Case Study: Mt. Pleasant Storage boosts rentals and after-hours service with OpenTech Alliance’s call center and kiosk solutions

Mt. Pleasant Storage handles 1,300+ calls and $82,000+ in payments with OpenTech Alliance

Mt. Pleasant Storage, a Michigan-based operator of seven self-storage facilities near a university, faced operational challenges in managing high call volumes and walk-up tenant needs with a lean team. Their facilities manager was often overwhelmed with calls, making it difficult to complete other tasks and focus on sales. They turned to OpenTech Alliance for its INSOMNIAC Live! call center and INSOMNIAC Kiosk solutions to create a more efficient hybrid operating model.

OpenTech Alliance implemented a flexible call routing strategy where sales calls went to onsite staff first, while payment and service calls rolled to the outsourced call center. They also installed self-service kiosks at the facilities. This solution allowed the manager to focus on critical tasks while ensuring constant availability. The results included over 1,300 calls handled and 105+ hours of talk time by the call center in a year, $82,000+ collected via XPressPay, and the kiosks generating $7,800+ in transactions and 47 new rentals, enabling 24/7 service especially for student tenants.

Mt. Pleasant Storage