How Fever Scaled Quality and Training in a Fast-Growth Environment

Industry

Events & Experiences

Customer

Natalia García Jané

Senior Operations Manager (Customer Care)

User since

Aug 2025

Fever is a global marketplace for live events, linking millions to concerts, exhibitions, and cultural experiences in 100-plus cities.

To sustain rapid growth without compromising service quality, Fever adopted Solidroad’s unified QA-and-training platform. Custom simulations now anchor onboarding, letting new agents practise emails, calls, and chats against real case scenarios, while automated scorecards deliver objective, multilingual quality metrics. The result is a shorter ramp-up period, higher agent confidence, and QA teams freed to focus on strategic improvements rather than repetitive checks.

The challenge

Manual QA and training couldn’t keep pace with rapid company growth

Fever’s customer care team was growing quickly, but the manual nature of their QA and training processes couldn’t scale with the company’s expansion.

Their small QA and training team was overwhelmed by repetitive manual work
Onboarding was theory-heavy, with limited opportunities for practical learning
There was a need to connect quality and training workflows, but no system to do so

“In such a fast-paced environment, staying aligned and agile as a team is tough—especially with a small QA and training team like ours.”

Natalia García Jané

Senior Operations Manager (Customer Care)

WHY SOLIDROAD?

A unified platform for quality and training with customization at its core

Fever chose Solidroad because it offered exactly what their team needed to scale with quality intact:

Fully customizable scorecards and simulations, designed around their real-world needs
A system that bridged QA and training, ensuring consistent standards
A platform that felt “designed for real teams”—easy to use, but powerful in functionality

SOLUTION

From theoretical onboarding to hands-on simulations and scalable QA

Fever integrated Solidroad into both their onboarding and quality programs, transforming how agents learn and how performance is measured.

New joiners now practice emails, calls, and chat simulations based on real cases
Reps can train as much as needed to build confidence—without the pressure of live users
Solidroad's data and feedback tools help QA leads pinpoint gaps and track improvements
The QA team is now spending more time on strategy, and less time on repetitive tasks

“Before Solidroad, onboarding was mostly theory. Now new agents simulate real conversations and learn by doing.”

Natalia García Jané

Senior Operations Manager (Customer Care)

RESULT

Faster ramp, happier agents, and better QA visibility

Fever has already seen strong early results and internal adoption:

New agents feel more confident, earlier
Training is more engaging and less stressful
QA is being redefined, with a more strategic, scalable approach
The team is better aligned, with connected systems for feedback and coaching

CONCLUSION

A smart, scalable solution that brings QA and training together

Solidroad has helped Fever rethink and redesign how they deliver quality customer care at scale. With simulations replacing static theory, and customizable scorecards driving QA improvements, Fever is set up for continued growth—without compromising quality.