Built by storage industry veterans, the CallPotential platform empowers storage companies to boost sales, automate collections, and run their facilities more efficiently.
Services & Technology
The Result
35%
Faster Collection of Payments
45%
Reduction in Ad Spend for Clients
98.7%
Customer Retention Rate for CallPotential
The Challenge
Optimizing the call center experience for both customers and agents
The average CallPotential user manages 10 to 100 storage facilities, and each facility has anywhere between 500 to 800 customers. These customers will call their storage facility’s customer service line for all kinds of reasons: To make payments, rent more units, recover a lost gate code, and so on. This can result in hundreds of calls a day.
Every storage facility operator has their own rules, procedures, and preferences when it comes to handling customer service requests. Our goal was to design a platform that allows users to customize and monitor their own experience, while also automating time-consuming tasks—like collecting call center performance data and sending alerts to customers with past due payments.
Customizing APIs to connect storage companies with a full-stack suite of automation tools
To help CallPotential serve its current and future clients, Codal needed to develop APIs that would allow the business to seamlessly integrate its proprietary software with a vast array of other business ecosystems.
When building out APIs, the privacy, security, and safety of client data must remain top of mind. While there was no overarching regulatory security mandate for lead generation, we were committed to developing a product that was scalable and secure on all levels.
Previous iterations of storage management systems like CallPotential were often saddled with outdated or obsolete security measures. So Codal’s main concern was modernizing components to provide the most streamlined and efficient protocols possible.
Development
Enabling a unique customer flow for storage facility call centers
Codal built an intelligent back-end system that stores and analyzes customer information to route calls more efficiently. When a customer calls in, the system recognizes their phone number and can pull up basic customer details like how many units they currently rent or if they have any past due payments, helping the call center agent get up to speed and resolve issues quickly.
The system can also automatically forward the customer to a specific agent or bot, based on logic pre-configured by the storage operator. For example, spanish-speaking customers can automatically be connected to spanish-speaking agents. Or, customers with past-due payments can automatically be forwarded to a robot that’s programmed to accept credit card information over the phone.
Again, these user flows are totally customizable within the CallPotential platform, enabling storage operators and call centers to design routing logic that makes the most sense for their agents and customers. To achieve this high level of customizability, our team created a dashboard where users map out their desired customer experience, adding each stage of the process—along with how customers get from one stage to the next—with simple drag-and-drop functionality.
Improving call center performance with recorded calls
Storage operators often record customer service calls to help train current and future call center agents. Codal developed a system for automatically storing these recordings in specific folders based on the content of the call. Most users leverage this feature to identify conversations with angry or frustrated customers by targeting curse words and other impolite language. Recordings of these less-than-ideal conversations are automatically organized together so that they can be accessed, reviewed, and discussed by the team at a later time.
Given the fact that these teams receive hundreds of calls a day, the ability to automatically organize call recordings into various folders—with no human intervention—saves significant time and energy.
Utilizing AI and machine learning, Codal trained the system to censor—or bleep out—sensitive information in the recordings, including things like the customer’s social security number, credit card information, home address, and so on.
Automating workflows for past due payments and sales outreach
Historically, storage operators have spent countless hours chasing down past due payments from customers. Codal helped solve this issue by building a customizable workflow automation solution on CallPotential, which allows users to establish their own set of rules and event triggers once a payment is missed. For example, when a payment is one day past due, the customer may receive an automated text message. Then, after three days, an agent is automatically assigned to give them a call. The storage operator can modify this sequence of events however they see fit.
We built the same kind of functionality on the lead generation and sales funnel side of things as well. Users can set up automated tasks and templated messages to nurture leads once they come in. If someone inquires about renting a unit on their facility’s website, for example, the CallPotential system can automatically send them an email to set up a call. After a few days, another email might be sent offering them a discount to get started. The simplicity of building out this custom flow allows storage operators to experiment with different sales tactics and messaging to see what works best, without sacrificing significant time and resources.
Analyzing call center performance with real-time analytics
Codal built a data analytics dashboard that allows storage operators to see the performance of their call centers in real time, as well as over the course of a day, a week, a month, a year, and so on. On this live dashboard, users can track individual performance, with access to granular details like how many calls per day, average customer wait time, number of leads generated, and more. In short, it’s a tool that provides storage operators with everything they need to know about call center performance, enabling them to make continuous, data-driven improvements to their sales and customer service strategy.
Building custom APIs for seamless connectivity between CallPotential and external business systems
To achieve these UX/UI improvements for both storage operators and call center agents, our engineering team built custom APIs from scratch. This makes it possible for any storage company—regardless of their technological infrastructure—to integrate CallPotential into their existing business operations. These APIs are efficient, secure, and able to scale alongside rapid business growth.
Overall, our team built an extremely intuitive, efficient, and aesthetically-pleasing web application that serves storage companies of all shapes and sizes.
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