With the vast majority of calls being resolved on the first attempt by Cresta, there is a substantial enhancement in Brink Home’s customer service efficiency.
Brinks Home, one of North America’s home security and alarm monitoring companies, announced early success in its partnership with Cresta, the end-to-end genAI platform for contact centres.
Through integrating Cresta tools across its various contact centre solutions, Brinks Home is seeing reduced calls driven by reductions in transfers, 92% first-call resolution (FCR), improved Net Promoter Score (NPS), and early improvements in lead-to-sale conversions.
Cresta is arming Brinks Home with proactive knowledge about why customers are calling, and which behaviours have the biggest impact. As a result, Brinks Home has increased its NPS by 30 points and radically improved FCR, having gone from transferring 30% of its calls to a best-in-class 8%.
With the vast majority of calls being resolved on the first attempt, this score showcases a substantial enhancement in customer service efficiency.
“Embracing Cresta was a strategic decision to revolutionise 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 serve our digital transformation, paving the way for enhanced experiences and unparalleled growth. In addition to gaining transformative insights into customer behaviour, we are also able to ensure consistency across our organisation and with our agents through real-time coaching, reinforcement of processes, metrics, and more.”
Leveraging AI-driven Cresta coaching plans and auto-generated Q&A responses, Brinks Home has achieved a 50% reduction in costs, saving weekly managerial hours and replenishing critical time for them to focus on strategic initiatives.
Additionally, after-call tasks have drastically decreased, saving more than 600 hours of typing time due to auto notetaking powered by Cresta. This technology quickly identifies trends within those transcripts to more easily identify what might drive abnormal activity and how to approach unique customer behaviours.
“Companies adopting cloud technologies have reaped the benefits of recent advancements in genAI and large language models (LLMs), but we recognise that fully transitioning to the cloud can be intricate and time-consuming, particularly for larger, more established organisations,” said Tim Shi, CTO and Cofounder of Cresta. “We are thrilled to be a part of the digital transformation at Brinks Home.”
Through further workflow integration on Brinks Home platforms, additional improvements across customer support and care, as well as agent tools, will continue to develop.
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