Madpaws

How Mad Paws uses Score AI to audit 100% of tickets while saving 40+ hours weekly

What we did

100%

QA Coverage

100%

QA Coverage

40+ hours

Time Saved

40+ hours

Time Saved

2x

Feedback Volume

2x

Feedback Volume

20,000+

Interactions Audited

20,000+

Interactions Audited

Client Spotlight

Mad Paws is Australia’s largest online pet care marketplace, connecting pet owners with a nationwide community of over 50,000 verified and trusted pet sitters. Founded in 2014 and headquartered in Sydney, the platform offers a personalized, kennel-free alternative to traditional boarding through services such as pet sitting, dog walking, grooming, and daycare.

Industry

Online Pet Marketplace

Location

Sydney, Australia

Size

201-500

Hear it from them

Loidy Ordonez

CX Operations Manager

Score AI isn't just improving QA. It's changing how we think about quality. We've shifted from reactive reviews to proactive insights, and going back to manual QA now feels very outdated.

MadPaws, being Australia's largest pet care marketplace, has been scaling rapidly. And as the company scaled, QA became a bottleneck. QA reviewers could only audit 3% of tickets manually, inconsistent scoring made coaching difficult, and the ops team lacked data to drive improvements. MadPaws needed a way to evaluate every interaction consistently and shift from reactive auditing to proactive coaching.

The Challenge

Reliance on manual reviews slowed down improvement and expansion

MadPaws' support operations team needed a way to effectively manage quality at scale, but with only manual review capabilities, they faced significant limitations. QA was time-consuming, reactive, and couldn't keep pace with ticket volume. The team was stuck focusing on productivity metrics while quality suffered in the background.

Only 3% of ticket volume was being reviewed, leaving critical patterns undetected across operations.

QAs could only audit 2-4 tickets per hour, consuming significant time without meaningful quality impact.

Inconsistent scoring between QAs led to conflicting feedback, making it hard to justify recommendations to the ops team.

Quality was suffering in customer interactions while the team remained stuck focusing on productivity metrics.

The Solution

Score's impact on Mad Paws' QA Workflow

Score AI helped MadPaws transform their QA from reactive auditing to proactive insights. The team has been able to standardize evaluations, identify trends at scale, and provide focused coaching to agents with data-backed evidence.

Score AI is very consistent with how it rates conversations. It's not subjective like having two different QAs with different opinions.

Loidy Ordonez

Quality Assurance Manager

Score AI is very consistent in how it rates conversations. It's not subjective like having two different QAs with different opinions.

Smarter QA

Score AI evaluates every conversation using consistent parameters, eliminating the disconnect between different QA reviewers and providing reliable, objective assessments across all tickets.

Score AI is very consistent in how it rates conversations. It's not subjective like having two different QAs with different opinions.

Smarter QA

Score AI evaluates every conversation using consistent parameters, eliminating the disconnect between different QA reviewers and providing reliable, objective assessments across all tickets.

We're able to get focused information on what specific agents need to work on. Because it's focused, there is better progression. We're seeing better improvement from agents.

Focused, Data-Backed Coaching

Instead of scattered, inconsistent feedback, agents now receive focused coaching on exactly what they need to improve. The result is faster progression and real performance gains.

We're able to get focused information on what specific agents need to work on. Because it's focused, there is better progression. We're seeing better improvement from agents.

Focused, Data-Backed Coaching

Instead of scattered, inconsistent feedback, agents now receive focused coaching on exactly what they need to improve. The result is faster progression and real performance gains.

For me, it's the visibility at scale. We can see trends across tickets that were impossible to spot manually, especially with the low volume we were auditing in the past.

100% visibility at scale

With 100% of tickets now evaluated, the team can finally see patterns and trends that were invisible when manually sampling just 3% of conversations.

For me, it's the visibility at scale. We can see trends across tickets that were impossible to spot manually, especially with the low volume we were auditing in the past.

100% visibility at scale

With 100% of tickets now evaluated, the team can finally see patterns and trends that were invisible when manually sampling just 3% of conversations.

With Score AI, because you have a good amount of data to back that up, it's easier to present to the ops team- hey, this is the trend and we have all the numbers to show it's actually happening.

Data-Backed Evidence

No more guesswork or opinions. When the QA team identifies a trend or issue, they now have concrete data to back it up—making it easy to get buy-in from ops and drive real change.

With Score AI, because you have a good amount of data to back that up, it's easier to present to the ops team- hey, this is the trend and we have all the numbers to show it's actually happening.

Data-Backed Evidence

No more guesswork or opinions. When the QA team identifies a trend or issue, they now have concrete data to back it up—making it easy to get buy-in from ops and drive real change.

Implementation

A Phased Approach to Success

Discovery & Planning

2 days

Mapped existing QA workflows and identified key pain points in the manual review process. Defined success metrics and evaluation criteria.

Platform Configuration

2 days

Set up custom scorecard based on Mad Paws process, configured automated workflows, and established data integrations with Freshdesk

AI Calibration

5 days

QA team calibrated with the AI QA results to make sure everyone is aligned on the audit results

Rollout

5 days

Rolled out across the entire customer base, monitored system performance, and established success metrics

The Results

Score's impact on Mad Paws' QA workflows

Within 4 weeks of implementation Mad Paws were able to justify the ROI with Score AI

QA Coverage

100%

Every customer conversations is audited for quality

QA Coverage

100%

Every customer conversations is audited for quality

Time Saved

40+ hours

QA time have reduced from hours to minutes

Time Saved

40+ hours

QA time have reduced from hours to minutes

Feedback Volume

Data-backed feedback provided to ops team for better coaching and improvement

Feedback Volume

Data-backed feedback provided to ops team for better coaching and improvement

Interactions Audited

20,000+

Consistently audited every customer interaction to measure and improve quality

Interactions Audited

20,000+

Consistently audited every customer interaction to measure and improve quality

We can see trends across tickets that were impossible to spot manually. When we say there's a trend, we have all the numbers to back it up.

Loidy Ordonez

Quality Assurance Manager

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