Overview
Faced with a disjointed network of legacy systems and three separate manual inbound processes, one of the UK's largest and fastest-growing self-storage businesses struggled with operational blindness and agent fatigue. By unifying communications with RingCX and RingCentral AI Conversation Expert (ACE), the company eliminated massive administrative backlogs and improved call transparency. Today, they leverage real-time AI sentiment analysis and automated reporting to accelerate lead conversions and secure their future as a data-driven industry leader.
For the first time, we can look at customer satisfaction across the entire service journey. ACE gives us real-time visibility because the AI proactively scores customer satisfaction, allowing us to move beyond delayed reviews.
Operations Executive
About our customer
This leading storage company, based in Europe, has supported nearly 38,000 customers across 58 different locations since its founding. As one of the UK’s largest and fastest-growing self-storage businesses, they provide essential space solutions for both individual residents and commercial enterprises.
The challenge: A disconnected analog patchwork
The organization struggled with a fragmented communication infrastructure that relied on three separate, manual systems for inbound traffic and an aging legacy platform. This "muddle" created significant friction for 170 agents who found the process of helping customers slow and clumsy.
The solution and ROI: Intelligent insights and rapid responses
To address the inefficiencies of their legacy setup, the business unifies its customer-facing communications around the RingCentral environment, powered by RingCX and the AI Conversation Expert (ACE). This shift to automated intelligence leads to accelerated response times and gives management total clarity into the customer experience.
What’s next for this top self-storage business
The organization is currently preparing to deploy the Insights executive dashboard to transition their remaining analog reporting into a sophisticated, real-time strategy, powered by RingCentral AI Quality Management (AI QM). This shift toward data-driven management ensures the business can view the entire service journey holistically as they continue to expand their footprint. By embracing these AI capabilities, a company built on the physical reliability of traditional storage has successfully evolved into a high-tech leader in customer engagement.
