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inContact Adds Two New Self-Storage Customers

By Anuradha Shukla, TMCnet Contributor

On-demand call center software and call center agent optimization tools provider inContact has expanded its footprint in the self-storage market segment with the addition of two new self-storage customers.

inContact notes the process for choosing a self-storage provider for most consumers, which typically begins by calling the provider closest to their home.

If consumers do not receive any answer at the first self-storage company, they move on to call the next name in the phone book. Self-storage companies have to ensure that no call is ever missed or routed to voice mail and thus need a call routing platform and strategy for the purpose.

The first new inContact customer selected the provider because of its powerful integration with salesforce.com CRM. This integration provides a dynamic customer information feed to agents about callers in queue, which in turn enables agents to more quickly address customer needs.

For this project, inContact will also address the storage provider’s requirements for business intelligence and system flexibility.

“We are seeing growing interest for our cloud-based call center solutions among companies in the self-storage sector as they compete to win more sales, provide a high level of customer service and differentiate their companies in the market,” said Paul Jarman, inContact CEO. “When faced with a myriad of options when choosing a storage provider, it’s key to enable storage operators to seamlessly combine retail locations together into a virtual call center, flowing sales calls across these locations so a prospect always reaches a live person. In addition, our deep integrations with the leading CRM systems, like salesforce.com, provide powerful tools to enhance their cross-sell and up-sell to existing customers.”

The second new inContact customer wanted to build a centralized call center to maximize sales opportunities and chose the company based on its experience and reputation in the self-storage sector. inContact was also chosen for its premier cloud-based call routing platform.

“We are excited to be the provider of choice for six self-storage companies, including NYSE-traded Extra Space Storage, the second largest operator in the United States,” added Jarman. “inContact is uniquely positioned to deliver both the industry-leading service and business value to meet the demanding needs of the very competitive and growing self-storage market.”

Read a related article at TMCnet “Virtual Call Center Provider InContact Launches New Corporate Website.”