The Value of Web-Based Management Software in a Challenging and Changing Self-Storage Market

Mar 18, 2010

After replacing DOS systems in the late 1990s with a Windows platform, more self-storage operators are looking to newer software applications, including Web-based ones, to fill gaps in their aging Windows systems. As with most upgrades, storage operators evaluate the payoff from new software. What makes the new product an investment, not an expense? What is the value, the return on the investment?

Newer Web software applications reduce the cost of ownership and bring in rentals. How so? Web systems share information with other users and facilitate rentals. Unlike Windows programs, Web systems connect to other platforms in real time―platforms such as your website, call centers, kiosks and off-site users, which now offer services around the clock that were previously reserved to managers and limited to business hours.

A User-Friendly Package

Today, most self-storage facilities have a website. That’s a good start because tenants increasingly rely on the Internet to find products and services and make purchases. Websites offer more information than phonebooks—they tell a facility’s story and engage customers by offering rates, specials, unit sizes and more. Google maps let clients visualize their way to your store and picture where they will be storing. Attractive websites grab customers’ attention; displaying pricing and specials in a smart way draws customers in so they reserve units online or by phone.

To get the most out of your online presence, your management software has to feed its rates, specials, availability and more automatically, without anyone’s action, and all in real time. The right software will offer tenants the same information and service via your website as your managers do in person or via phone, all in a user-friendly, inviting package.

With your management software connecting with your website, securely and in real time, prospective or existing tenants can:

View prices or price ranges, including specials
Use coupons and view promotions
Select from a list showing availability of unit sizes and types
Reserve units and complete the move-in process
View their balance and payment history
Make payments by ACH/bank draft or credit card
Track inventory stored in their unit

Your management software can link to and exchange those and other items with your website, usually at no charge. Growing your online presence by combining your website with the right management software is easy and almost free and instant.

Sharing Information Reaps Rewards

Self-storage management software can securely share information with other platforms such as kiosks to ensure the growing success of your company. “Information is a valuable asset,” says Robert Chiti, president and CEO of Opentech Alliance Inc., maker of the INSOMNIAC kiosk. “Owners should demand their management software securely share pricing, including variable rates, marketing questions, specials, and availability to gain a clear business advantage.”

To rent more units, more owners give tenants convenient access via websites, call centers and kiosks. In the past, rentals only took place at the counter. Older programs had to merely ensure managers could easily access unit inventory and pricing. Newer programs integrate and securely share data with these platforms to allow more consumer touch points and the information to reserve or rent units. Kiosks are only effective when interfaced directly to the property-management software to share information in real time.

Access to information in your management software is just as critical for call-center agents. When trained, focused agents share management software with managers, websites and kiosks, they not only serve existing clients but reserve, rent and accept payments in real time. Whenever there’s a change, expect your software to update all users and platforms. Property-management software giving secure data access to all users helps to rent more units.

Many owners and operators enjoy having better access to software data anywhere, any time. Viewing reports on PDAs and smart phones leads to faster, timely decisions. Implementing smart revenue management is fast and easy, but often handled outside storage offices.

New programs let every facility, large or small, implement revenue management, including raising rent in a gradual, carefully targeted and deliberate manner, not sweeping, large jumps that could sending your customers packing. A software’s revenue management must offer you smart settings to filter out customers based on criteria such as length of stay, occupancy, months without rent change, etc.

Sell What You Have, Measure What You Sell

As owners look beyond the counter for generating leads and rentals, management software offers compelling, user-friendly tools to measure leads and present solid metrics about conversion rates. Software can track who generates the lead, how long it took to convert it to a paying rental, and connect with prospects via powerful e-mail campaigns. Newer software delivers sharper tools to evaluate sales efforts and adjust them as needed.

As leads come in, record who your clients are including:

Type of customer (student, military, senior citizen, etc.)
Use of specials or coupons
What they’re storing
Age range

Look for powerful, adaptable and easy data mining in newer programs to help you target your marketing efforts, craft e-mail campaigns, and stay in front of current customers. An e-mail reminder to tenants listing specials for additional or bigger units can yield results. Or remind students at the local university before the end of the school year that you’re still accepting rentals. Connecting with clients and broadcasting your message can be done with the click of a button using today’s management software.

Expand With Confidence

Just as you expect software to always integrate reliably with various other platforms, you can also expect to off-load costly, time-consuming tasks such as sending First Class and Certified Mail. Newer management programs can outsource mail and eliminate postage meters, wear and tear on your printer, ink and paper, labor to fold and stuff envelopes, and visits to the post office.

