How RecNation Scaled Its Portfolio While Reducing Support Costs With Lumio
"Lumio fundamentally changed the way we operate. It reshaped how our team works, how efficiently we can scale, and how confidently we can grow our footprint."
— Christian Wojtaszek, VP of Commercial Strategy at RecNation
Featuring
Christian Wojtaszek, VP of Commercial Strategy
90%+
Call Deflection
1 in 10
Calls Need Humans
Lower
Support Costs
0
Added Headcount
About RecNation
RecNation is the leading premium storage provider for RVs, boats, and outdoor vehicles. Founded by Gary "Wojo" Wojtaszek after experiencing firsthand the difficulty of finding secure, well-managed RV storage, RecNation has grown into a large community of outdoor enthusiasts with more than 70 modern facilities.
Their mission is simple: provide covered, secure, high quality storage with exceptional customer service delivered by team members who understand the RV and boating lifestyle.
The Challenge
How do you scale support while reducing cost?
As RecNation expanded across 70+ facilities, inbound call volume grew in parallel. RV and boat owners expected instant answers, 24/7 availability, and a consistent experience. Internally, the team was focused on a strategic question:
How do you scale support while reducing cost and without adding headcount?
RecNation recognized natural constraints of human only operations:
Longer wait times during peak periods
Agent churn and retraining
Inconsistent support across facilities
Varying agent familiarity with RV and boat storage specifics
Support quality that differed by agent
Increasing labor and call center costs
RecNation also explored building AI support internally, but without deep integration into SiteLink, the system could not access essential data such as unit availability, pricing, billing history, or gate codes. It also could not reserve units or take payments.
Scaling support while maintaining quality was becoming increasingly challenging as the portfolio grew.
Why RecNation Chose Lumio
RecNation needed a support system that could integrate deeply with SiteLink, understand RV and boat storage nuance, follow facility-specific business rules, respond instantly with no wait times, operate 24/7, generate structured tasks in Zendesk and HubSpot, and scale across a rapidly growing portfolio.
Lumio delivered this through:
Deep Facility Intelligence
Reads live SiteLink data to handle reservations, billing, access issues, and availability checks with high accuracy.
Highly Configurable Workflows
Adapts to each facility's rules, policies, and exceptions.
Consistent, High Quality Conversations
Handles nuance better than outsourced agents and always follows RecNation's rules.
Seamless Team Collaboration
Creates clear, structured tasks so the team can follow up efficiently and prioritize high value customers.
The Impact
A Leaner, More Scalable Support Operation
After deploying Lumio, RecNation saw immediate operational improvements:
More Than 90 Percent Call Deflection
Only one in ten calls needed human involvement.
Significant Savings on Call Center Spend
Reduced reliance on the third party call center, resulting in meaningful cost efficiencies.
No Additional Headcount Needed
The same team now supports more facilities without hiring.
Improved Tenant Experience
Tenants now receive immediate, accurate support around the clock with no wait times.
More Productive Team
The remote customer success team can now focus on high value follow ups, sales, and complex issues.
A Support Engine Ready for Expansion
RecNation unlocked true operating leverage: more facilities supported at lower cost with higher consistency.
Looking Ahead
As RecNation keeps growing, Lumio will be right there with them as a strategic partner. With a leaner cost structure and a more efficient support operation, RecNation is set to expand faster and offer a better customer experience for customers storing RVs and boats.