Looking for a successfully strategic way to produce happy customers and happy management while lowering costs? If so, you may want to follow Extra Space Storage's lead -- they integrated Salesforce.com with NICE CXone, their call handling platform, and achieved the following results:
- nearly doubled storage unit reservation rates from phone calls
- helped personalize the customer calling experience
- enabled data on phone, web and walk-in inquiries to be merged in a single database
- lowered costs by eliminating both premise-based call center equipment and installed CRM software
When asked why Extra Space Storage chose to take their operations in-house and invest in a CRM, Extra Space Storage Director of Program Management Chris Spear had this to say:
"We were using an outsourcer because, in our industry, it's imperative that customer calls be answered by a live person. But our service had no way of knowing whether the caller had phoned before or was already a customer, outsourcer appointments sent by email sometimes didn't get retrieved before the customer showed up to see a unit, and so on. We really wanted to improve the customer experience as well as our ability to track all customer contacts."
Want to know more about how Extra Space Storage improved overall business operations by streamlining processes into a single center handling calls for more than 750 storage facilities? Attend a FREE WEBINAR on Wednesday, February 9, 2011 at 12:00 PM EDT to learn more about their experience and how to possibly emulate it. You and your customers will be glad you did! Register today by clicking here!