Because newer systems can share data, such as letters, reliably with other providers, you not only save by outsourcing mail, but ensure you reach more tenants. “Except for First Class letters and Certified Mail, we compare every address with the National Change of Address directory,” says Charles Crutchfield, president and CEO of Accountable Documents Solutions, a Web-based mailing provider. “Before, it took days for the stores to receive a notice of Change of Address and make appropriate changes. Now, owners don’t lose precious days and are able to maintain their past dues, invoicing and lien procedures.”

Eliminate Problems

New, better-designed tools allow today’s software to lower your cost of ownership. Smart software design eliminates the need for backups, and even lowers your credit card rates every time your software exchanges information about a credit card holder. You might be able to eliminate credit card fees altogether when ACH (bank draft) draws rent right from a tenant’s checking account. When you offer ACH to your tenants as the reliable tool it is, you also eliminate credit card fraud and prevent late payments.

Web software systems giving full access to data, reports and electronic billing eliminate trips to the office and reduce labor. Live updates (common with Windows operating systems, Adobe and other programs) reduce costly problems such as time-consuming upgrades via CDs or manual downloads and version conflicts. Restoring your management software when your system crashes becomes instant with Web systems and removes the time and cost of laboriously re-loading system disks and backups—preventing your from losing potential customers who walk out and rent elsewhere.

More owners focus on operation and growing rentals in a challenging market. Newer software programs offer the tools to get the most out of your website and generate leads, reservations and even move-ins.

Using Web systems, self-storage facilities can share powerful information, previously limited to managers behind counters, with websites, call centers, kiosks, and off-site users such as accountants and investors. More storage operators are discovering these and other methods to maintain growth in a changing market. Now is the time to discuss the next step as companies large and small upgrade their software systems.

Markus Hecker is the chief operating officer for SMD Software, which offers SiteLink and SiteLink Web Edition for managing self-storage and mobile-storage facilities. For more information, call 919.865.0789; e-mail [email protected]; visit www.smdsoftware.com.

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Storage Solutions Offers Free E-Waste Recycling

Mar 17, 2010

Storage Solutions has joined the GREENspot DROPoff network of free and convenient e-waste recycling DROPoff locations in California.

“We are so excited to be part of the GREENspot DROPoff network. Going green has been a strong initiative for Storage Solutions and we are proud to be able to offer the public our self-storage facilities as free places to recycle their e-waste,” said Jae Ho, operations manager.

GREENspot DROPoff locations accept e-waste such as old ink and toner cartridges, cell phones, computers, monitors and other electronic waste. Companies who use GREENspot DROPoff pay a nominal fee for e-waste pickup.

GREENspot DROPoff also partners with schools to educate students on recycling, and donates $1 to local schools for every eligible piece of e-waste recycled at a DROPoff location.

Storage Solutions, a division of Union Development Co., has19 self-storage facilities in Southern California.

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Highland Village Self-Storage Owner Runs for School District Seat

Mar 17, 2010

Mike McDaniel, owner of Preferred Self Storage in Highland Village, Texas, is running for Place 3 on the Lewisville Independent School District (LISD) Board of Trustees. He will race against incumbent Tommy Kim and Jeff Knapp, a certified public accountant, in the May 8 election.

A total of nine candidates are running for board seats. McDaniel, a Highland Village resident, served on the board from 1998 to 2004 and is a former administrator at Lewisville High School (LHS).

McDaniel is also an ordained deacon and serves on the Denton County Child Protective Services board of directors. For the last three years, he has served as president of the LHS Grand Ball Booster Club, which hosts an annual prom for special-needs children. Last year, McDaniel and his wife, Linda, were recipients of the Inside Self-Storage Humanitarian Service Award for their participation in this event since its inception in 1985. In addition, McDaniel has been awarded an Honorary Life Membership by the Texas Congress of Parents and Teachers.

McDaniel said he has been recently moved by several compelling issues to seek a position on the LISD Board. He has concerns about the search for a new superintendent that will take place this summer and the districts pan to purchase some new field houses.

Source: Lewisville Leader Star, McDaniel becomes ninth candidate to run for LISD

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Goal for SST: 3,000 Users by July 4

Mar 17, 2010

Self-Storage Talk, the online forum for Inside Self-Storage, has seen several numerical milestones recently. Autodoc crafted his 2,000th post and Gina6k, her 1,500th. Several others have surpassed 500, and a few are approaching 1,000.

In the spirit of milestones, I issue this challenge to the Self-Storage Talk community: Let's reach 3,000 users by a day that has quite a bit of significance itself: July 4.

Today, St. Patrick's Day, we have approximately 2,660 members, which means we're 340 shy of 3,000. There are 108 days until July 4, which means the site must register, on average, at least three to four people every single day to hit the mark.

Sounds ambitious, right? It is. But it's certainly attainable. In fact, since January the number of new users on the site has grown faster than at any other time. Here are the numbers: 135 new registrations in January (31 days), 93 in February (28 days) and 76 in the first 15 days of March.

