How DriveSavers Uses Balto as End-to-End Data Experts

The Challenge

Complex questions need better guidance on the call

Data recovery is a complex process, but DriveSavers has built a legacy of being the best in the business. Customers aren’t just calling for repair services — they need advice and reassurance delivered with clear, accurate information.

That kind of customer service demands a lot from DriveSavers’ agents, and not everyone has the technical chops to help customers without some kind of guidance. Drivesavers provides premium services and agents must remember a lot of information to differentiate themselves from the competition. They tried workflow sheets, wiki pages, printed docs, and more to ensure agents were asking the right questions, but it wasn’t sticking.

“We had a 5-point rule. Agents could always remember 5 things. If we introduced a new topic to them, one of those 5 things dropped off. So we can never get all of the things we wanted them to say in one call.”

– Operations Manager, DriveSavers

The Solution

Partnering with RingCentral for best-in-class real-time guidance

Thanks to a partnership between RingCentral and Balto, DriveSavers was soon introduced to Balto’s Real-Time Guidance. The platform made perfect sense: in one space, managers can give agents a guiding checklist in calls, pull reports instantly, and access live transcripts from every call. 

“It just made sense to have a checklist sitting on the screen and marking it off as agents completed them. It fell into place with our goal of helping them say everything they needed to say on calls.”

– Operations Manager, DriveSavers

Instead of listening to one call at a time — at about 15-20 minutes each — just to review agent performance, DriveSavers could jump to specific moments to hear how agents presented key questions. 

After Balto was implemented, DriveSavers dove even deeper and revised how they coach agents:

“Agents and managers will sit one-on-one in a room together and ask BaltoGPT questions about the calls. After reviewing the responses, they’ll talk about why calls came out one way or another. We’ve been able to increase the consistency and quality of calls.”

– Operations Manager, DriveSavers

Now, all of DriveSavers’ playbooks — from discovery calls to payment collection — are implemented through Balto’s Dynamic Prompts. Agents have guidance through every step of the process so customers always know what to expect. 

The Results

Faster onboarding and better coaching

In the past, DriveSavers’ onboarding process could take a month before new agents were ready to take calls. Introducing Balto allowed DriveSavers to restructure the process: instead of learning everything at once, new agents train on one type of call before expanding to others.

• Onboarding time has dropped from about a month to a week or less.
• Agents master each playbook before adding another, ensuring the best possible customer experience.
• Call quality is better than ever.

“As soon as an agent is comfortable speaking with someone, they have a roadmap right next to them. New agents think it’s insane how easy it is to get set up. Just read it and do what you need, while still sounding like a human.”

– Operations Manager, DriveSavers