Brinks Home is pleased to announce early successes from its partnership with Cresta, an end-to-end generative AI platform for call centers. By integrating Cresta tools into its various contact center solutions, Brinks Home is seeing fewer calls due to fewer transfers, a 92% first call resolution rate (FCR), improved Net Promoter Score (NPS), and early improvements in lead-to-sale conversion.
Cresta gives Brinks Home proactive knowledge of why customers call and what behaviors have the greatest impact. As a result, Brinks Home increased its NPS by 30 points and dramatically improved its FCR. The transfer rate increased from 30% to 8%. Since the vast majority of calls are resolved on the first attempt, this metric shows a significant improvement in customer service efficiency.
“Launching Cresta was a strategic decision to revolutionize both customer engagement and agent efficiency,” said Philip Kolterman, senior VP of digital transformation and IT at Brinks Home. “We’ve seen firsthand how Cresta can support our digital transformation and pave the way for improved experiences and unprecedented growth. In addition to transformative insights into customer behavior, we can also ensure consistency across our organization and with our agents through real-time coaching, reinforcement of processes, metrics, and more.”
By leveraging AI-driven Cresta coaching plans and auto-generated Q&A responses, Brinks Home was able to reduce costs by 50%, saving the company weekly management hours and freeing up critical time to focus on strategic initiatives.
Additionally, post-call tasks were dramatically reduced, saving over 600 hours of typing time thanks to Cresta’s automated note-taking feature. This technology quickly identifies trends in these transcripts to more easily identify what might be causing abnormal activity and how to respond to unique customer behavior.
“Companies adopting cloud technologies are benefiting from recent advances in generative AI and large language models (LLMs). However, we recognize that moving fully to the cloud can be complicated and time-consuming, especially for larger, more established companies,” said Tim Shi, CTO and co-founder of Cresta. “We are excited to be part of the digital transformation at Brinks Home.”
Further workflow integration on Brinks Home platforms will develop further improvements in customer support and agent tools.
