Customer experience is currently one of the most popular topics in self storage, so it’s no surprise that facilities are facing increased expectations to differentiate themselves. In a recent study conducted by Deloitte, companies that considered themselves customer-centric were 60% more profitable than companies that were not focused on the customer. As facilities continue to focus more on acquiring new business through an improved customer experience, owners and operators need to adapt quickly to keep up to avoid losing potential revenue. In this three-part series, we will explore the opportunities self storage businesses have to improve their on-site experience through their existing security system – starting with mobile technology.
Mobile technology isn’t a new concept in self storage, but it’s no longer a value-added feature. Rather, mobile accessibility has become an integral part of the customer experience. The most obvious reason self storage operations offer a mobile app option is because it simplifies the process of entering, exiting and navigating your property. Through the app, tenants can access the gates, doors and elevators with the tap of a finger — there’s no getting out of the car at the gate, no keys to lose, no keyfob to replace and no combination codes to remember.
Additionally, mobile access control apps provide tenants with custom push notifications for their account activity. If there’s any unusual unit activity at your facility, the tenant can be alerted in real-time. Even when they’re off-site, tenants enjoy the peace of mind that comes with visibility into their unit status because it gives them a sense of personal control. Lastly, mobile payments create another layer of convenience, especially for those delinquent tenants who are forced to pay after being denied access on site.
Stay tuned for the next part of this series as we discuss the unforeseen benefits of implemented technology and how to leverage it to improve your customer experience!
For more information, contact PTI Security Systems.