Pain point
Managing After-Hours Access Issues and Customer Enquiries
Our client manages multiple self-storage locations where customers access their units at any time, including late nights and weekends when facilities are typically unmanned.
During after-hours periods, this led to:
- Customers facing access issues (gate entry problems, lockouts, incorrect codes)
- Slow or missed responses to time-sensitive enquiries
- Customer frustration due to lack of immediate assistance
- Staff having to handle enquiries outside regular working hours
- Inconsistent resolution of issues across different locations
Where the Breakdown Happened
Our Solution
What happens when a customer can’t access their unit late at night—and no one is on-site to help?
- Outpost handles incoming customer requests across all communication channels during after-hours
- Every message is acknowledged promptly, ensuring access issues (e.g. gate entry problems, lockouts) are addressed quickly
- Each request is reviewed using a simple handling approach, with key details captured clearly
- Urgent issues are escalated to the on-call team when required
- Routine enquiries are logged and organised for follow-up
This gives the team a clear, structured view of all after-hours activity—so they can start the next day knowing exactly what needs attention.
After-support Hours:
Mon-Fri: 530pm to 11pm
Saturdays: 2pm to 11pm
Sundays: 9am to 11pm
Inclusive of Public Holidays
Saturdays: 2pm to 11pm
Sundays: 9am to 11pm
Inclusive of Public Holidays
Following implementation, the company achieved:
- 100% of after-hours enquiries answered
- Faster response times for overnight emergency calls
- Reduced missed calls during after-hours periods
- More efficient use of on-call technicians
This allowed the company to maintain reliable after-hours coverage without increasing manpower, while ensuring emergency situations are handled promptly.
Meet the Team
Contact Centre managed by Isabelle, with 2 years experience working across different SMEs
Calls and WhatsApp messages and calls handled monthly
Integrated With Client Systems
For real-time logging and escalation
“We were initially cautious about outsourcing after-hours support, as consistency and accuracy are important in our operations. Since implementing Outpost, responses have been timely, and all enquiries are properly logged and escalated where needed. It has brought more structure to our after-hours processes and reduced the load on our team.”
