Case Study: Leading Flooring Company achieves a 26.1% increase in saves rate and $3.2M saved with Balto

Leading Flooring Company - Customer Case Study

Leading Flooring Company, one of the largest flooring firms in the U.S., faced inconsistent agent performance across thousands of daily calls, limited call monitoring (~1%), and missed opportunities to "save" orders—making consistent onboarding and customer experience a critical challenge. To address this, they turned to Balto and its AI-powered real-time speech analytics and live coaching platform.

Balto’s real-time transcription, in-call coaching, and automated QA were piloted with sales reps and then expanded to customer service and QA; after one month saves rate climbed 26.1% and Balto helped recover $3.2M in the first three months. Within six months QA was fully automated, agents asking for customers’ email addresses rose 144%, NPS improved by 600 bps, escalations dropped, and individual conversion rates doubled—demonstrating Balto’s measurable impact.