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18 November 2024

Celebrating Two Years of Excellence at SAM’s Customer Care Center: Nearly 500,000 Customers Assisted!

Celebrating 2 Years of Excellence at SAM's Customer Care Center

Storage Asset Management (SAM), the third largest third-party self storage management company in the U.S., is thrilled to celebrate the second anniversary of our Customer Care Center (CCC)! Since its inception in November 2022, the CCC has been a cornerstone of SAM’s third-party management services in providing unparalleled customer service.

Darren Laratonda, COO, stated, “Our Customer Care Center marks a significant advancement in our commitment to exceptional customer service. By providing a clear career progression for our frontline store managers to become call center agents, we ensure our customers receive assistance from seasoned SAM self storage professionals. Furthermore, integrating AI to handle routine requests, such as gate codes and access questions, is an example of innovation. SAM’s dedication to intelligent innovation and excellence shines through in every interaction at our call center.”

Agents have access to several tools to deliver an “in-store” experience, including the proprietary SAM Connect tool, which houses a comprehensive database of property information. Additionally, they use Engrain sitemaps, allowing customers to visualize the facility layout and explore various self storage unit options and features.

Over the past two years, the SAM Customer Care Center has:

  • Engaged in 450,000+ interactions with self storage renters.
  • Interacted via phone calls, website chats, emails, and SMS text messages.
  • Answered 90% of calls and chats within 60 seconds.
  • Closed over 77% of sales leads, with 41% occurring during the first CCC interaction.
  • Scored highly on service ratings, with an average score of 4.4 out of 5.0.

The CCC Team is committed to amplifying the customer experience delivered in person by acting as an extension of the in-person frontline store team. Our SAM self storage professional agents are ready to assist customers from 6 a.m. to 1 a.m. ET, seven days a week.