ActiveCampaign achieves consistent quality measurement across global teams

Industry

Customer Experience Automation

Customer

Destiny Young

Sr. Manager, Experience Quality Programs

User since

Feb 2025

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

As the company expanded globally, quality visibility became a problem. Manual QA processes could only cover a fraction of interactions, and there was no consistent way to measure performance across regions. Quality varied from team to team, and leadership lacked the data to know where issues existed until customers complained. By implementing automated quality scoring and validation, ActiveCampaign now has consistent measurement across all teams and regions - with over 2,000 hours of manual QA effort replaced by automated coverage.

The challenge

Quality visibility didn't scale with the organization

ActiveCampaign's customer teams were growing fast, but quality measurement wasn't keeping up. Manual review could only cover a small percentage of interactions, leaving significant blind spots. Quality varied between regions and teams, and there was no consistent way to verify that agents met company standards. Leadership knew quality was uneven, but didn't have the data to pinpoint where problems existed or confirm when they were fixed.

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

Destiny Young

Sr. Manager, Experience Quality Programs

WHY SOLIDROAD?

Consistent measurement across every team

ActiveCampaign needed quality visibility that worked the same way everywhere - not regional variations or sample-based guesswork. Solidroad offered automated scoring against consistent criteria, applied uniformly across all teams and regions. When quality gaps are identified, validation simulations verify that agents meet ActiveCampaign's standards before they continue handling customers. This creates a closed loop: measure, identify gaps, validate the fix.

SOLUTION

Automated scoring with validation when gaps appear

ActiveCampaign now has consistent quality measurement across their global operation. Scorecards define what good looks like, and every interaction is evaluated against the same criteria regardless of region or team. When gaps are identified - whether through automated scoring or manager review - validation simulations confirm that agents can meet standards before they're cleared to continue. Role-specific validation scenarios ensure agents are tested against situations they'll actually encounter, not generic assessments.

"We validate that reps meet our quality standards before they're certified to handle customers - not just that they completed a course."

Destiny Young

Sr. Manager, Experience Quality Programs

RESULT

Consistent visibility, verified improvements

ActiveCampaign now has quality data they can trust across every region. Over 2,000 hours of manual QA effort has been replaced by automated scoring, freeing quality leaders to focus on analysis and improvement rather than repetitive review. When issues are identified, validation confirms they're resolved - leadership no longer has to guess whether fixes actually worked.

CONCLUSION

Quality measurement that works globally

Solidroad has given ActiveCampaign consistent quality visibility across their entire operation. Every team is measured against the same standards, gaps are identified automatically, and improvements are validated before agents continue. As the organization grows, quality measurement scales with it.