ABC Selfstore is a storage provider based in London. Their flexible terms and focus on exceptional customer service helps ABC stand out from competitors, offering a personal service that sees customers coming back again and again.

Products in Use: FinancialForce Accounting

Company size: Small

Previous system: Xero

Location: London, UK

Industry: Self Storage

Integration with the Salesforce platform has meant the management of our teams is linked seamlessly with the management of our customers' sales and customer service experience - in other words our business!

David Milton, Partner

Business Issues

  • Business operating from several sites in and around London provided geographical challenges
  • 5 separate companies operating individually with different policies made it hard to see an overall picture of employee data
  • Time and attendance, absence management and timesheet approval processes were very manual with difficult traceability
  • Lack of visibility into employee absence at each storage location meant the company could be left without cover
  • Manual system for tracking new opportunities with little transparency across the stores, meaning some opportunities could be missed
  • Manual systems with low visibility for monthly targets, pipeline, opportunity types and employee time and attendance - time consuming for administration and not robust.
  • No central system for tracking and managing customer issues

Staff now have 100% confidence that via FinancialForce HCM, their HR records and especially time and attendance are handled fairly and correctly, and we are able to ensure our HR policies are fully implemented and consistently maintained.

David Milton, Partner

Benefits & Results

  • All information across all sites now accessible from anywhere
  • All time off requests are now automated triggering notification to Management - management of staff holidays to avoid under-staffing much simpler saving at least 1.5 days per month
  • Management is notified of changes to employee records and contracts
  • All lieu time logged against timesheets. Employees can book this time off by the hour and restrictions mean it can only be taken when allowed
  • Time saved at month end on payroll-another saving of 1.5 days per month for one person
  • Automation of manual processes such as managing lieu time and checking holiday balances has allowed the business to be more efficient with less resources
  • Opportunities now fed into a central Chatter feed and picked up by whichever store can deal with it there and then which has resulted in an 18% uplift in closed sales in first year alone
  • Visibility into monthly targets and opportunities in the pipeline have helped close more sales
  • Salesforce and FinancialForce HCM are facilitating a move to targets based on customer service levels, further enforcing the company’s differentiator on personal service
  • Employees are working more efficiently with more focus on opportunities and close rates
  • Better visibility and ability to prioritise higher value sales will help to increase average sales value in the future
  • All key metrics, such as split on win rates to individuals/opportunity types, can now be tracked leading to a new level of information and better management of the sales pipeline
  • Cases managed in the system for better tracking and resolution
  • Meetings are now more productive with real-time information at hand