How PartnerHero reduced ramp time by 20% with Solidroad
PartnerHero provide outsourced customer support and back-office operations for startups and tech companies
Reduction in Average Handling Time
Increase in CSAT scores
Industry
Outsourcing & Operations Support
Customer
Christina Sadler, Director of Training
User since
July 2024
PartnerHero provide outsourced customer support and back-office operations for startups and tech companies
As PartnerHero’s Global Onboarding and Training Program (PartnerHero Academy) expanded, it became clear that their hiring and training processes needed a serious upgrade. The existing system was slow, manual, and difficult to scale, making it tough to maintain consistency and fairness across assessments.
The challenge
Scaling Challenges in Hiring and Training
Without automation or data-driven insights, the team struggled to fine-tune training strategies and optimize hiring decisions. The main roadblocks were:
Inconsistent skill assessments across candidates, leading to subjectivity in hiring
Limited data insights to track performance and identify improvement areas
Lack of efficiency and scalability in training and onboarding programs
Time constraints preventing innovation in training and enablement
"We were stuck using traditional methods that just weren’t keeping up with our growth. On top of that, we lacked real data to measure success, which made it hard to refine our approach and improve training outcomes."
Christina Sadler
Head of Training
WHY SOLIDROAD?
Finding the Right Solution for Growth
Before Solidroad, PartnerHero tried a few different approaches:
Traditional Learning Management Systems (LMS) – Structured but not flexible enough.
In-house training modules – Required a lot of manual effort and didn’t scale well.
Manual tracking – Made it difficult to spot trends and measure effectiveness.
None of these solutions provided the agility or insights needed. Solidroad, on the other hand, offered:
Automation & scalability – AI-driven simulations replaced manual skill assessments.
Real-time data insights – Allowed tracking of agent performance at a granular level.
Flexible training tools – Customizable, scenario-based simulations tailored to PartnerHero’s needs.
Fair & objective assessments – Standardized evaluations led to better hiring decisions.
SOLUTION
Finding the Right Solution for Growth
PartnerHero integrated Solidroad across multiple areas of hiring, onboarding, and training:
Scalable Training Programs
Solidroad eliminated redundant training materials, allowing PartnerHero to accelerate skill development using adult learning principles for a more effective experience.
Hiring & Skill Assessments
The team transitioned to AI-driven skill assessments, creating a fair and data-backed hiring process. This improved consistency and reduced subjectivity in hiring decisions.
Global Onboarding & Language Assessments
Solidroad’s simulations became a core part of onboarding for new hires in Honduras and the Philippines. Role-specific training was introduced for teams in sales, healthcare, tech support, content moderation, and quality assurance.
Additionally, PartnerHero began using Solidroad for language proficiency assessments (CEFR/EF SET) to further refine hiring and onboarding processes.
Real-time Performance Insights
Solidroad provided actionable performance data, helping PartnerHero:
Identify skill gaps and refine coaching strategies.
Track individual agent progress over time.
Customize training programs based on role-specific needs.
"Solidroad helped us streamline our processes, gave us real insights into performance, and freed us up to focus on what really matters—helping our team build the skills they need to succeed."
Christina Sadler
Head of Training
RESULT
Finding the Right Solution for Growth
50% reduction in time spent on manual skill assessments – allowing for faster, more scalable hiring.
30% improvement in agent proficiency scores – thanks to more targeted, personalized training.
25% increase in applicant pass-through rates – due to standardized and fairer assessments.
15% boost in new hire retention – as structured onboarding improved engagement.
20% decrease in onboarding ramp time – getting new hires up to speed more quickly.
CONCLUSION
Looking Ahead: Sustainable Training and Hiring
By leveraging Solidroad’s AI-driven training and assessment tools, PartnerHero has built a scalable, data-backed approach to hiring, onboarding, and training. Standardized evaluations, improved efficiency, and real-time insights have helped the company future-proof its enablement strategy while delivering measurable business impact.
"This platform has completely changed the way we hire and train our teams. We’re now able to scale without sacrificing quality, and our employees are better prepared than ever to succeed."
Christina Sadler
Head of Training
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