Until November 2008, self-storage operator Extra Space Storage Inc. was handling overflow phone calls for its hundreds of storage facilities the same way that its customers handle their overflow storage needs: outsourcing. Then the firm switched to an in-house call center running on inContact’s on-demand platform and integrated with customer relationship management software from salesforce.com.
This paper describes the benefits Extra Space Storage experienced by combining the two cloud-based solutions, such as:
Reservation rates from phone calls doubled
One call center for 740 sites
Caller ID, CRM & inventory data on one screen
Phone, web and on-site queries in one database
More personal customer interactions
Continue reading to learn more about how Extra Space Storage benefited by switching to inContact’s on-demand platform and integrated with customer CRM software from salesforce.com.
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