How Finom Raised the Quality Bar With Solidroad

Finom is a fast-growing fintech company helping businesses manage their finances with speed, clarity, and confidence.

As the company scaled, maintaining a consistently high bar for customer support quality became more complex. Manual QA workflows limited visibility into real customer experiences and made it difficult to uphold standards without adding headcount. Finom turned to Solidroad to bring structure, consistency, and insight to quality evaluation—without compromising rigor. Today, Solidroad helps the team better understand performance trends, review more conversations, and build a stronger foundation for quality and training as the organization grows.

The challenge

Manual QA limited visibility into customer experience and team performance

The Training & Quality (T&Q) team at Finom was under pressure. Their manual evaluation process was:

• Time-consuming and resource-heavy, limiting how many conversations could be reviewed

• Providing incomplete visibility into agent performance and the overall customer experience

• Creating a bottleneck as the company scaled, with no clear path to increasing QA coverage without hiring

"The workload of our T&Q team was too high. We were spending too much time on manual quality evaluations and couldn’t get a full picture of performance.”

Maria Samsonova
Training & Quality Lead

WHY SOLIDROAD?

Flexible, AI-driven QA and training built for scale

Finom had previously used Klaus (via Zendesk) for manual reviews and explored their AI capabilities, but found the solution not advanced or flexible enough for their needs.

Solidroad stood out because of:

• A customizable and trainable scorecard system, allowing Finom to define quality in their own terms

• Advanced AI feedback and insights, supporting deeper analysis and scalable reviews

• A shared platform for both quality evaluation and training, built to connect the two functions seamlessly

SOLUTION

A single platform for quality evaluation, AI insights, and training at scale

Finom implemented Solidroad to help redefine and scale their quality function.

• The team is currently focused on fine-tuning the scorecard to reflect internal standards

• They plan to expand usage into training and AI-driven reporting for performance management

• Even in the early stages, Solidroad has enabled them to increase review volume and avoid new hires

"Solidroad offers a customizable, trainable scorecard and more advanced AI-driven feedback features than what we’d seen elsewhere.”

Maria Samsonova
Training & Quality Lead

RESULT

12% increase in QA coverage and avoided headcount expansion

Even before reaching full adoption, Finom has seen clear early impact:

• 12% more conversations reviewed

• Did not need to hire an additional T&Q specialist, despite team growth

• Improved visibility into trends and gaps in team performance

• Early steps toward reducing manual workload and increasing training impact

CONCLUSION

A scalable foundation for quality and training in fast-growing teams

While still fine-tuning their implementation, Finom sees Solidroad as a long-term enabler of QA and training efficiency.

• Supports a scalable QA workflow with AI-backed evaluations

• Lays the groundwork for training automation and performance coaching

• Provides richer insight into customer experience, helping agents improve continuously

"We’re now focusing on bringing the scorecard up to our standards. Solidroad helps us spot broader trends in quality across the team.”

Maria Samsonova
Training & Quality Lead