2 May 2023

SAM’s New Customer Care Center Increases Close Rates

Storage Asset Management (SAM) is excited to announce the opening of their new call center. They completed the transfer of their over 500 managed self storage locations in April. The SAM call center has been in development since the start of 2022 when Darren Laratonda, Senior Vice President Corporate Operations, was onboarded to oversee the project.  

The entire SAM team has shown support for this initiative, even participating in a company-wide vote to determine the name of the call center, the Customer Care Center (CCC). It offers a new pathway of advancement for SAM-employed store managers. A remarkable 90% of the CCC agents have been promoted into their current positions from former roles as store managers or assistant store managers. 

“Our goal is to provide customers with live and self-service sales and support options to meet their new and existing storage needs,” said Laratonda. 

The new CCC aims to elevate the total customer experience with enhanced and expanded Artificial Intelligence capabilities and more self-support offerings for customers. In addition to creating customary leads and reservations, the CCC agents can move a customer in directly over the phone during staffed hours of 7 a.m. to 10 p.m. ET. These staffed hours will expand to 6 a.m. to 1 a.m. ET later in May. The goal of these developments is to improve customer satisfaction and increase close rates.  

Close rates have been increasing month-to-month since the opening of the CCC, with an improvement of 8% so far this year.  SAM’s abandon call rate is at an all-time low, as well.  “Our new Customer Care Center allows us to show our customers how much we care by actively assisting them quickly and providing the best storage experience possible,” said Alyssa Quill, SAM CEO. “We are grateful for the many years of support and great services Open Tech provided for us in the past and we are excited for the future of our CCC.” 

SAM continues to find ways to enhance their customer service experience with the upcoming addition of a new AI chat bot powered by the CCC. The chat bot will be featured on the websites of all SAM’s managed facilities in the coming months. 

Storage Asset Management is a York, PA based self storage property management company. SAM is the third largest management company in the United States and the largest privately owned management company. For more information, please visit www.storageassetmanagement.com