Case Study: Holiday Inn boosts bookings conversion and agent satisfaction with Cresta

How Holiday Inn and Cresta partnered to boost revenue and improve agent experience

Holiday Inn Club Vacations, a resort and travel company, faced challenges in coaching its growing and remote sales teams effectively. Their legacy systems made it difficult for managers to get timely access to call recordings, resulting in delayed support for agents and an inability to target key performance indicators. To address this, they partnered with vendor Cresta to implement its real-time intelligence solutions.

Cresta implemented its Agent Assist and Coach products to provide managers with live call transcripts and a comprehensive view of team performance, enabling immediate coaching. The solution also gave agents real-time hints and suggested responses during customer interactions. This partnership delivered significant results for Holiday Inn, including a 30% increase in bookings conversion and a 50% reduction in agent attrition. Cresta's tools also dramatically improved agent satisfaction (ESAT).

Holiday Inn

Jason Love

Director of Contact Center Training