Sales ops · Production

Cresta helps leading SaaS provider move offshore while boosting Revenue Per Chat by 35%

The problem

Rising onshore costs forced the company to consider moving its sales team offshore, but they feared diminished revenue and poor customer experience. Their existing QA program lacked visibility into conversations and could not ensure agents followed proven sales processes.

Workflow diagram · grounded in source
1
Customer chat about subscription
trigger
“customers with questions about new and existing subscriptions, helping them select the storage package and complimentary products that best meet their needs”
2
Agent Assist hints and suggested responses
ai_action
“Agent Assist provided tools that guided new agents through call flows with Hints and Suggested Responses modeled off the best onshore agents”
3
Smart Compose reduces typing
ai_action
“Cresta's highly intelligent Suggested Responses and Smart Compose is used so much by agents that it saves them each 14.07 Hours of typing time per month”
4
QM grades all conversations
validation
“Cresta QM gave managers the ability to grade 100% of conversations in hours instead of days”
5
Manager coaching identification
feedback_loop
“instantly identify which agents needed coaching on what topics. This allowed a small team of managers to get an entire team of new agents up to speed faster than would be possible with traditional manual QA”
Reported outcome

Within 3 months, the offshore team exceeded onshore records: Revenue Per Chat increased by 35%, CST improved by 6.5%, agents saved 14.07 hours of typing per month, and sales process adherence rose 5x.

Reported metrics
Revenue Per Chat (RPC) increase35%
CST boost6.5%
Agent typing time saved per month14.07 Hours
Sales process adherence increase5x
Show all 7 reported metrics
Revenue Per Chat (RPC) increase35%
CST boost6.5%
Agent typing time saved per month14.07 Hours
Sales process adherence increase5x
CSAT goal rate85%
Time to grade conversationsin hours instead of days
Time to offshore performance parity3 months
Reported stack
Cresta Agent AssistCresta QMSmart Compose
Source
https://cresta.ai/customers/saas-provider
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Within 3 months, the offshore team exceeded onshore records: Revenue Per Chat increased by 35%, CST improved by 6.5%, agents saved 14.07 hours of typing per month, and sales process adherence rose 5x.

What tools did this team use?

Cresta Agent Assist, Cresta QM, Smart Compose.

What results were reported?

Revenue Per Chat (RPC) increase: 35%; CST boost: 6.5%; Agent typing time saved per month: 14.07 Hours; Sales process adherence increase: 5x (source-reported, not independently verified).

How is this sales ops AI workflow structured?

Customer chat about subscription → Agent Assist hints and suggested responses → Smart Compose reduces typing → QM grades all conversations → Manager coaching identification.

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