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Extra Space Storage Dials Up Sales with inContact & Salesforce CRM


Presented By: NICE CXone


  • The Problem:

    Poor customer communications.  Calls being answered by on site employees in individual facilities, or, if no one is available, calls were outsourced to a call center service.   No customer history on caller so there was no way of knowing whether the caller was an existing customer. had phoned before, or had previously visited a site.   This situation led to a poor customer experiences and an inability to track customer contacts.

  • Solution:

    The Solution:  inContact’s on demand platform and integrated with customer relationship software from salesforce.com    Eliminated outsourcer.

  • Result:

    -          Reservation rates from phone calls doubled

    -          Consolidated to one call center for740 sites

    -          Caller ID, customer information, and inventory data on one screen

    -          Complete customer history and performance metrics

    -          Phone, web, and on-site inquiries in one database

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