Ollie Increases CSAT and Improves Training with Solidroad

Industry

Pet Health & Nutrition

Customer

Alex Reymann

Senior Training Manager

User since

Feb 2025

Ollie provides premium pet health and nutrition products, offering personalized meal plans and high-quality ingredients for pet owners.

As a fully remote company, they struggled with training consistency, agent confidence, and the downstream impact on quality. Without structured practice, agents often entered real conversations underprepared, which led to longer resolution times, performance gaps, and lower CSAT. Ollie's QA team spent their time catching issues after the fact rather than helping prevent them, creating a cycle of reactive coaching that wasn’t sustainable. By introducing Solidroad’s real-world simulations and unified training-and-QA workflow, Ollie strengthened agent readiness, built a more consistent support experience, and saw measurable improvements in customer satisfaction.

The challenge

Remote Training Impacted Support Quality

Ollie’s training process relied heavily on virtual role-plays and ad-hoc coaching, which were inefficient and time-consuming. Agents lacked the structured, repeatable practice needed to feel confident handling tough conversations, which meant they frequently paused mid-call to ask for help. Confidence varied widely across the team, and QA leaders often surfaced issues only after they had already shaped customer outcomes.

"Without enough structured practice, agents lacked the confidence to handle tough conversations efficiently, leading to slower resolutions."

Alex Reymann

Senior Training Manager

WHY SOLIDROAD?

Finding a Scalable Remote Training Solution

Before Solidroad, Ollie had no way to provide consistent training at scale or to connect quality expectations with how agents were actually learning. They needed a solution that allowed agents to practice independently, reinforced key skills through structured modules, and gave managers real-time, QA-aligned insight into how each agent was progressing. Solidroad delivered all of this, making it possible for a fully remote team to practice more often, learn more effectively, and receive clearer coaching rooted in real performance data.

SOLUTION

How Ollie Enhanced Training & Performance

Ollie implemented Solidroad across both new-hire onboarding and ongoing development. New agents now build confidence early by working through simulations grouped by conversation type, practicing independently without the pressure of a live customer, and getting exposure from day one to the same criteria used in QA reviews. For experienced agents, monthly training modules and follow-up simulations reinforce new initiatives and create a continuous loop between learning and performance. Managers can review results directly in Solidroad, giving them clearer insight into where skills are improving and where targeted coaching is needed.

"Covering concepts in training and then letting the entire team practice simultaneously not only saved time but also improved the quality of their conversations."

Alex Reymann

Senior Training Manager

RESULT

The Results: Faster Training, More Confident Agents, and Higher CSAT

Since rolling out Solidroad’s structured practice and QA alignment, Ollie has seen new hires increase their CSAT scores within the first 30 days, as well as a noticeable rise in overall agent confidence. Training delivery has become significantly more efficient, with far less dependence on manual Google Meet role-plays, and QA teams now have clearer visibility into skill gaps and performance trends, allowing them to coach proactively rather than reactively.

CONCLUSION

The Future of Quality-Centered Training at Ollie

By anchoring training in real-world simulations and aligning it closely with QA expectations, Ollie has made remote training truly scalable. Agents can now practice whenever they need, build confidence more quickly, and hold a clearer understanding of what quality looks like. The result is a high-performing support team with faster resolution times, more consistent customer experiences, and a repeatable training framework that drives continuous improvement.