Two brands, one AI phone line
Adams Property Group deployed swivl across both of its self-storage brands, Your Storage Units and Monster Self Storage, covering 24 locations. Since then, swivl has handled more than 22,000 customer conversations and its voice AI now books nearly 90% of the rentals swivl generates each month, all with the same teams and no additional hires.
The full interview with Miles Tart
Growing toward 30 locations the phones failed to scale and costs escalated
Adams Property Group was scaling fast under Executive Director Miles Tart, on the way from the high teens toward 30+ locations across two brands. Calls rolled over to a live call center after a few rings, during the day and after hours. It was expensive, and the errors added up.
In Miles' words, agents were "giving bad information," and not "communicating to us in a timely manner." Leads sometimes landed in SiteLink or an inbox "eight hours later."
Managers struggled to answer calls when they were in the office, but between unit showings, lunch breaks, and other daily responsibilities, an estimated five to ten calls per store each day were rolling over, creating missed opportunities and directly affecting revenue.
“Previously we had live agents moving customers into the wrong facility. We also ran into language barrier issues.”
AI answers. Humans decide. Revenue increases.
swivl serves as the 24/7 back up for your front line team ensuring every sales opportunity is captured. When a call is not answered within the first few rings, swivl's voice AI steps in to answer, understand the caller's needs, and guides qualified renters into the booking flow.
Account and service questions are resolved or routed to the right person. Leads drop into the FMS with a clear record of the interaction, so no one is left chasing an eight-hour-old note. And whenever a caller needs a human, the call is seamlessly passed to a human.
“We were able to cut our call center expense by 93%.”
Voice Now Books Rentals
After implementing swivl Voice, meaningful conversation volume increased approximately 4× at Your Storage Units and 5× at Monster Self Storage. Within six months swivl Voice became the leading channel for both brands and accounted for nearly 9 out of 10 rentals.
Three clips from the Miles interview
Short cuts from the interview: what happened to the call center bill, what changed after hours, and how they got from a chatbot to voice.
Past-due balances worked without a collections team
APG doesn't staff a dedicated collections desk. Nobody there manages collections, and swivl still set up 514 payment plans. The AI does the chasing across both brands with outbound voice, SMS and email: 37,062 calls worked since launch, only 263 of them passed to a person, a 0.7% transfer rate. Average balance at the point of contact was about $163.
Every hour covered, judgment kept human
Always on
At Your Storage Units, about 22% of inbound calls come in outside business hours, calls that used to ride the rollover line and now get answered every time.
AI carries volume, people carry judgment
At Your Storage Units, voice handled about 45% of engaged calls start to finish with no human, and passed roughly 1 in 5 to a person when the caller needed one.
“It relieves our employees to focus on more valuable tasks than some of the more repetitive tasks that come through our phones at times, such as what's my payment date or what are your gate hours.”
Reviews answered in hours, not weeks
Before swivl's auto-replies, responding to reviews was a manual job that fit in whenever someone had time. Average response time ran about 30 days, and individual weeks swung from same-day to over six months. Since the auto-replies fully ramped, the average is about 2.6 hours, and nobody at APG touches most of them.
“At our volume, you cannot staff your way to consistency. We are running over 10,000 calls through swivl in a quarter and 84% of them never reach a person on our team. The after-hours calls alone, over 1,500 of them, used to be missed entirely. Now they are answered, worked, and some of them close.”
