Case Study: a leading cloud SaaS provider boosts offshore sales performance with Cresta

How Cresta and a leading cloud SaaS provider showed you can move offshore while boosting revenue

A leading cloud SaaS provider was concerned that moving its sales chat operations offshore to reduce costs would negatively impact revenue and customer experience. Their existing quality assurance program lacked the visibility to ensure new agents would adhere to proven sales processes. To address this challenge, they partnered with Cresta and implemented Cresta Agent Assist and Cresta Quality Management.

Cresta provided real-time agent assistance, using hints and suggested responses modeled from top-performing agents to quickly train the new offshore team. This solution enabled the offshore team to exceed the former onshore team's performance within just three months, increasing revenue per chat by 35% and boosting customer satisfaction scores by 6.5%. Cresta also saved agents over 14 hours per month in typing time and drove a 5x increase in adherence to the sales process.