Self-Storage Automation Demystified By Christine DeBord


Fact Vs. Fiction I


n recent years, the topic of automation has gained the attention of owner-operators of all sizes within the self-storage industry. While automated self-


storage facilities have certainly existed for quite some time, the interest in automation seems to have reached a fever pitch in the past 18 to 24 months. The onset of COVID-19 left most of us evaluating business practices and looking for ways to improve efficiencies, with many turning their attention to automation tools to provide a seamless rental experience for tenants both online and offline. Despite the ever-growing emphasis on automa- tion technologies for self-storage operations, the fact remains that many misconceptions about what automa- tion is and how it relates to storage operations remain prevalent in the industry. One of the most recurrent myths is that “automation” and “unattended” are in- terchangeable terms. While it may be true that some unattended self-storage properties have adopted vari- ous types of automation technology, the simple fact remains that “automation” and “unattended” are far from synonymous. In what follows, we’ll examine what automation technology is, how automation differs from the unattended management model, and how automa- tion technology can fit into any self-storage operation— whether traditionally managed or virtually managed.


Automation Technology Defined To start, let’s simplify the definition of automation. For self-storage purposes, it may be helpful to replace the term automation with automatic. When you think automation, images of large factories with complex machinery assembling cars or milling lumber are eas- ily conjured. Conversely, when you think of automat- ic, things like automatic transmissions and automatic replies to email may come mind. We well know that automatic transmissions certainly don’t equate to “driver-less” cars; rather, automatic cars simply require


fewer repetitive tasks for the driver to operate the vehi- cle. Simply put, automatic actions cut down on the number of repetitive and cumbersome tasks so that employees and customers alike can complete these actions in less time and with less effort. Perhaps the simplest way to think about automatic actions in our business is to think about autopay. As we all know, autopay allows for self-storage tenants to self-select for recurring payments to be made automatically each month. Autopay technology is used in many self-storage operations today because it cuts down on the number of actions self-storage tenants need to take to pay their bill. It’s easy to see how autopay has time- saving benefits for both unattended and traditionally man- aged self-storage facilities because it allows customers to “set and forget” their payment information.


Breakdown Of Automation Technology While automatic actions or automation technology is far from synonymous with “unattended,” it is important to note that this type of technology does enable efficiencies for employees. Let’s look more closely at some of the tech- nology that’s available to self-storage owner-operators to- day and what efficiencies these technologies can provide.


1. Websites And Automating Communications And


FAQs (Unit size guide tools, online or mobile ID veri- fication, e-leases, online “wait lists”) - By now it prob- ably comes as little surprise that a robust website and digital presence is a necessary component to operat- ing successfully in self-storage. In a recent survey taken from a sample of 25,000 self-storage renters throughout the U.S., more than 42 percent of respondents said they began their search for storage space by looking for pric- ing or reviews online. Another 20 percent of respondents searched for the facility phone number online to call and inquire about availability or pricing. In today’s consumer landscape, where more than half of rental inquiries begin


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October 2021


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