Tech-Enabled Tenancy

Covid certainly brought change to our world. Many industries had already begun transitioning to more of a remote, or unmanned model for daily activities. In Self-Storage, the need for remote leasing morphed into a popular way to do business. As Tenant Experience becomes more important, remote leasing can improve the experience by meeting the tenant when and where they wish to do business (any time and online). In addition to offering a better Tenant Experience, remote leasing and management makes staffing a facility easier as well. But to be successful, it requires some specific technology capabilities.

Management software is the foremost need for any Storage facility. But for remote leasing, the features are even more critical. Since we are not staring over a counter at the new tenant, we need the software to be able to send out a lease, allow for e-signature, and then store the signed copy seamlessly. A manager also needs the ability to communicate with tenants electronically instead of relying on office hours. Being able to text and email through the Management software is an incredible advantage since all conversations are saved internally without having to copy and paste. Finally, an automated lead follow-up process is another very useful feature for remote-managed facilities. 

A website that allows for online rentals is nearly a requirement in Storage. For all facilities! Add in a Chatbot such as Swivl and the tenant experience (and closing rate) is much improved!

The phone can be one of the biggest challenges for a remotely operated facility. You can outsource that to several dedicated Self Storage call centers or you can answer the phones yourself. If you decide to do it yourself, a software platform like CallPotential greatly improves the process. The data collection alone is worth the cost, but it gives you other options such as an automated collection module also. You can create your own script for each facility and adapt it for new specials or discounts as often as you want. The tenant experience is much improved by having a consistent message from the Management team. 

A remotely run facility faces the biggest challenge from prospective tenants who show up to rent a unit. This situation is typically dealt with in 2 different ways. The first is to utilize signage, including a QR code, that will direct the prospective tenant how to go online to rent or what number to call. The second way is to get more creative with technology. 

Many facilities utilize technology onsite by using a kiosk for onsite rental. A kiosk can be a commercially available unit that can be easily installed. Or an owner can create a ‘homemade’ version. A homemade kiosk can be as simple as a touchscreen connected to a computer. The computer can be located behind a wall, allowing the tenant to only access the screen. The screen can be locked into the facility website so there is no surfing allowed. I know some owners that also install a ring doorbell system near the screen so they can see the prospect and talk to them while they are renting, giving it that personal touch.

Five or 10 years ago, a security camera system was installed for advertising as much as effectiveness. A system would contain 4 to 8 cameras in the major areas of a facility. If something were to happen, hours might be spent running back grainy footage to see what happened. Then the tricky part of trying to send that video to local law enforcement.  Now we have state-of-the-art systems with facial recognition, cloud storage, talk-down ability, and nearly unlimited camera capabilities. 

Camera systems can still be used for law enforcement and security. But they are capable of much more now. Wonder how much time your local labor is spending on-site? Ask the system to track by facial recognition. Worried about tenants staying in units? Have an alert sent to you when the system detects human-sized activity during certain hours or in certain areas. And with 24, 32, or more cameras, you can see all areas of the facility. You can determine if there was a mattress dumped or a unit door left open. 

Access control systems are another common system at storage facilities. Safety and security are what tenants prize, after all. But it can be a little more complicated at remotely run locations. The older style of gate systems allows for codes to be inserted into the system at the facility. That’s not an option, of course, if you don’t have someone locally! Access control for remotely run facilities must be connected to the management software and also be able to be accessed remotely. The Management Company must be able to open the gate from their offices if a tenant is having a code issue. Or if a keypad stops working.

Another benefit of the new access control systems is smartphone compatibility.  Most systems, such as SpiderDoor, come with an app that can be downloaded to the tenant’s phone. This app allows them to access the facility without having to memorize a code. A massive improvement to the tenant experience. Additionally, the app also allows the tenant to make a payment on their unit. Bonus! 

One of the most common questions about running remote facilities is how do we Overlock past due units without a team member on site every day? Very simply! There are several companies offering solutions to this challenge. Vendors such as DaVinci and SpiderDoor supply lock systems that can secure past-due units and still not inconvenience tenants too much. In previous days, a local person would place a keyed red lock on the unit securing it. Then, once the tenant paid, that same person would have to go out to the unit and remove the lock. Now the lock systems involve combination locks and apps that allow for a tenant to be sent the unlock code once they make their payment. A massive improvement in tenant experience. 

Our company also uses a facility maintenance software platform to better communicate with our onsite personnel. This platform allows us to communicate tasks and duties to the onsite personnel better than by texting or emailing. It also allows the onsite person to complete a unit audit much easier than by using paper and pencil. Recurring tasks such as HVAC filter changing and checking gutters can be set up as recurring work orders in the app. It also allows for pictures to better document any issues found on site. 

There is a lot of technology that can be utilized by a remotely operated facility. But the interesting part is that all of it can be utilized by a traditionally operated facility as well. Management software, access control, and camera systems are not exclusively for remote facilities. The focus should always be on what makes for the best tenant experience. (And what makes the owner the most money!)