Fever achieves 100% quality visibility across global support operations

Industry

Events & Experiences

Customer

Natalia García Jané

Senior Operations Manager (Customer Care)

User since

Aug 2025

Fever is a global marketplace for live events, connecting millions of people to concerts, exhibitions, and cultural experiences in over 100 cities.

As the company scaled, maintaining consistent support quality became harder. Manual QA processes could only review a small fraction of conversations, leaving leadership without a clear picture of what was actually happening across markets and languages. Fever turned to Solidroad to get complete visibility into quality across every customer interaction. Today, automated scorecards evaluate 100% of conversations in every language, and quality validation simulations ensure agents meet Fever's standards before issues reach customers.

The challenge

Manual QA couldn't keep pace with growth

Fever's customer care team was expanding fast, but their QA processes couldn't keep up. A small quality team was spending most of its time on manual reviews, covering only a fraction of interactions. This left significant blind spots - quality issues could go undetected for weeks, and there was no consistent way to verify that agents met company standards. The gap between what leadership could see and what was actually happening on the front lines was growing.

"We now have visibility into quality across 100% of interactions, not just a sample. And when we find gaps, we can verify they're fixed before they affect more customers."

Natalia García Jané

Senior Operations Manager (Customer Care)

WHY SOLIDROAD?

Complete quality visibility, not just sampling

Fever chose Solidroad because it offered full coverage, not just a larger sample. With automated scorecards evaluating every conversation against Fever's own quality criteria, the team finally had an accurate view of performance across all markets and languages. When quality gaps are identified, validation simulations verify that agents meet standards before they continue handling customers - closing the loop between identifying issues and confirming they're resolved.

SOLUTION

100% of conversations scored, with validation when gaps appear

Solidroad now evaluates every customer interaction automatically, giving Fever consistent quality measurement across their entire operation. Scorecards are customized to Fever's standards and applied uniformly regardless of language or channel. When the system identifies quality gaps - whether for new hires or experienced agents - validation simulations confirm that agents can meet Fever's bar before they return to live interactions. This turns quality insights into verified outcomes.

“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)

RESULT

Full visibility and verified quality improvements

Since adopting Solidroad, Fever has complete visibility into support quality across all markets and languages. Quality gaps are identified automatically and validated as resolved through simulations. The QA team has shifted from manual sampling to strategic quality improvement, spending time on analysis and action rather than repetitive reviews.

CONCLUSION

Quality visibility that scales with the business

Solidroad has given Fever what manual QA never could: a complete picture of quality across their global operation. Every conversation is scored, gaps are surfaced automatically, and improvements are validated before they reach customers. As Fever continues to grow, quality visibility scales with them.