In other words, we're on pace to make this happen. The key will be to maintain the rapid growth by reaching out to industry colleagues who haven't registered and getting them on board. We shouldn't have to twist their arms too much. Registration is free, and it provides access to one of the best resources in the industry, where people can post questions, share challenges and get quick feedback.

If you're not familiar with the forum, visit the site and check it out. If you like what you read and you want to participate, join by registering an account. And remember—simply visiting the site and looking around won't help. Get a username and become part of the community.

Already registered? We need you to spread the word. Whenever you're conversing with coworkers or colleagues—at association meetings, for example—mention SST and tell people how to register. Become more active on the forum, and direct people to read your posts and comments. You might even mention the forum and the 3,000 users goal in your blogs, Twitter posts or other outlets.

Sure, 3,000 is just a number, but the way SST is growing is more than just a number. Let's celebrate the fruits of our labor with fireworks. What do you say?

Extra Space Storage Hollywood Donates Units for Haiti Relief Effort

Mar 17, 2010

Extra Space Storage Inc. is donating space at its Vine Street self-storage facility in Hollywood, Calif., for groups collecting supplies on behalf of Haiti earthquake survivors. The supplies are coming from various donations, benefits and fundraisers in the Los Angeles area.

Miel Goodwin and Dina Joseph, volunteers from Brown Crown Media, are working alongside actor Omar Epps, relief foundation Yéle Haiti, radio station KDAY-FM and others to collect clothes, shoes, non-perishable foods, tents, tarps, insulation, water, medical supplies and baby products. The volunteers have established donation centers throughout the region, including the Extra Space facility in Hollywood. Goodwin and Joseph spend their Saturdays to packing and sorting items for shipment via the U.S. military and United Nations.

“We are still working through some issues with entry via ports and airplane into the country,” said Goodwin. “We can’t move these donations as quickly as we would want. That is something to be expected with any natural disaster, so it’s critical to have a staging site for shipping supplies.”

Individuals interested in making a financial contribution to the relief effort can visit Yele.org, the organization started by Haitian musician Wyclef Jean. There are food and clothing donation sites in Hollywood, West Covina, La Verne, Palo Verdes, Cahuenga and Santa Monica, Calif. For more information about relief efforts being made in Los Angeles, visit Browncrownmedia.com. Questions about donations, times or volunteering can be e-mailed to [email protected].

Headquartered in Salt Lake City, Extra Space is a self-storage real estate investment trust that owns or operates 766 self-storage properties in 33 states and Washington, D.C. The Company's properties comprise approximately 510,000 units and more than 55 million square feet of rentable space.

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Temescal Canyon Storage in California Adds Solar RV Parking

Mar 17, 2010

Solar Power Inc. (SPI), a solar developer, is designing and building an elevated RV parking structure for Temescal Canyon RV LLC in Riverside County, Calif.

The structure will incorporate a 1.75 megawatt DC-solar system using SPI solar modules. The storage facility will have 400 stalls, 280 of which will offer covered RV parking provided by the elevated solar system. Construction begins this month, with the project slated for completion by July.

This is the second project SPI has performed for the property-management group developing the facility. In 2008, SPI developed a 160 kW system for the Temescal Canyon Storage Center, which is adjacent to the site for the new RV storage.

Source: Marketwatch, Solar Power, Inc. Awarded Contract to Develop World's Largest Elevated Solar Recreational Vehicle Parking Structure

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2009 Self-Storage Kiosk Use Statistics Released by Opentech Alliance

Mar 17, 2010

Phoenix-based OpenTech Alliance Inc., developer of the INSOMNIAC line of self-storage kiosks, released a white paper regarding consumer use of its products in 2009. The paper includes statistics showing how self-storage customers have used and benefited from kiosks in the past year.

Last year, INSOMNIAC kiosks collected approximately $13 million in self-storage rental fees throughout the United States and Canada. OpenTech had 311 kiosks online as of Jan. 1, 2009; another 208 were added throughout the year. The units were used by consumers to rent 11,951 storage units, make 122,313 payments, and purchase 6,305 door locks. The kiosks rented a total of 297 units during the year’s 11 major holidays, collecting a total of $354,329 in rental fees during those times.

The statistics show that credit cards were the preferred method of payments at the kiosk, with 52 percent of transactions paid for using this method. The balance of the transactions was paid with cash (30 percent) and check (18 percent).

In addition to the white paper, OpenTech has developed a guide of best practices to help self-storage owners get the most value from their kiosk. This guide as well as the complete 2009 Kiosk Usage White Paper is available for download at Opentech.com.

OpenTech products and services include seven models of INSOMNIAC kiosks ranging in price from $5,000 to $18,000, INSOMNIAC Live! call-center services, and the INSOMNIAC Self Storage Network for online reservations.