An Extra Speedy Contact Center for Extra Space

About Extra Space

Extra Space helps households and businesses maintain control of their space by providing additional storage units at low rental prices. Through their flexible storage terms, the rental process is quick and easy, and enables their customers to move in right away.

“Contivio has decreased our overall call handling times, while increasing our daily work productivity.”

~ Daphne Lim
Project Manager

At a Glance

Website: extraspace.com.sg
Industry: Storage
CRM: SugarCRM
Customer Since: August 2011
Why Contivio:

  • CRM Integration
  • Customized Reporting
  • International capabilities
  • Pricing

Challenges

  • Have several offices located across Asia
  • Without NetSuite integration, everything was manual
  • Needed a solution that fit within their budget

With Offices located throughout Asia, Extra Space carries a team of seasoned contact center agents to handle both inbound and outbound call traffic. Because their agents handle hundreds of calls per day, Extra Space identified a need to have live call screen popping off their internal CRM.

After their search and selection process ended by selecting Contivio, Extra Space now generates screen pops in a matter of minutes using Contivio’s patented CloudConnect tool.

“Our agents no longer need to manually search for customer profiles on live calls, instead Contivio pops the profiles real time.”

~ Daphne Lim
Project Manager

Solutions

  • Advanced supervisor reporting
  • CRM Screen Pops & Post-Call Updates
  • Affordable all-inclusive pricing model

Project Manager Daphne Lim has noticed a vast improvement in customer satisfaction since implementing Contivio and utilizing CloudConnect. When asked about the improvement, she stated, “Our agents no longer need to manually search for customer profiles on live calls, instead Contivio pops the profiles real time.”

During the selection process Extra Space understood that a solution needed to possess all the standard contact center features, have the flexibility to implement changes real time, and be economically feasible. With Contivio they not only found exactly what they needed, they were able to grow into the other offered functionality.

“Pricing was a key differentiator that set Contivio apart for us. Not only did they meet all of our requirements, but they offered everything at a very fair and reasonable price” Lim explains.

“Pricing was a key differentiator that set Contivio apart for us. Not only did they meet all of our requirements, but they offered everything at a very fair and reasonable price.”

~ Daphne Lim
Project Manager

Results

By analyzing their data in Contivio’s real-time reporting dashboard, Extra Space is now able to track whether their time and resources are being allocated efficiently. With offices located all over Asia, reports must be generated for each contact center, which made Contivio such an ideal fit. Contivio provides the flexibility to generate reports as often as needed and/or send them electronically.

According to Project Manager Daphne Lim, “We use our reports to determine whether we need to hire more full-time staff, seasonal workers, or part-time workers for our different departments.”

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