How Ollie Improved Remote Training & Increased CSAT Scores with Solidroad
Overview
Ollie provides premium pet health and nutrition products, offering personalized meal plans and high-quality ingredients for pet owners.
As a fully remote company, Ollie struggled with training consistency and agent confidence. Without structured practice, agents had difficulty handling tough customer conversations, which impacted resolution times and CSAT scores. By implementing real-world training simulations, Ollie improved training efficiency, increased agent confidence, and saw measurable improvements in customer satisfaction.
Industry
Pet Health & Nutrition
user since
Sept 2024
Website
The Challenge: Remote Training Gaps Slowed Down Customer Support
Ollie’s customer support team faced several hurdles in their training process:
Longer resolution times – Agents often needed to ask for guidance mid-call.
Lower confidence in handling tough conversations – Leading to inefficiencies and performance gaps.
Limited practice opportunities – Training was mostly limited to Google Meet role-plays.
Without enough structured practice, agents lacked the confidence to handle tough conversations efficiently, leading to slower resolutions.
Alex Reymann, Senior Training Manager
Finding a Scalable Remote Training Solution
Before making changes, Ollie’s training relied on:
Google Meet role-plays – Limited and time-consuming.
One-on-one coaching moments – Hard to scale for a growing remote team.
They needed a more effective approach:
Scalable practice sessions – Allowing agents to train independently.
Structured learning modules – Reinforcing key skills with consistency.
Real-time feedback – Helping managers track progress and provide targeted coaching.
How Ollie Enhanced Training & Performance
Ollie implemented structured training across new hire and ongoing development programs:
1. New Hire Training: Early Confidence Building
Assignments grouped by conversation type to build key skills.
Independent practice sessions reinforcing what was learned in training.
2. Ongoing Training: Continuous Skill Development
Monthly training modules focusing on key support initiatives.
Post-module simulations reinforcing concepts in real-world scenarios.
Managers reviewing performance and providing targeted feedback.
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
The Results: Faster Training, More Confident Agents, and Higher CSAT
Since rolling out structured practice simulations, Ollie has seen:
Higher CSAT scores – New hires showed improved customer satisfaction within their first 30 days.
Increased agent confidence – Agents felt more prepared and capable.
More efficient training delivery – Trainers no longer relied solely on Google Meet role-plays.
The Future of Training at Ollie
By structuring training with real-world simulations, Ollie has:
Made remote training scalable – Agents can train effectively without live coaching constraints.
Built a confident, high-performing support team – Faster resolution times and improved customer interactions.
Created a repeatable training framework – Ensuring consistent learning and performance tracking.
With stronger training programs, more confident agents, and improved customer satisfaction, Ollie’s remote training strategy is now a major driver of their support team’s success.
This has transformed the way we train our team—structured, scalable, and results-driven.
Alex Reymann, Senior Training Manager
