Customer Service Beyond the Counter

Adrian Cassimaty, Co-founder of Alyta, explains why blending personalised automated promotions with traditional face-to-face customer service is giving storage operators a competitive edge, and helping scale sales beyond the nine-to-five.

Understanding customer service

Talking with storage owners, I often hear the same thing: “I don’t want to do too much online because it’s our face-to-face customer service that sets us apart.” And they’re absolutely right. Great customer service is the heart of storage. It’s about real conversations, reading the customer’s needs and building trust in a moment that matters. That personal touch is what keeps people coming back and sets good operators apart from the rest. But here’s the thing; moving more of the experience online doesn’t mean losing that connection. With personalised automated promotions, you can bring that same level of care into the digital world—offering help, building trust, and guiding decisions, just like you would across the counter.

Story-time

Tom drives past your site all week. One morning, he stops in, unsure about what size unit he needs or how long he’ll stay. A staff member listens and says: “If you book today, we’ll throw in a free move-in trailer.” Just like that, Tom’s sold. Now picture the same moment online. Tom revisits your quote page later that night.

This time, a personalised message pops up: “Hey Tom, store with us today and get a free move-in trailer.” Same offer, same result—just digital. In storage, customer service has always been king. Whether someone walks in or calls uncertainly, you give them the confidence to commit. You’re there. They’re there. A deal is made.

Harnessing automated promotions

Personalised automated promotions can bring that same energy online. When a customer visits your website, it’s no different than walking through your door. And the best part? You don’t need to be there in person to close the deal. The system already knows what offer to show, and when. In fact, 78% of consumers are more likely to complete a purchase when offers are personalised to their needs and timing, according to Salesforce’s State of the Connected Customer Report. These aren’t just tools for big corporations, they’re tools any storage operator can use to strengthen the customer journey.

Let’s look at a few examples:

• A hesitant customer revisits your quote page. This time, they see:
  “Get 10% off if you book today.”
  That subtle, personalised nudge helps them take the next step.
• Once a booking is complete, the system follows up with:
  “Refer a friend and you’ll both get $100 off.”
   A tailored way to reward loyalty and grow your business.
• And for those who start a booking but don’t finish? They receive a gentle reminder:
  “We’ve held your unit—final chance to claim your deal.”
  It’s timely, relevant, and keeps the door open.

Each of these touchpoints feel personal, because they are.

The right place at the right time

According to HubSpot’s Marketing Automation Benchmarks, automated workflows increase sales-ready leads by over 20%, driving higher conversion rates and more consistent engagement. The reality is, customer service no longer has to stop when your office does. By integrating personalised automated promotions into your sales and customer service strategy, your best offers keep working, even when you’re not. Because great service isn’t about being everywhere at once; It’s about being there when it matters most.