Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Guardian Storage · Lumio
Vendor-reportedConstruction & real estateUnited StatesIn productionEnterpriseSpeech
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by lumiostorage.com (vendor self-report). Checked against the source page on 2026-09-06. 2 of 2 figures below appear on that page word for word.
The problem
Property managers were spending a significant share of their day on the phone, distracting them from core tasks, and after-hours calls often resulted in voicemails and missed customer interactions.
What was deployed
- Vendor
- Lumio
- Products
- Lumio AI for Self Storage, Mason
- Technique
- Speech
- Build or buy
- Bought and customised
- Deployment
- Custom build
- Data used
- SiteLink account, Guardian's own policies, Mason's FAQ library
- Scale
- staffed-property portfolio across Pennsylvania, Colorado, and West Virginia; multiple properties already live (Colorado, Allegheny Valley PA, Fort Collins South) with a leadership decision made to roll out company-wide
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
96%Customer Satisfaction
“Guardian's calls are now being handled by Mason, and the team's internal sentiment tracking pegs customer satisfaction at roughly 96%.”
Quoted word for word from the source
24/7Phone Coverage
“24/7 Phone Coverage”
Quoted word for word from the source
“If our property managers are handling these sidebar phone conversations, that's distracting them from renting space, collecting money, or dealing with somebody in front of them. If we can free them up from the basic blocking and tackling, that will let them do what we really want them doing — renting more space.”
Difficulties and limits
- The technology had to elevate the customer experience, free up its on-site managers without replacing them, and earn buy-in at every level of the company.
- Skepticism of AI products in the category.
Sources
- lumiostorage.com — vendor self-report
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