Amenitiz Automates Quality Assurance with Solidroad

100%

Customer interactions scored

Industry

Hospitality tech

Customer

Basile Jodeau

Knowledge Manager

User since

Aug 2025

Amenitiz is an all-in-one hospitality management platform used by boutique hotels around the world.

As the company grew, their customer care teams needed a smarter way to onboard new reps and maintain high-quality interactions without risking real prospects or overwhelming senior staff. Traditional shadowing ate up valuable bandwidth, rookie mistakes on live calls were costly, and QA processes were too manual to keep pace. By introducing structured, AI-driven simulations and automated quality reviews, Amenitiz reduced ramp time, protected every real lead, and gave their team a scalable way to learn and improve without sacrificing revenue or customer experience.

The challenge

A major QA bottleneck

Amenitiz’s Care team was spending the majority of their time manually conducting Internal Quality Scores (IQS), reviewing only a tiny fraction of the thousands of conversations happening each week. Team leads were overloaded with repetitive QA tasks, leaving little time for coaching or strategic work. The limited sample size led to inconsistent, biased results, and because insights were so narrow, coaching lacked the depth needed to meaningfully move performance.

“Team members are happy that quality is now representative of 100% of their work, and not just a lucky or unlucky sample.”

Basile Jodeau

Knowledge Manager

WHY SOLIDROAD?

Fast, scalable and well supported

Amenitiz needed a solution that would give them both scale and structure. They sought a platform that could assess quality across every conversation, reduce bias, and free up leaders’ time, while also providing a safe, repeatable way for new reps to practice. Solidroad offered fast integration with their existing systems, strong support during onboarding, and AI-powered scalability that allowed thousands of interactions to be assessed automatically. The simulation module added a structured layer of roleplay, reinforcing ongoing coaching and helping agents sharpen their communication and decision-making skills.

SOLUTION

Every customer conversation, scored

With Solidroad, Amenitiz now automatically evaluates 100% of agent interactions, eliminating the randomness and subjectivity of sample-based reviews. AI insights provide precise, actionable feedback that helps both agents and managers understand where performance is strong and where improvement is needed. Team leads have regained significant time, allowing them to focus on higher-impact coaching and development. Simulation-based training gives agents a safe space to practice complex scenarios, improving readiness before they speak with real customers.

“We chose Solidroad for the quick integration with our tools and the support from the team during the trial.”

Basile Jodeau

Knowledge Manager

RESULT

A cultural shift toward data-driven CX

Although early in their adoption, Amenitiz is already seeing clear cultural and operational improvements. Bias has been eliminated from quality reviews, thousands of conversations are now assessed instantly, and team leads have reclaimed hours previously lost to manual scoring. Coaching is becoming more data-driven and precise, guided by a complete view of each agent’s performance rather than a small, random sample. Agents themselves have welcomed the shift, knowing they’re now evaluated on the full breadth of their work, not a slice of it.

CONCLUSION

Transforming CX across the business

Solidroad has fundamentally changed how Amenitiz manages quality, coaching, and training. QA is now automated, objective, and scalable. Teams spend more time developing performance and less time on administrative tasks. Coaching is rooted in real, comprehensive data, creating a more fair, transparent, and effective environment for everyone. For Amenitiz, this marks a meaningful step toward a more mature, data-rich CX operation that can continue scaling without compromising quality.

“Too much time was spent by team leads on QA tasks, and bias impacted results. We weren’t focusing enough on coaching or team performance.”

Basile Jodeau

Knowledge Manager

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