How Devon Self Storage Grew Online Rentals by 14%

Devon’s previous chat system lacked sophistication, resulting in lower than average customer satisfaction and online rentals. There are many different chatbot providers, but Devon was looking for a chatbot that was intuitive, learned from interacting with customers, and was omnichannel, sending messages via SMS. swivl fit that role, with online rentals and reservations more than ten times what they were.

17%

Decrease In Incoming Service Calls

14%

Increase in Web Reservations

86%

Of Questions Automated

The recent pandemic has pushed the Self Storage industry to reinvent how people shop for storage online as the unmanned rental process became a necessity. Self Storage Operators cut costs and increase efficiency by leveraging different types of automation technology. 

One swivl customer, Devon Self Storage, sought an easily customizable solution designed to support its people-first approach to customer service by facilitating genuine conversations through automation while keeping their agents “in-the-loop”. Their goal? To reinvent how people shop for storage while improving the operational efficiency of its Customer Support team.

“Due to us getting our customers answers quickly (with the Devon bot) we have seen a 400% increase in leads from the Devon bot.”

Devon Self Storage Logo Chat Bot

Devon Self Storage is one of the country’s leading self-storage companies, owning and operating over 100+ locations nationwide — with over 24 states and 2.8 million square feet of storage space.

Why swivl?

Raheem, SVP of Operations at Devon, is always looking for ways to improve their customer’s journey. He knew their current web situation was creating friction for potential customers and set out to find a technology partner to help them connect with their customers while they shopped online.

Today, their website is leveraging swivl’s Intelligent Assistant, a 24/7, “always-on” AI-powered chatbot that gets smarter with each new interaction. 

“Post COVID-19 we saw our customers asking questions at all times during the day and night. swivl has allowed us to automate a lot of these repetitive questions our locations were getting daily, helping us reduce the number of emails and phone calls our team had to service. The Devon bot has been instrumental in helping us rethink and improve how we engage and service our customers.”

The Impact

With an industry-specific conversational AI, Devon Self Storage brought forth the benefit of enhancing their customers’ experience by retaining one-on-one interactions. 

Devon saw a direct impact on both web reservations and call center routing. 

Due to a decrease in service calls, their call center is screening more rental-related phone questions, providing more quality output on the calls they are taking.

Before swivl

60% Reservations

33% Service Calls

With swivl

74% Reservations

16% Service Calls

Total % Change

14% increase in Reservations

17% decrease in Service Calls

The Process

Our AI-Powered Intelligent Assistant has automated over 350,000 self-storage conversations (and counting). All of this power with only 5 hours of setup. Our 250 templatized workflows and ever-growing machine learning Model makes it easier than ever to take advantage of the latest automation technology.

🔍 Define scope and goals

A kick-off workshop to ensure technology, marketing, and strategy teams are aligned. During this meeting, we introduce our self-storage industry onboarding template to get everyone ready to begin automating your business workflows.

📖 Planning and implementation

Working in conjunction with your team, content is reviewed and adjusted to achieve personalized, branded experiences for users visiting your website.

🚀 Launch and optimize

Bots are better when they are alive and learning. After the initial launch, we ensure the AI Assistant is learning how your customers interact with your brand.

👷‍♀️ Ongoing training and support

Our enterprise license includes phone and email support. We are here to ensure your team is successful with ongoing training and performance reviews.

Want to learn more about how other customers are leveraging the Only Self Storage AI Assistant?