Skip to main content
usedby
Search tools, companies

How Propel Holdings uses Cresta

50%

“50% reduction in ACW, from 3 minutes to 90 seconds”

As published on cresta.com. Captured by usedby on Oct 7, 2026.

What happened

Propel uses Cresta's AI Agent to handle routine chat inquiries such as account management, payments and applications, with handoff to live agents. It also uses Agent Assist for real-time guidance and automated call summaries, and Conversation Intelligence to monitor and analyze customer interactions across Customer Service, Loan Origination, and Collections.

Summary written by usedby from the source page, in English. The figures are those of Cresta and Propel Holdings, not ours.

  • 58%“58% chat containment rate, allowing teams to focus on higher-value interactions”
  • 100%“Call monitoring increased to 100%, improving visibility into compliance, customer interactions, and risk factors”
  • 30–40%“Supports 30–40% forecasted growth in contact volume with minimal headcount increases”

50% reduction in ACW, from 3 minutes to 90 seconds

From the page. cresta.com, captured Oct 7, 2026

Cresta brought a level of partnership and responsiveness we hadn’t seen elsewhere. It wasn’t just a software contract. It felt like a shared mission. They, like us, want to empower our customer service agents and put humans at the centre of AI power.

Brad Sherk, Vice President, Operations & Shared Services, Propel Holdings. Source, captured Oct 7, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 7, 2026.

  • The figure: 50%CheckedPrinted word for word on the page, near the name of Propel Holdings.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Propel Holdings.
  • Propel Holdings uses CrestaCheckedConfirmed line. Latest check across sources: Oct 7, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

75%“We were able to reduce our after-call work by 75%”Achieve uses Cresta. Another customer of Cresta$2.37 million“$2.37 million in additional annual revenue in the 2 years since deploying Cresta”Aptive uses Cresta. Another customer of Cresta50%“The team has also been able to cut QM costs by 50%.”Brinks Home uses Cresta. Another customer of Cresta