Headquartered in the US, this Fortune 500 insurance and financial services company has been supporting individuals, businesses, and groups with financial and insurance services for nearly 120 years. The company provides a variety of financial services, including Medicare Supplement, life insurance, long-term care coverage and annuities, as well as group coverage including life, disability, and 401(k).
With open enrollment – and peak volume for customer service calls – approaching, the company was seeking a solution to streamline their operations. They needed a solution that would not only help to onboard an influx of seasonal reps quickly and efficiently, but that would also enable more effective and scalable coaching.
After careful consideration, the insurer elected to move forward with a pilot of Cresta, and instantly found value in its rich insights and capabilities for real-time coaching. Supported throughout the process by Cresta’s Customer Success team, the company deployed Agent Assist, Director, and Cresta Insights.
We recently had the opportunity to talk with a lead supervisor and the head of sales, to better understand how their team is using Cresta to ramp up new team members, improve their sales, and put data to work. In our latest customer story, they both describe how leveraging the full power of Cresta’s platform helps their team increase revenue, improve the customer experience, and work more cohesively as a team.
With Cresta’s robust capabilities in place, the team immediately started seeing results. Team members – both new and veteran – are coached with in-the-moment alerts about areas of opportunity on calls, delivering a more personalized and accurate customer experience on every single call.
“One of my agents has dramatically increased their revenue results from Q3 to Q4. Cresta has really helped me with identifying value statements at the start of the conversation – helping to show agents how consistent they are.” – Lead Supervisor
Meanwhile, supervisors have unprecedented visibility into the performance and growth of their agents, powered by Cresta’s real-time data.
“Cresta is really giving us a window into how we can improve as a sales organization, and is significantly driving our time to sales” – Head of Sales
To learn more about how this Fortune 500 insurer saw the results they did in just the first nine months, check out our latest case study here.
