Case Study: Snap Finance achieves higher containment and lower AHT with Cresta

How Snap Finance Reduced AHT by 40% and Increased QM Automation to 100% with Cresta

Snap Finance, a financial services company, faced significant challenges in scaling its customer care operations amidst rapid growth. They struggled with high operational expenses, outdated technology, and a lack of visibility into agent performance. Their quality assurance process was inefficient, relying on random call sampling, and they needed to ensure strict compliance. To address this, they partnered with Cresta and implemented its Conversation Intelligence and AI Agent Assist products.

By implementing Cresta's end-to-end generative AI platform, Snap Finance gained real-time insights and 100% automated quality assurance. Cresta's solutions, including a Virtual Agent chatbot, helped deflect customer inquiries from voice to digital channels and provided real-time guidance to agents. The results were substantial: average handle time was reduced by 40%, the containment rate skyrocketed from 6% to 33%, and both customer satisfaction and agent engagement scores significantly increased.

Snap Finance

Adam Christensen

Senior Director of Resource Management