Utilizing Technology • Section 9
behaviors continue to move rapidly toward the utilization of self-service automation and 24-7 sales solutions within the self- storage sector. Both kiosks and call centers are driving a more effortless self-storage experience to answer the demand.
W
Understanding Kiosk Trends In an industry that typically serves customers in person between the hours of 9 to 5, incremental sales and reduced labor costs represent the top drivers that motivate own- ers to integrate self-service kiosks. In turn, the reality of losing recur- ring business to nearby competitors marks the kiosk as one of the most prominent strategic solutions. This is because the kiosk is always onsite to take care of a new renter—keep- ing a facility open when others in the marketplace are closed.
It is important to understand
that the critical people who drive kiosk successes are site employees on the front line. And the value one gets from implementing a kiosk is directly related to how a facility’s site employees embrace the new technology. In addition to increased profits, successfully deployed kiosks are giving owners the opportunity to reduce costs and eliminate errors while improving overall customer satisfaction and convenience.
The growth of self-service
move-ins through kiosks over the last four years is illustrated in Chart 9.1. In 2014, self-storage shoppers used onsite kiosks to rent 39,919 storage units totaling over $40 mil- lion in new sales for storage owners throughout North America.
Self-service kiosk payments in
2014 are illustrated by day of week in Chart 9.2. Last year, storage ten- ants completed 251,921 self-service payments
through onsite kiosks,
representing a total of over $28 mil- lion in cash flow.
2016 Self-Storage Almanac 105
ith today’s advanced technology, self-storage owners and operators are able to achieve numerous benefits by integrating added self-service channels. Consumer
Timing Of Transactions Kiosks give owners and operators the ability to conduct busi- ness both during and outside of normal office hours, thereby helping to maximize income for self-storage facilities. While of- fice hours tend to vary be-tween individual self-storage stores, for the purpose of analysis, normal office hours are defined as:
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