Customer-Centric Services: Enhancing the Self-Storage Experience
At Storage Asset Management (SAM), we put our customers at the forefront of our third-party management approach. From easy online rentals to responsive support, every service is designed to make self-storage simple and stress-free. We listen to customer feedback and make changes accordingly.
How Customer Expectations Are Changing
In recent years, shifting consumer behavior, advancing technology, and changing lifestyles have led customers to expect greater automation and convenience in their use of self‑storage.
SAM has introduced tools to meet these expectations:
- AI Chat Bot & Customer Care Center (CCC): Customers have access to support at any time, eliminating wait times and providing help when they need it most.
- Online Rentals: Customers can conveniently reserve and complete unit rentals from home, saving time and reducing in-person visits.
- Embedded Maps: Tenants receive clear directions within the facility, making it easy to find their units and move in with confidence.
- Website Optimization: Although this isn’t a new concept, with a user-friendly interface on desktop and mobile, tenants can efficiently access information and manage accounts, ensuring a hassle-free online experience.
These tools ensure that the storage experience is efficient, flexible, and convenient.
Feedback-Driven Improvements
SAM’s commitment to doing what’s right for our tenants drives everything we do, including how we listen. We closely monitor tenant reviews and surveys to gather insights and change processes when needed.
When feedback showed that tenants were receiving too many messages, we streamlined our communications to make every update more concise, intentional, and genuinely helpful. On-site improvements, including updated signage at remote facilities, help ensure tenants can access resources and support at every stage of their storage journey.
Alongside supervisor-led evaluations, our Customer Care Center (CCC) uses AI to analyze customer calls and deliver tailored feedback and training to agents. This unbiased evaluation scores each call using our criteria and provides detailed insights to identify improvement opportunities at the individual, team, and center-wide levels.
The system does more than track basic metrics. It assesses factors like enthusiasm and active listening, helping our team continuously learn and improve. After each evaluation, agents receive a personalized AI-generated training video highlighting strengths and offering suggestions from the call. AI-driven role-play exercises let agents immediately apply the feedback they receive.
In the first 13 months of using this system, we increased average CCC call scores by 13.5%. This result demonstrates our commitment to continuous improvement and customer excellence.
Blending Technology with Human Touch
While technology drives convenience, we haven’t forgotten the personal connection. SAM continues to:
- Recognize long-standing tenants
- Expand community outreach
- Provide visible support at every facility
These efforts show our appreciation for our tenants and help enhance the overall storage experience.
A Storage Experience Designed Around the Tenant
By combining innovative technology, tenant feedback, and thoughtful human support, SAM is making self‑storage easier than ever. And that’s the SAM difference: a consistent customer experience that delivers results for owners while honoring the people we serve every day.