How Space Station Increased Contact Rates and Cut Admin Time with an AI Agent

How Space Station Increased Contact Rates and Cut Admin Time with an AI Agent

Introduction

When Space Station began expanding across the UK, they were handling hundreds of inbound leads every week—from people moving house to businesses looking for extra space.

But as their footprint grew, so did one major challenge: reaching customers quickly enough.

“We had lots of inquiries coming in, which is great,” says Vlatka Lake, Head of Marketing at Space Station. “But sometimes getting hold of those customers wasn’t so easy, especially the ones coming through after hours or overnight.”

The team knew that by the time they followed up the next morning, many of those prospects had already found an alternative solution.

For a fast-moving, competitive industry like self-storage, that delay meant lost revenue and wasted effort.

The challenge

Space Station’s sales team prided itself on offering a personal touch, but the realities of modern demand made that difficult.

Leads arrived 24/7, through the website and online advertising, yet customers often expected an instant response.

“By the time our sales team tried to call them the following day,” Vlatka explains, “they were already sorted elsewhere, or we just couldn’t get hold of them. It was frustrating.”

The result was more admin, longer response times, and a growing number of uncontacted leads.

How Uniti AI helped

To solve this, Space Station partnered with Uniti AI, introducing an AI agent named Olivia to handle inbound leads across email and SMS.

“The email conversations are really good, they sound natural,” says Vlatka. “We don’t have to use templated emails anymore. They’re shorter, more conversational, and more like what you’d get from a real person.”

Previously, both their email and SMS communications were one-way; messages went out, but replies couldn’t come back through their CRM.

Now, Olivia enables a genuine back-and-forth with customers, automatically handling queries while keeping the tone consistent with Space Station’s brand.

“With our Olivia AI agent, it’s a naturally sounding conversation. Having those two interactive channels has been really, really good for us.”

The results

The impact was immediate.

Olivia’s quick, natural communication not only engaged customers faster, but also made them more receptive when the sales team followed up.

“It almost prepares the customer,” Vlatka explains. “They’re more receptive to our phone calls.”

Since implementing Uniti AI, Space Station has recorded measurable improvements across multiple sales metrics:

“In some industries that may seem small,” Vlatka says, “but for us, it’s a big impact. We’re really happy with that.”

The impact

Beyond the numbers, Uniti AI has transformed how the team operates day-to-day.

“It’s reduced the amount of administration our sales teams have to do,” Vlatka says.
“We used to have so many manual steps—now they can just focus on interaction with the customer.”

With Uniti managing routine emails and texts, salespeople can spend more time helping real customers and less time buried in admin.

And because Olivia captures and qualifies leads instantly, conversations with new prospects now start warmer and more productive.

The human-like quality of the AI’s responses has even surprised staff and customers alike.

“We’ve had people call or visit stores asking to speak to Olivia,” Vlatka laughs. “Olivia doesn’t actually exist, which just shows how natural the conversation sounds.”

An unexpected bonus

The benefits went beyond efficiency and conversions.

Space Station has seen a noticeable rise in positive online reviews, which is something they didn’t anticipate when rolling out Uniti.

“We’ve always had a strong review score,” says Vlatka, “but we’ve seen more reviews mentioning the great service from our teams. I think that’s because our staff now have more time to focus directly on customers.”

Would she recommend Uniti?

“Yes, I absolutely would recommend Uniti, without any hesitation"

We’ve seen increased contact rates, increased conversion rates, and stronger relationships earlier in the process. It’s saved our teams so much time on admin tasks, and it’s been really worthwhile. We absolutely love it.”