# How Propel Holdings uses Cresta

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

As published on [cresta.com](https://cresta.com/customers/propel-holdings). Captured by usedby on 2026-10-07.

- Company: [Propel Holdings](https://www.usedby.ai/companies/propel-holdings.md)
- Tool: [Cresta](https://www.usedby.ai/tools/cresta.md)
- Teams: Customer Service, Loan Origination, Collections

## What the story says

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.

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

- **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”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 50% is printed word for word on the page, near the name of Propel Holdings.
- Checked: the passage quoted above is copied word for word from the page, near the name of Propel Holdings.
- Checked: Propel Holdings uses Cresta. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/propel-holdings-cresta · How we check: https://www.usedby.ai/methodology