Spartan Investment Group isn’t just growing, they’re building the future of customer service in self-storage. Known for their data-driven approach and high-performing FreeUp Storage brand, Spartan has always put customer experience at the core of their operations. But recently, they took things a step further: launching an internal Customer Experience Center designed to set a new standard for fast, consistent, and personalized support.
“We wanted to create something that felt personalized and intentional,” said David Meade, Director of Call Center Operations at Spartan. “As we scaled, we knew we needed a solution that could grow with us. More importantly, we wanted to build a team and system that truly reflected our values as an organization.”
Leading from the Inside Out
Spartan made a deliberate decision to bring customer interactions in-house. While many operators rely on third-party call centers or siloed systems, the team believes that having full control over communication would allow them to provide faster response times, more consistent service, and a better overall brand experience.
“When someone calls or emails FreeUp Storage, we want them to feel like we’ve been expecting them,” David said. “That level of responsiveness and care isn’t just nice to have, it’s a competitive advantage.”
The Solution: A High-Performance Customer Experience Center
To tackle these challenges head-on, Spartan launched its internal Customer Experience Center, powered by Storable CRM and Contact Connect. These tools became the operational backbone of the center, integrating call tracking, lead management, automation, and real-time reporting to ensure that every customer inquiry was handled swiftly and effectively.
“Storable’s CRM and Contact Connect tools became the connective tissue for everything we were trying to do,” said David. “It’s how we’re able to route calls intelligently, follow up with leads quickly, and keep our entire team on the same page.”
The tools eliminated manual tracking, reduced delays, and allowed the team to focus on meaningful conversations, not chasing information.
Why Storable CRM? The Game-Changer for Spartan
Spartan evaluated multiple CRM solutions. Spartan selected Storable CRM for its:
- Industry-Specific Design – Built for self-storage operations, Storable CRM seamlessly integrates with Spartan’s property management software.
- Workflow Automation – Reducing manual tasks so the team can focus on high-value customer interactions.
- Data-Driven Decision-Making – Advanced analytics provide real-time insights that drive better business outcomes.
“The automation features in Storable CRM have been a game-changer for us. It allows our team to focus on what matters most: providing an excellent customer experience,” David noted.
A Team-First Approach to Training and Culture
Spartan didn’t just plug in new software and call it a day. They worked closely with Storable’s onboarding and support teams to build internal playbooks, create smart automations, and train staff to use the new tools with confidence.
“We didn’t want tech to be a hurdle. It had to feel like a natural extension of how we work,” said David. “Having a partner that could guide us through those first few months made a huge difference.”
Results: A More Efficient and Engaging Customer Experience
Since launching the Customer Experience Center with Storable CRM and Contact Connect, Spartan has seen measurable improvements, including:
- Lightning-Fast Response Times – Automated lead follow-ups and call tracking have elevated the customer experience.
- Higher Conversion Rates – A centralized system ensures every inquiry is promptly addressed, leading to strong lead conversions.
- Standardized Customer Service – Spartan now delivers a consistent, high-quality experience across all its locations.
- Powerful Business Insights – Storable CRM’s analytics tools allow Spartan to track trends and refine customer engagement strategies.
Employee and Customer Feedback: Real Results, Real Impact
The impact of Storable CRM has been felt by both Spartan’s employees and customers alike.
“The system is intuitive and easy to use. It has eliminated a lot of the manual work we used to do, making our jobs more efficient and allowing us to spend more time assisting customers,” mentioned David. “We’ve heard from customers that they appreciate the quicker response times and the consistent experience they get, no matter which location they contact.”
What’s Next? Elevating the Customer Experience Even Further
Spartan isn’t slowing down. With plans to continue scaling and refining their experience, they’re exploring deeper CRM automations, enhanced analytics, and new tools to personalize tenant communication even further.
“This isn’t a one-time project,” said David. “It’s part of our culture now. And the more data and tools we have to support that, the better experience we can deliver for our customers.”
At Storable, we’re proud to support forward-thinking operators like Spartan who are shaping the future of self-storage, one customer experience at a time.
Ready to take your customer experience to the next level? Talk to our team today about about growing your business with Storable CRM.
