Case Study: Access Self Storage achieves 50% reduction in contact centre costs with Infinity Tracking

How did Infinity help a leading UK storage company cut their contact centre costs by 50% during a pandemic, despite a significant boost in phone traffic

Access Self Storage, one of the UK’s largest self-storage and office-space providers with 50+ locations, faced a sudden 35% surge in call volume during the Covid-19 pandemic. Their existing sales and service processes risked long wait times and rising external contact-centre costs, so they needed faster, more efficient call handling and better insight into changing customer needs.

Infinity implemented a Custom Dial Plan, smart call routing, call recording/analysis and local segmentation to streamline the caller journey and optimise resourcing. The changes cut external contact-centre costs by 50%, improved PPC conversion by 53%, boosted offline-driven calls by 23% YoY and increased converting calls by 35% YoY; Access Self Storage is now expanding Infinity data into its CRM and marketing stack.

Access Self Storage

Gareth Morris

Operations Manager