Fever scales global support quality with AutoQA and Coaching
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.
As the company scaled, maintaining a consistently high-quality customer experience became harder, and manual QA and training processes simply couldn’t keep up. Fever turned to Solidroad to bring clarity, consistency, and speed to their operations. Today, automated scorecards give the team an objective view of quality across 100% of customer interactions, in every language, while custom simulations help agents improve on skill gaps surfaced via AutoQA.
The challenge
Manual QA broke under the pace of growth
Fever’s customer care team was expanding fast, but their manual QA and training workflows couldn’t keep up. A small quality team was spending most of its time on repetitive checks, reviewing only a raction of interactions and leaving little room for deeper improvement work. New agents were ramping on theory rather than hands-on practice, making it hard to build confidence quickly. And because QA and training operated in silos, there was no system to connect what was happening in real conversations to how agents were being coached, slowing both quality insights and skill development.
“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 built around Fever’s real needs
Fever chose Solidroad because it offered a true end-to-end solution for scaling support quality. With fully customizable scorecards and simulations modeled on real interactions, the team could finally measure quality the way they wanted while training agents with scenarios that actually mirrored their day-to-day work. Solidroad also bridged the gap between QA and training, creating a single, consistent workflow instead of two disconnected processes. And because the platform felt, in the Fever team's words, “built for real CX teams", it fit seamlessly into their fast-moving global operation.
SOLUTION
From theoretical onboarding to hands-on simulations and scalable QA
By integrating Solidroad into both onboarding and quality programs, Fever completely reworked how agents learn and how performance is measured. New joiners now practice emails, calls, and chats using simulations built from real cases, getting meaningful reps without the pressure of live customers.
Agents can train as much as they need to build confidence, and Solidroad’s data and feedback tools help QA leads spot gaps and track progress with far more clarity. With automated coverage handling the repetitive work, Fever’s QA team can finally focus on strategic improvements instead of manual reviews.
“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, more confident agents, and clearer QA visibility
Since adopting Solidroad, Fever has seen strong early outcomes and high internal buy-in. New agents build confidence sooner, with training that feels more engaging and far less stressful. QA is shifting from manual, reactive work to a more strategic, scalable model with better visibility across interactions. And because quality and training now live in a connected system, the entire team is more aligned, making feedback, coaching, and improvement faster and more consistent.
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.
“Solidroad is simple but powerful. It’s already changing how we score and support our team.”
Natalia García Jané
Senior Operations Manager (Customer Care)
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