where an unplanned change could otherwise create a gap in customer support.

By maintaining scheduling information within one system, MAS can achieve a clearer overview of shift assignments and planned service coverage across its globally distributed workforce.

With Workeen AI in active use, MAS has established a more organized approach to coordinating employees across multiple locations and time zones.

The company can structure its schedules around its 24/7 support requirements while making better use of regular working hours in different countries. This helps MAS maintain continuous service coverage without depending exclusively on employees working overnight in Canada.

The centralized scheduling process also provides managers with greater visibility into planned coverage. They can review shift assignments across the organization and make the necessary adjustments when scheduling needs change.

Most importantly, the solution supports MAS’s international operating model. Employees in different regions can contribute to continuous customer support through one coordinated workforce schedule.

For a worldwide medical assistance provider, workforce scheduling is directly connected to service availability. Customers may require help at any time, so every part of the daily schedule must be properly covered.

MAS demonstrates how an internationally distributed team can support 24/7 operations while reducing the need for traditional overnight shifts. By coordinating employees across countries and time zones with Workeen AI, the company can organize its workforce around both its service requirements and more practical local working hours.

Through a centralized and structured approach to scheduling, MAS can bring its international teams together and support the continuous service its customers require.