How Vivint and Cresta optimize the sales process and drive cost savings
Save money, increase revenue, and improve the customer experience with the only unified platform for human and AI agents built for enterprise-scale.
7%
Higher win rate
$150
Saved per truck roll
About
Vivint provides smart home security systems and services to 2 million customers across the US. Vivint’s national inbound sales team handles roughly 60,000 calls every week; their two-step sales process begins with a sale over the phone and culminates in an installation appointment with a technician.
They needed a way to enhance coaching at scale in order to cut down on pre-install cancellations, increase lead-to-install conversion rates, and drive bottom-line revenue, which required greater visibility and more robust QA, including actionable insights.
Challenges
A high rate of post-sale cancellations was driving unnecessary costs for Vivint, but their previous tool only enabled visibility into a small percentage of conversations. This created a four-day lag time in post-call corrections, making it difficult to uncover winning behaviors at all, let alone coach every agent to effectively implement them.
Frustrated with the labor-intensive nature and intuitive interface of their previous tool, Vivint was looking for a holistic platform capable of supporting QA analytics data tracking, manager coaching, and call listening from a single solution. That’s where Cresta came in.
Solution
Cresta and Vivint worked together to build custom rubrics that ensured they not only gained visibility into 100% of conversations, but also gained the ability to hold agents accountable to the behaviors that matter most.
Cresta enabled Vivint to automate many elements of their QA process, including call scoring, behavior tracking, and redaction of PII. As a result, managers had more time to focus on the elements of QA that required human attention, and agents gained the ability to self-coach with full access to their own calls and performance data. And Cresta’s user- friendly interface made it easy to uncover quick-win coaching opportunities.
With this enhanced visibility, Vivint mapped out common behaviors of top performers and automated the tracking of their sales process using Cresta. Through Opera, they built rules and flags for every part of the sales process—from validation to installation appointment.
Because Vivint wanted to cut down on pre-install cancellations, Cresta helped identify behaviors that had the biggest impact on cancellation rate, such as when agents performed a credit check, asked for the address, or gave pricing. With their newfound insights, Vivint optimized their sales process by setting correct expectations for the installation appointment with a post-sale survey, which they automated with Cresta.
Resultados
Asistente de agente de Cresta
En un programa piloto de Agent Assist, los agentes de Vivint aumentaron su tasa de «cerrado ganado» en casi un 7%. Los flujos de trabajo guiados garantizan que los agentes cumplan con mejores prácticas críticas, como la encuesta postventa de Vivint. Agent Assist también respalda la rendición de cuentas de los gerentes, permitiendo a Vivint establecer objetivos de sesiones de coaching y calificaciones por mes.
Ópera de Cresta
Una configuración personalizada en Opera permite a Vivint rastrear conversaciones en las que se menciona crédito antes del minuto 3; esto pone en evidencia oportunidades de entrenamiento para los gerentes y, en última instancia, reduce el costo por cliente potencial. Con Opera, Vivint puede convertir rápidamente insights en acción, creando nuevas reglas en menos de una hora, en comparación con un mes y medio con su solución anterior.
Cresta Coach
With the ability to spot and coach conversations where key behaviors were not performed, Vivint raised install rates by 3%, translating to an additional 5,400 new subscribers for Vivint. With AI-driven coaching plans and scorecards, managers save at least 5 hours per week on automatable parts of the QA process, allowing them to spend more time coaching key behaviors.
“We were able to quickly identify behaviors not being performed… and it helped our conversions shoot up.”
Perspectivas de Cresta
Con el conocimiento de qué comportamientos tienen el mayor impacto en las tasas de cancelación, Vivint ha disminuido el número de «camiones enrollados» que no resultan en una instalación, ahorrando 150 dólares por rollo. Las configuraciones personalizadas de Insights reducen el volumen de infracciones erróneas, disminuyendo la carga de trabajo de los supervisores.
«Antes, podíamos escuchar 30 de 5,000 llamadas/día, menos del 1% de las llamadas. Ahora, con Cresta, obtenemos rápidamente información sobre un enorme conjunto de datos para tener una imagen realmente clara y hacer ajustes rápidamente».