Avia Storage


Case Studies

About Avia Storage

Avia Storage is the largest self-storage company in Israel, boasting 13 branches nationwide. They cater to individuals and businesses requiring temporary or long-term storage solutions, whether due to renovations, relocations, or space constraints. Adam Avraham, Chief Information Officer, has been with the company for over a decade, overseeing technological advancements to improve operations and customer experience.

What sets Avia Storage apart is their comprehensive approach to storage solutions, offering a range of room sizes tailored to different customer requirements. Their market leadership is built on understanding and adapting to varied customer needs, maintaining a significant lead over competitors in the Israeli storage market.

Business Needs and Challenges

With users across different departments, including customer service, HR, and sales, the company maintains a robust operational structure focused on customer service excellence.

Prior to implementing Salesforce, Avia Storage faced operational challenges while using an ERP system as their primary business management system. Although this system was capable of handling cash management and inventory control, it eventually became insufficient to meet the company’s expanding needs. The company’s representatives struggled with fragmented systems and constant platform switching for customer communications purposes.

Avia Storage pricing process required extensive personalization. Additionally, limited reporting capabilities and the lack of a unified customer view across channels hindered data-driven decisions and personalized service delivery. 

Avia Storage looked for the following solutions:

  • Streamline workflows for customer service and pricing.
  • Minimize manual errors and improve automation.
  • Centralize customer communication across channels, including WhatsApp and Facebook Messenger.
  • Lay the groundwork for AI integration to further enhance operational efficiency.
  • Provide a more personalized and efficient experience for both customers and internal teams.

The Solution 

Avia Storage partnered with AllCloud to implement and optimize Salesforce solutions, specifically leveraging the Service Cloud and Sales Cloud. 

The implementation of Salesforce Service Cloud with Digital Engagement represented a comprehensive solution to these challenges. The solution was carefully designed to maintain existing workflows while significantly improving operational efficiency.

Communication Integration:

  • Seamless integration of multiple communication channels, including WhatsApp and Facebook Messenger, into a single interface
  • Implementation of automated customer identification systems that route inquiries to appropriate representatives
  • Integration with existing systems, including Priority and 3CX PBX, for comprehensive data flow

Workflows Optimization:

  • Development of custom workflows that matched and enhanced existing business processes
  • Implementation of step-by-step guided processes for representatives with integrated validations
  • Creation of automated systems for customer routing and representative assignment
  • Development of a specialized pricing process workflow that maintains personal attention while improving efficiency

System Integration:

  • Custom integration with the Priority system for seamless data flow
  • Integration with PelleCard for payment processing
  • Implementation of validation systems to decrease errors and enhance data accuracy

Results

The implementation of Salesforce with AllCloud experts has delivered significant improvements across multiple areas of the business:

Operational Efficiency:

  • Representatives now work within a single system for all customer interactions.
  • Significant reduction in time spent switching between systems
  • Improved response times to customer inquiries
  • Streamlined workflows for pricing processes

Customer Experience:

  • Enhanced personalization in customer interactions
  • Faster response times to customer inquiries
  • More consistent service delivery across all communication channels
  • Improved customer identification and routing to appropriate representatives

Internal Processes:

  • Better visibility of customer interactions across all channels
  • Improved data accuracy through automated validations
  • Enhanced ability to track and manage customer interactions
  • More efficient assignment and management of pricing representatives

Future Plans

Avia Storage aims to expand its use of Salesforce by integrating artificial intelligence for advanced analytics and automation. This will further reduce the workload on representatives, enhance predictive capabilities, and improve customer service. Additionally, future projects may include deeper integrations with financial systems and broader digital engagement strategies. Avia Storage is positioning itself for continued innovation and improvement in customer service delivery. Their future roadmap includes:

AI – Artificial Intelligence Integration:

  • Plans to implement Salesforce Agentforce 
  • Development of AI-driven customer service automation
  • Enhanced predictive analytics for customer needs

Process Enhancement:

  • Further automation of routine tasks to free up representative time for complex issues
  • Development of advanced analytics capabilities for better business intelligence
  • Expansion of automated customer service features
  • Enhanced integration with additional business systems

“We’re seeing much faster customer response times with everything integrated into one system. The team can instantly handle WhatsApp and Messenger communications while accessing all customer data. AllCloud’s expertise and personal attention have been invaluable—their team consistently delivers innovative solutions and ongoing support. The combination of Salesforce’s flexibility and AllCloud’s commitment to our success has transformed our customer service capabilities.”

Adam Avraham
CTO
Avia Storage

Adam Avraham, CIO