A growing self-storage business, with more than 100 locations across multiple states and adding more, came to us with a marketing need. They were running hyper-local advertising in more than 50 markets in the form of social media, broadcast, print, and Google Local search ads. They needed a reliable way to track the performance of each ad in each market so they can make informed decisions about current and future campaigns.
We integrated our call tracking solution with their SiteLink point of sale system, which helped track not only the volume of calls generated by an ad, but also the customers produced, and the value of those customers. We also introduce DNI (dynamic number insertion) to track calls by keyword search generated by online advertising.
The call tracking was so successful; they looked to us for additional ways to improve the efficiency of their business.
Ramping Up CX Through Automation
First, we integrated our Managed CPaaS, the Compass Payments Suite, with the SiteLink POS for secure phone payments by tenants. This was deployed across all locations so that customers could pay by IVR even when calling their local self-storage facility.
Calls to their corporate offices were becoming a problem as they had no real contact center software for more than 20 agents, and call volume was rapidly increasing as they grew. We worked with a trusted provided of could-based contact center software and layered in our Compass Automation Platform IVR with integration into their customer database.
We took over control of all their local and corporate phone numbers, to provide a new layer of efficiency and carrier redundancy.
Next, we introduced a cloud-based PBX phone system to deploy across all their locations. The PBX deployment included an SDWAN (software-defined wide area network) for better communications efficiencies between stores, and with corporate offices.
And finally, we developed a dashboard that integrated analytics from all sources into a single user interface for easy monitoring of all telephony applications.
The results include better return on their advertising investments, improved customer experience with 24x7x365 self serve automation, and improved employee morale with more opportunities for their contact center to focus on building new customer relationships. These results allow them to scale their business and brand with a culture of people who enjoy what they do.
Diligent work to improve and advance the experience for their customers greatly expanded “same-store sales” with this customer, in addition to the creation of a true Champion of our company.