Case Study: Brex turns QA into conversation insights with MaestroQA

Brex boosts CSAT 30% with MaestroQA

Brex, a financial platform company, faced a challenge as it scaled rapidly; its manual quality assurance (QA) process had become a distraction. The program was focused on compliance scoring rather than generating insights, leaving leadership without a clear view of the themes and risks driving customer satisfaction or churn. To address this, Brex turned to the vendor MaestroQA and its QA software to rebuild its program.

Using MaestroQA's AI-driven platform, Brex transformed QA into a strategic conversation insights engine. The solution provided predictive Voice of Customer intelligence, analyzed 100% of conversations, and integrated insights into coaching and executive decisions. The results for Brex were significant, including a 30% increase in CSAT, a 120% decrease in agent ramp time, and a 300% increase in monthly coaching sessions.

Brex