ActiveCampaign Saves a Year of Coaching Time with Solidroad

Industry

Customer Experience Automation

Customer

Emily VanGilder

Global Customer Enablement Manager

User since

Feb 2025

ActiveCampaign provides customer experience automation solutions, helping businesses create personalized email marketing, automation, and sales engagement workflows.

As the company expanded globally, their traditional training model, built around manual coaching, one-on-one mock calls, and ad-hoc feedback, became too slow and too inconsistent to support a growing support organization. Teams were stretched thin, quality varied from region to region, and agents had limited opportunities to practice real scenarios before speaking with customers. By introducing structured simulations and real-time performance insights through Solidroad, ActiveCampaign streamlined their enablement programs, saved the equivalent of an entire year of human coaching hours, and meaningfully improved rep performance across global teams.

The challenge

The Challenge: Scaling Training Without Sacrificing Quality

ActiveCampaign’s customer teams were growing quickly, but their operations weren’t built to scale with them. One-on-one coaching was effective but consumed enormous amounts of time. Manual mock calls required trainers to impersonate customers, making it impossible to provide consistent practice to every support agent. And without structured performance tracking, measuring readiness or identifying skill gaps was largely guesswork. As bandwidth tightened, the quality of training varied between regions and teams, creating uneven customer experiences.

"One-on-one training is great for feedback, but at scale, it became a major bandwidth issue."

Emily VanGilder

Global Customer Enablement Manager

WHY SOLIDROAD?

A Smarter Approach to Training

Before Solidroad, the enablement team relied on manual coaching sessions and had no system to consistently measure rep progress. They needed something more structured that could scale across markets, reinforce skills continuously, and give managers deeper insight into performance quality. Solidroad delivered scalable simulations tailored to real customer interactions, role-specific training scenarios that reflected the complexity of ActiveCampaign’s product, and clear performance insights that allowed managers to coach more effectively. The platform also supported continuous iteration, enabling the team to refine training based on real data and rep feedback.

SOLUTION

How ActiveCampaign Transformed Their Training Process

ActiveCampaign embedded Solidroad’s structured simulations across both their new-hire onboarding and ongoing enablement programs. Monthly training cycles now include targeted scenarios designed to build specific competencies, with role-aligned assignments ensuring each rep practices situations relevant to their day-to-day work. Scorecards add consistency and transparency to feedback, helping managers identify strengths, spot weaknesses, and provide more focused coaching. Simulations are also woven directly into training courses, allowing reps to immediately apply new skills in realistic customer contexts, turning passive learning into active practice.

"We started embedding simulations at the end of training courses so reps could immediately apply what they learned, rather than just passively completing training."

Emily VanGilder

Global Customer Enablement Manager

RESULT

Higher quality in less time

The impact was immediate and measurable. Solidroad saved roughly one hour of manual setup and coaching time for every simulation completed, adding up to more than 2,000 simulations and the equivalent of a full year of human coaching hours saved. Reps improved faster thanks to structured, repeatable practice and consistent feedback. Training became more engaging and effective, with reps able to build skill in a risk-free environment that mirrored real customer interactions. And because insights were clearer and more consistent, managers could coach more strategically and intervene earlier when quality issues appeared.

CONCLUSION

The Future of Training at ActiveCampaign

By integrating structured simulations and real-time assessments, ActiveCampaign has built an enablement program that scales globally without sacrificing quality. Coaching resources have been freed to focus on higher-value work, training is more consistent across teams and regions, and reps develop skills more quickly and confidently. The system now supports continuous improvement, ensuring training evolves as the business grows and customer expectations rise. With measurable improvements in efficiency, quality, and performance, Solidroad has become a foundational part of ActiveCampaign’s global enablement strategy.

"This has transformed how we train our teams — more effective, more scalable, and ultimately more empowering for our reps."

Emily VanGilder

Global Customer Enablement Manager

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