Case Study: Brinks Home boosts NPS and cuts QM costs with Cresta

How Brinks Home saves time, cuts costs, and drives results with Cresta

Brinks Home, a major home security company, faced challenges with inconsistent customer service and a lack of visibility across its sprawling, multi-platform contact center operations. This complexity hindered their digital transformation and made quality management (QM) and agent coaching extremely difficult. To address this, they partnered with Cresta to implement its AI Agent and Agent Assist products.

By using Cresta's AI-powered intelligence layer, Brinks Home seamlessly integrated a solution that provided real-time agent coaching and automated QM processes. This implementation delivered substantial results, including a 30-point increase in NPS, a 50% reduction in QM costs, and a 73% improvement in call transfer rates. Cresta enabled Brinks Home to achieve greater consistency, visibility, and significant cost savings without a complete overhaul of their existing technology.

Brinks Home

Veronica Moturi

Senior Vice President of Customer Experience