Case Study: Aptive drives over $2 million in customer retention with Cresta
Key results
The challenge
Aptive Environmental's retention team handled cancellation calls inconsistently, with agents giving widely varying answers to the same questions and supervisors lacking visibility into what happened on calls. That inconsistency limited the company's ability to standardize its save process and reduce churn.
The solution
Aptive deployed Cresta's Agent Assist and Conversation Intelligence to give agents real-time guidance and behavioral hints on retention calls, standardize its playbook, and let supervisors review calls in under a minute.
“Even just asking a simple question like, 'How do we schedule an appointment for a customer?' would get 43 different answers.”
EUEvan UnickVice President of Customer Solutions, Aptive
The results, in context
In the two years since deploying Cresta, Aptive generated $2.37 million in additional annual revenue and a 9% increase in its save rate on cancellation calls, reaching a 3x return on investment. Its inbound-call save rate improved from a 42.2% goal to an actual 46%, and empathy-playbook adherence rose from 33% to 79% over four months.