Case Study ABOUT EXTRA SPACE STORAGE Until November 2008, self-storage operator Extra Space Storage Inc. was handling overflow phone calls for its hundreds of storage facilities the same way that its customers handle their overflow storage needs: outsourcing. Then the firm switched to an in-house call center running on NICE CXone’s on-demand platform and integrated with customer relationship management software from salesforce.com. THE CHALLENGE Upgrading on-premises system was cost-prohibitive When Extra Space Storage executives were rethinking their call handling strategy in August 2008, the company operated 670 self-storage properties in 33 states and Washington, D.C. with a goal to double its footprint in five years. Incoming phone calls to individual facilities were answered

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