Call center ai · Production

Vivint increases closed won rate 7% and saves $150 per truck roll with Cresta AI coaching

The problem

Vivint's inbound sales team faced high post-sale cancellation rates and costly unnecessary truck rolls, while their previous tool provided visibility into fewer than 1% of calls and created a four-day lag before coaching corrections could reach agents.

First attempt

Vivint's previous tool limited visibility to fewer than 1% of calls per day and introduced a four-day lag before coaching corrections could be made; building new rules in that tool took a month and a half.

Workflow diagram · grounded in source
1
Inbound sales call received
trigger
“Vivint's national inbound sales team handles roughly 60,000 calls every week”
2
Agent Assist real-time guidance
ai_action
“In an Agent Assist pilot program, Vivint agents increased their closed won rate by nearly 7%. Guided workflows ensure agents adhere to critical best practices, such as Vivint's post-sale survey.”
3
Automated QA scoring and tracking
ai_action
“Cresta enabled Vivint to automate many elements of their QA process, including call scoring, behavior tracking, and redaction of PII”
4
Opera behavior flag and rule tracking
ai_action
“A custom configuration in Opera allows Vivint to track conversations where credit is mentioned before the 3- minute mark; this surfaces coaching opportunities for managers and ultimately drives down cost per lead. With Opera, Vivint can …”
5
Post-sale survey automated
output
“Vivint optimized their sales process by setting correct expectations for the installation appointment with a post-sale survey, which they automated with Cresta”
6
Manager coaching with AI-driven plans
human_review
“With AI-driven coaching plans and scorecards, managers save at least 5 hours per week on automatable parts of the QA process, allowing them to spend more time coaching key behaviors”
7
Insights drive cancellation reduction
feedback_loop
“Armed with the knowledge about which behaviors have the biggest impact on cancellation rates, Vivint has decreased the number of truck rolls that do not result in an install, saving them $150 per roll.”
Reported outcome

Cresta gave Vivint 100% conversation visibility, lifted the closed won rate by nearly 7%, raised install rates by 3% adding 5,400 new subscribers, saved $150 per truck roll, and freed managers at least 5 hours per week from manual QA tasks.

Reported metrics
Closed won ratenearly 7%
Savings per truck roll$150
Install rate3%
New subscribers added5,400
Show all 9 reported metrics
closed won ratenearly 7%
savings per truck roll$150
install rate3%
new subscribers added5,400
manager time saved per weekat least 5 hours per week
conversation visibility achieved100%
previous call visibility ratefewer than 1% of calls
post-call correction lag timefour-day lag time
new rule build timeunder an hour compared to a month and a half
Reported stack
CrestaCresta Agent AssistCresta OperaCresta CoachCresta Insights
Source
https://cresta.ai/customers/vivint
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Cresta gave Vivint 100% conversation visibility, lifted the closed won rate by nearly 7%, raised install rates by 3% adding 5,400 new subscribers, saved $150 per truck roll, and freed managers at least 5 hours per wee…

What tools did this team use?

Cresta, Cresta Agent Assist, Cresta Opera, Cresta Coach, Cresta Insights.

What results were reported?

Closed won rate: nearly 7%; Savings per truck roll: $150; Install rate: 3%; New subscribers added: 5,400 (source-reported, not independently verified).

What failed first in this deployment?

Vivint's previous tool limited visibility to fewer than 1% of calls per day and introduced a four-day lag before coaching corrections could be made; building new rules in that tool took a month and a half.

How is this call center ai AI workflow structured?

Inbound sales call received → Agent Assist real-time guidance → Automated QA scoring and tracking → Opera behavior flag and rule tracking → Post-sale survey automated → Manager coaching with AI-driven plans → Insights drive cancellation reduction.

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