From Tool to Team Member: How My Storage Group Made Lumio Part of Their Operating Model
“We've really leaned into customizing Lumio to match how we operate — updating our workflows and call conditions so the AI fits our team exactly. It's becoming an extension of how we deliver service across our entire portfolio.”
— Tayler Johnson, My Storage Group
83%
Calls AI Handled
85%
Gate Access AI Handled
25
Properties Covered
0
Added Headcount
About My Storage Group
My Storage Group is committed to providing convenient, secure, and professional self storage solutions across the Western United States. Headquartered in Salt Lake City, Utah, the company owns and operates 25 properties across four states — totaling approximately 11,000 units and more than 4 million square feet of rentable space.
Leadership prioritizes consistent customer experience and operational discipline at every location. As the portfolio grows, the focus isn't just on acquiring facilities — it's on building scalable systems that ensure every customer interaction reflects their brand standards.
The Challenge
How do you deliver consistent service across 25 properties without scaling headcount?
As My Storage Group expanded across Utah, Idaho, Nevada, and Arizona, inbound call volume grew with every new location. Managers were routinely pulled away from on-site tenants to answer routine questions — gate codes, billing, availability. Service quality varied depending on who picked up, and the team had no scalable way to maintain consistency across 25 properties without adding headcount.
The question wasn't just “how do we cover more calls?” — it was “how do we build a system that enforces our standards without us being on every call?”
Managers interrupted by routine calls during walk-ins and move-ins
Inconsistent responses across facilities depending on who answered
No scalable way to enforce policies across a growing portfolio
Call handling quality tied to individual staff availability
Building a Digital Team Member, Not Just Automation
When My Storage Group implemented Lumio, they didn't treat it as a plug-and-play answering tool. Instead, the team leaned heavily into customization — building 95 facility-specific FAQs and configuring 59 custom skills covering everything from gate exit instructions to U-Haul drop-off policies and unit type comparisons.
Rather than adapting their operations to software defaults, they shaped Lumio to match how their team already worked.
95 facility-specific FAQs
Gate procedures, U-Haul drop-off, unit comparisons, access policies — every common question answered exactly as a manager would.
59 custom skills configured
Sales flows by unit type, escalation rules for live transfers, lead routing logic, and facility-specific ticket assignment.
Iterative refinement
The team continuously updated workflows and call conditions as they learned what worked — making Lumio more precise with every iteration.
"We've really leaned into customizing Lumio to match how we operate — updating our workflows and call conditions so the AI fits our team exactly. It's becoming an extension of how we deliver service across our entire portfolio."
— Tayler Johnson, My Storage Group
Operational Impact
Consistency, clarity, and capacity — across every facility.
After deploying Lumio across the portfolio, 83% of inbound calls are now handled without staff involvement. Nearly half are resolved end-to-end — reservations completed, gate codes delivered via text, payment questions answered, move-out notices logged. Managers focus on move-ins, customer relationships, and revenue-generating activities instead of routine call queues.
Consistent service across every location
Every facility follows the same policies, tone, and escalation logic. Whether a customer calls Facility A or Facility B, the experience is identical — reinforcing My Storage Group's brand standards across the portfolio.
Managers back on the floor
Routine calls no longer interrupt on-site operations. Gate codes, billing questions, and reservation requests are handled end-to-end — without staff picking up the phone.
Cleaner ticketing and clear ownership
Through refined ticket routing and facility-based assignment, the team has visibility into which location a request belongs to, who's responsible, and what's been resolved — reducing internal ambiguity and improving accountability.
Infrastructure for growth
When a new facility comes online, the question isn't “who will answer calls?” It’s “how do we configure Lumio for this location?” — turning expansion from an operational burden into a repeatable process.
A Foundation for Smarter Growth
As My Storage Group continues expanding — with additional facilities closing and more in the pipeline — Lumio now serves as part of their operational infrastructure. The conversation has shifted from “who will answer calls for this new facility?” to “how do we configure Lumio for this location?”
"The more we use Lumio, the more it feels like a foundational piece of how we scale operations. We've talked internally about how this could support call handling across a much larger platform."
— Tayler Johnson, My Storage Group