Case Study: Mobile Mini achieves 46% more orders and faster lead response with NICE Systems' CXone

Mobile Mini relies on CXone for outstanding customer service and improved operational efficiency

Mobile Mini Inc., the world’s leading provider of portable storage and specialty containment solutions, experienced a surge in demand during the COVID‑19 pandemic and supports customers across the US, UK and Canada via phone, email, chat and SMS. Its on‑premises Mitel contact center created high overhead, limited real‑time KPI visibility and overly complex call routing, which slowed response times and constrained sales and service efficiency.

By implementing NICE CXone’s cloud contact‑center suite — including omnichannel routing, CXone Personal Connection, Performance Management and Salesforce integration — Mobile Mini simplified routing, moved hundreds of agents to remote work quickly, and automated lead handling. Results included a drop in response time for hot leads from about an hour to nine minutes, a 46% increase in orders, 35% more calls routed to sales, service levels of 91–93%, a 15‑second reduction in ASA, a best‑in‑class NPS (9/10), and the ability to handle the same volume with 50% fewer resources.

Mobile Mini

Jeff Emerling

Director of Sales