Case Study: Vivint boosts sales conversion and install rates with Cresta

How Vivint and Cresta optimize the sales process and drive cost savings

Vivint, a provider of smart home security systems, faced significant challenges with high post-sale cancellation rates and a lack of visibility into agent performance. Their previous tool allowed them to review less than 1% of calls, creating a multi-day lag in coaching and making it difficult to identify winning sales behaviors. They turned to the vendor Cresta and its products, including Cresta Insights and Cresta Coach, for a more holistic solution to enhance quality assurance and agent coaching at scale.

Through Cresta, Vivint automated its QA process and built custom rules to track key sales behaviors, which provided insights into 100% of customer calls. This enabled managers to quickly identify and coach on the behaviors that most impacted cancellations. The results were substantial: a 7% higher win rate for agents using Agent Assist, a 3% increase in install rates leading to 5,400 new subscribers, and savings of $150 per unnecessary truck roll. Cresta also saved managers over five hours per week on administrative tasks.

Vivint

David Sauer

Manager of Insides Sales