U-Store-It Trust has opened its own call center in Wayne, Pa., and is now using two customer-relationship management (CRM) products from Salesforce.com, Service Cloud and Sales Cloud.
The company transitioned the majority of its call volume to its recently opened facility. As a result, U-Store-It said it has increased the conversion rate of calls to reservations and appointments significantly during the month of May compared with the first quarter of 2009. Last month, the center handled more than 25,000 calls.
The call-center team comprises a manager, five supervisors, 22 full-time agents and numerous part-time agents. Collectively, it has more than 125 years of call-center experience.
U-Store-It is also integrating Service Cloud and Sales Cloud to enhance its sales and customer service. Salesforce.com will provide a consolidated view of customer activities and behavior through U-Store-It’s call center, website and store systems. The effort will encompass all 386 of the company’s owned facilities as well as its 205 network affiliates. The integration is expected to be complete by the end of the third quarter.