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Self Storage
Over 1K Tickets Created
Automatically opened and routed in just 1 month
1.2K+ Hours Saved
Reclaimed across review management and ticket resolution
Company Snapshot
Storage Asset Management (SAM) is the largest privately owned third-party self-storage management company in the U.S. and the third-largest third-party self-storage management company overall. Founded in 2010, SAM partners with self-storage owners to improve property performance through comprehensive management services, including revenue management, marketing, accounting, operations, maintenance, and customer experience.
Reputation management spread across too many systems
As the largest privately owned third-party self-storage management company in the United States, Storage Asset Management is responsible for protecting the reputation across its large portfolio of self-storage facilities. Storage Asset Management's customer experience team owns reviews and reputation across this growing portfolio of locations. Before adopting Birdeye's Ticketing Agent, following up on one- to three-star reviews meant piecing the process together by hand: finding the review, tracking down which store it belonged to, and writing a separate email to loop in the store manager, district manager, and regional manager.
With locations and roles spanning so many sites, keeping ownership and escalation paths current was its own ongoing project. Any time a team member's responsibilities shifted, updating who a review or ticket should route to meant working across two or three disconnected systems just to fix one piece of information.
The Ticketing Agent builds the workflow. The Review Response Agent handles the replies.
With Birdeye, two agents now work side by side. The Ticketing Agent automatically creates a ticket for every review rated 3 stars or below and routes it to the appropriate owner, with no manual email required.
That same automation carries over to ownership changes. When a team member's responsibilities shift, reassigning ticket routing is a two-minute fix in Birdeye, rather than a multi-system update.
Because the ticket and the review live on the same screen, the team can respond to the customer and manage the internal follow-up in one place. When correspondence happens elsewhere, they can drop the email link directly into the ticket so anyone who opens it has full context immediately. Birdeye's reporting also flags recurring pain points, such as a specific gate issue mentioned in multiple reviews, so the team can fix the root cause and then circle back to update every affected review response.
While the Ticketing Agent manages the follow-up process for lower-rated reviews, the Review Response Agent covers the other end of the spectrum. It automatically drafts and sends responses to four- and five-star reviews, giving the team a 100% response rate on positive reviews across more than 7,000 reviews without touching each one individually.
"The fact that I can respond to the review on the same page where I can look at the ticket, see all of the comments, and change the assignments, all in one streamlined screen, is the biggest help I could ask for. It allows me to quickly and accurately address customer feedback to provide the best experience for our customers."
Faster resolution, full visibility, and thousands of hours back
1K Reviews
Responded To Automatically
22 Average
Hours Saved Monthly
Improved
Reputation Metrics
Key Takeaways
- Birdeye’s Ticketing Agent automatically creates and routes a ticket for every review rated 3 stars or below, eliminating the need for manual emails among store, district, and regional managers.
- Reassigning ticket ownership now takes about two minutes inside Birdeye, replacing updates that once spanned two or three separate systems.
- Shared visibility into tickets and automatic notifications have driven a noticeable increase in resolution rates, since open items keep surfacing in front of the people responsible for them.
- Reporting helps the team catch recurring, operational pain points early, such as a maintenance issue mentioned across multiple reviews, so it can be fixed for the customer, and every affected review can be updated.
"The responses are constantly improving, especially on big days when I'm in the system going through reviews all day. I can see the difference after I've edited a couple of them, how the suggestions change."
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homeresourcescase studiesClosing the Loop Faster: How Storage Asset Management Strengthened Reputation Management with Birdeye's Ticketing Agent