Case Study: RemoteLock achieves faster, more efficient support for 40 million users with Stonly

RemoteLock Boosts Service Efficiency for 40 Million Users with Stonly

RemoteLock, a universal access control platform serving multifamily, vacation rental, and commercial properties, needed a better way to support users and its 100+ agents across highly technical hardware and software issues. Its long, static self-service articles were hard to navigate, while agents lacked centralized, up-to-date knowledge and often had to rely on peers or outdated information. RemoteLock used Stonly to address these support and knowledge management challenges.

With Stonly’s interactive guides, no-code triggers, Salesforce integration, and custom contact forms, RemoteLock delivered contextual help to users in-app and gave agents real-time guidance directly inside Salesforce. The result was a 30% reduction in case volume, 75% fewer customer touchpoints, 58% faster agent ramp-up time, and a 30% reduction in repetitive cases. Guide views also jumped from 451 in two weeks to more than 1,500, helping RemoteLock improve self-service, consistency, and overall support efficiency with Stonly.

RemoteLock

Andrea Eskanos

Customer Success Enablement