customer satisfactions scores

Mobile Mini Boosts Customer Satisfaction Scores with NICE CXone Agent for Salesforce

Mobile Mini is the largest portable storage solutions company in America. With a fleet of over 200,000 portable storage and portable office units, Mobile Mini markets, services, and distributes its products through a network of company-owned branch locations in the U.S., Canada, and the UK, with more than 1,500 dedicated employees. Mobile Mini’s wants to redefine the portable storage and office industry, and it’s well on its way to doing just that.

To exceed customer expectations, Mobile Mini chose the NICE CXone Agent for Salesforce®. The platform provides data continuity options so the team can quickly identify customers and provide a seamless omnichannel experience. In just one year with NICE Cxone’s cloud customer support, Mobile Mini has improved its customer service levels, broken sales records, and increased agent engagement.

A Seamless Solution for Improved Customer Service

Mobile Mini was struggling with its customer satisfaction scores, getting negative feedback about how difficult it was to speak with a staff representative. That’s wasn’t a reputation Mobile Mini wanted to develop, so it began researching new customer service platforms for a change in direction. What Mobile Mini was looking for was an omnichannel solution that would deliver greater communication capabilities beyond just a telephone option, and allow it to speak with customers through whatever method they preferred most.

With NICE CXone Agent for Salesforce®, Mobile Mini received telephone customer service and expanded into other areas like chat and email. The platform also gave the company a continuing data flow from the ACD platform into Salesforce so their agents knew exactly who's calling and when. That allows agents to provide a more personalized experience for customers, which in turn gets results.

“We've taken our sales and service level from a 38% average just 12 months ago to somewhere around 95% now,” says Jose Aguilera, Senior Operations Manager at Mobile Mini. “Our customers really, really have a lot to say about that through our NPS scores going through the roof this year.”

Metrics That Matter

Before moving to NICE CXone’s cloud customer support, Mobile Mini didn’t have a solid analytics solution to open up new opportunities for the business. That all changed with NICE CXone, as Mobile Mini began using the cloud for reporting metrics, which in turn allowed them to really get a handle on points of success and struggles. Since these numbers are reported in real-time, Mobile Mini can optimize quickly for bigger gains. In fact, after switching to NICE CXone, Mobile Mini’s sales have exploded, breaking 33-year-old sales records twice within the last year.

“NICE CXone reporting and analytics has improved everything that we do at Mobile Mini from the customer experience to making our center a little more efficient,” Aguilera says. “Every piece of data that we pull from NICE CXone has a huge, huge value to it, from the customer level all the way down to our agent level with our reps in the office.”

A World-Class Business with Cutting Edge Customer Service

It’s not only Mobile Mini’s customers who are benefiting from NICE CXone. A dedication to making sure Mobile Mini is also getting the client support it needs has proven extremely valuable.

“Our partnership with NICE CXone is tremendous,” Aguilera says “From implementation to where we are now, we've grown leaps and bounds. I can't say enough about our technical account manager and our support team. They're there for you whenever you need them. I've got countless phones numbers that I can call if I don't understand something and everybody is always willing to help.”

Positive Business Outcomes for Mobile Mini

  • 61% increase in service level agreement scores
  • Shattered decades-old sales records twice in the past year
  • Agent engagement has skyrocketed
  • Real-time metrics allow for nimble optimizations and sharper forecasting
  • Higher customer satisfaction scores thanks to ACD integration

Check out the full customer story video to get an in-depth look at how Mobile Mini transformed its approach to customer service with NICE CXone.