Case Study: Simply Self Storage improves customer experience and operations with OpenTech Alliance’s INSOMNIAC suite

Simply Self Storage answers 256,919 sales calls with 89.5% service level using OpenTech Alliance

Simply Self Storage, a Florida-based self storage operator with over 120 facilities, was committed to providing a superior and simple customer experience. To compete in saturated markets, they needed to ensure critical services like their call center were performing at the highest level, especially as their offices were not open 24/7. They partnered with vendor OpenTech Alliance to implement the INSOMNIAC Live! call center service.

OpenTech Alliance provided a comprehensive solution with their INSOMNIAC suite, including the Live! call center, CIA access control, and SmartEye security monitoring. The results were significant; the call center answered over 256,000 sales calls with a 96.4% handle rate and an average answer speed of 9 seconds. The new technologies also enhanced security and provided a competitive advantage, with the partnership proving especially valuable during the COVID-19 pandemic as operations had to pivot quickly without any service interruption.

Simply Self Storage