Case Study: Extra Space Storage achieves doubled reservation rates with NICE Systems' CXone cloud contact center

Extra Space Storage Dials Up Sales with NICE CXone & Salesforce CRM

Extra Space Storage, a national self-storage operator, faced lost sales and poor customer visibility from a fragmented, outsourced phone system as it expanded from 670 locations. Upgrading an on‑premises call center was cost‑prohibitive, and the company needed a fast, integrated solution to track callers, improve service and meet a tight deployment deadline.

The company launched a 50‑seat in‑house contact center using NICE CXone and Salesforce CRM, delivering one‑screen access to customer and facility data via the cloud. The SaaS approach eliminated heavy capital equipment, met an eight‑week rollout, and drove measurable gains—reservation rates doubled, there were zero upfront equipment costs, managers were freed to serve on‑site customers, and the platform supported rapid growth (740 sites) and future work‑at‑home expansion.

Extra Space Storage

Chris Spear

Director of Program Management