Answering the call for new opportunities
Our call center is a vital touch point for our customers. In a major milestone for our company, we brought our new internal call center online in Salt Lake City during the fourth quarter of 2008. By combining call center experts with operational and training personnel, we created an outstanding team to enhance our capabilities. As of early 2009, all of our operating properties have been integrated into the call center.
Equipped with the best people and best-in-class technology, our new call center enhances the customer experience while giving us real-time, centralized data and greater operational control. Our CRM system tracks our customers and prospects every step of the way – from first contact through lease signing, move-in, and move-out to return customer. History shows us that many past customers return to rent self-storage again.
Through our CRM system we can identify the location of each call and populate all the pertinent customer information on the call agent’s screen before the call starts. We also give the agent immediate access to information for all Extra Space facilities within a 25-mile radius of the called facility to help find the best fit for the customer. Our CRM system gives us a key advantage over the majority of our competitors. We expect it to help us close even more sales opportunities in 2009 and beyond.
