How National Storage is using Zoom to revolutionize collaboration and customer service

Since its 2013 ASX listing, National Storage has experienced remarkable growth. As Australia’s largest self-storage provider, the company has expanded from 60 to over 250+ centres across Australia and New Zealand. With such rapid expansion, the company has moved beyond operating in isolated silos to create a cohesive, integrated network powered by Zoom’s advanced communication solutions. Through this integration, National Storage has enhanced customer engagement and internal operations, while reinforcing its commitment to customer-centricity. 

The self-storage industry often relies on outdated and disparate systems, resulting in inconsistent customer experiences across multiple locations. Adopting a modern approach, National Storage has integrated Zoom Contact Center as a core element of its strategy: “Zoom Contact Center is such an important part of our strategy to not only connect with our customers, but to connect our centres together,” says Marcus Barron, GM of Technology at National Storage. 

Delivering a seamless customer experience 

The integration of Zoom Contact Center helps ensure that every customer interaction is prompt and consistent across all locations. “We’ve turned 250+ storage centres into one unified centre with Zoom Contact Center, allowing us to connect with customers across channels and ensure timely, consistent, and seamless service,” explains Barron. With Zoom Contact Center routing calls to the nearest available agent, National Storage ensures that no customer inquiry goes unanswered, reducing wait times and preventing missed business opportunities.

Zoom’s omnichannel contact centre provides customers with multiple avenues to connect with National Storage representatives. “We can chat, email or video call if we need to. And that flexibility is what provides the greatest choice to our customers.” Barron adds. This seamless communication makes customers feel confident and reassured while entrusting National Storage with their valuable, personal items. 

Enhancing employee performance and connections 

Zoom’s suite of tools has become integral to National Storage’s efforts to improve employee performance. The transcription and analysis capabilities of Zoom AI Companion, the AI assistant within Zoom’s platform, provides National Storage with valuable insights into customer interactions. These insights enable National Storage employees to track service-quality trends and continuously refine their approach for optimal performance. “With the AI transcription that occurs with Zoom Contact Center, we’re getting such great depth of reporting into what’s going on in our calls and how our operations are servicing our customers,” says Barron. These insights inform training and service improvements, allowing the company to identify patterns, anticipate customer needs, and refine processes for maximum impact. 

Equally important are other Zoom products like Meetings and Webinars, which play a pivotal role in connecting National Storage’s dispersed teams. With many employees working remotely or in isolated locations, maintaining connections across centres can be challenging. “Zoom allows us to connect our employees together quicker and faster than ever before,” says Barron. “It allows us to bridge the gaps in our culture, making it easier to build rapport and connect with team members who were often isolated.” Through regular video check-ins, staff align on goals, receive key updates, and stay engaged with the company’s mission, creating a stronger, more cohesive workforce. 

Looking to the future 

National Storage plans to integrate additional Zoom solutions, such as AI Expert Assist and Zoom Quality Management, to further enhance call handling and interaction evaluations. “AI Expert Assist will allow us to provide cues to operators during interactions so they can deliver the best possible solutions for customers,” says Barron. These tools will support real-time assistance, streamlined service, and continuous improvement for both staff and customers. 

As National Storage continues to grow, its commitment to exceptional customer service only strengthens. In an industry where customers entrust the company with their most valued possessions, prioritising the customer experience is more than just a strategy — it is a responsibility. By continuously harnessing Zoom’s capabilities, National Storage is setting a bold new standard for service excellence in the self-storage industry.