Case Study: Ollie improves remote training and boosts CSAT with Solidroad

How Ollie Improved Remote Training & Increased CSAT Scores with Solidroad

The pet health and nutrition company Ollie faced a challenge with its remote customer support team. Without structured practice, agents lacked confidence in handling difficult conversations, leading to longer resolution times and lower CSAT scores. They turned to the vendor Solidroad to implement a more effective and scalable training solution.

By using Solidroad’s real-world training simulations, Ollie enhanced both its new hire and ongoing training programs. The solution provided agents with independent practice and managers with performance tracking, which resulted in more efficient training delivery, a significant increase in agent confidence, and measurable improvements in customer satisfaction scores.

Ollie

Alex Reymann

Head of Training