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OpenTech Alliance Acquires Call-Center Customer Base


OpenTech Alliance Inc., a Phoenix-based provider of self-serve kiosks, call-center services and other technology for the self-storage industry, has acquired the call-center customer base previously serviced by online self-storage directory (USSS). The companies entered an agreement in December and have been working to transition USSS customers to OpenTech's customized service, Live! XpressRes.

"Given OpenTech's successful track record and willingness to offer a customized service similar to what we have been offering, we felt they would be a perfect fit for our customers," said Michael Kucera, president and CEO of USSS.

US Storage Search Inc., owner of and various other self-storage websites, reached a licensing and marketing agreement in January that transferred its operations to the management and control of B2 Interactive, a firm specializing in Internet marketing, website design and software development for the self-storage industry. In addition, USSS terminated its call-center services on Jan. 31, and its call-recording and call-auditing services in February.

Available only to USSS customers, the OpenTech Live! XpressRes service includes automated call recordings, lead tracking, customized scripts and remote reporting features. It allows self-storage operators to access converted sales opportunities, track marketing sources, and view efficiency summaries and manager-satisfaction ratings, according to a company press release. In addition, callers can receive custom-branded follow-up e-mails that can integrate with OpenTech's INSOMNIAC online rental solution.

The USSS call-center service operated on a pay-for-performance model, designating a fee that was collected on a per-reservation basis. In an effort to stay consistent with this practice, OpenTech has created a new service that mirrors the USSS offering.

"The acquisition has been in the works for some time. USSS had made a strategic decision to discontinue offering a traditional call-center service and focus on their core business. We were happy they felt confident enough in our capabilities to trust us with their customer base,” said Robert Chiti, president and CEO of OpenTech. “Our strategy is to grow OpenTech through internal development, acquisition and partnership, so acquiring their customer base was a natural for us.”

OpenTech provides several models of INSOMNIAC self-serve kiosks as well as a range of self-storage rental solutions including the INSOMNIAC Live! Call Center, INSOMNIAC Online Web and mobile applications, LiveAgent! software products, and the INSOMNIAC ILock Security System, all available through the company's Self-Storage Cloud.


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