Today’s episode will be the final episode on our special series covering our report on the State of Technology in Self Storage. We discuss our main takeaways from analyzing over 2 million customer conversations used to optimize day to day operations, and cover topics including patterns in customer inquiries, most frequently asked about unit size and amenities, and much more.

If you haven’t already, go download the second edition of our industry report directly on our website We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.

Mentioned in this episode

Understanding Customer Inquiries: Service vs. Sales

Our analysis revealed distinct patterns in customer interactions, primarily divided into service-related and sales-related conversations.

Operational Efficiencies Through Automation

Automated systems are proving to be a game-changer in managing routine tasks, significantly reducing the operational burden on staff.

Trends in Customer Behavior

Our analysis unearthed interesting trends regarding customer preferences and behaviors, which can inform targeted marketing and service offerings.

The Rise of Digital Communication

Digital channels are becoming the preferred method for customer interactions, offering opportunities for real-time engagement and support.

Seasonal Variations and Customer Needs

Our data also highlighted seasonal patterns in customer inquiries, which can help operators anticipate fluctuations and adjust their strategies accordingly.

Looking Ahead: Personalization and Precision

The future of self-storage lies in leveraging data to offer personalized experiences and optimize operations based on precise customer insights.

As the self-storage industry continues to navigate a technology-driven landscape, understanding and adapting to customer needs through data analysis will be key to staying competitive and delivering exceptional service. Our findings underscore the critical role of automation, digital communication, and personalization in shaping the future of self-storage operations.

Hoping to stand out in this competitive landscape and focus inwardly on improving operational efficiency, operators are looking to the integration of innovative technology and the inclusion of customer-centric amenities within their facilities.

Today’s episode will be part 2 of 3, where we'll touch on the state of technology being utilized today throughout the industry. We start by breaking down the different tools available to operators, big and small, to help run their day-to day, plus how automaton can make you a better operator.

Mentioned in this episode:

Intro to Technology

We asked ourselves the following questions.

Online Presence Breakdown

The rise of digital marketing has created different touch-points for customers to engage with your brand. Prospects are now further down the marketing funnel when they eventually talk to your store team. They will have already visited your website, read some reviews, and perhaps browsed through your rates. You have to ensure you can service prospects and tenants wherever they are.  

Back of Office Breakdown

The back of office tech stack is the core of running and operating your self storage operations. These tools help an operator easily manage, monitor, and run their stores and their teams. These directly impact operations, revenue, and tenant management and support measures.

Facility Operations Breakdown

Over the last year there’s been a big push on this front. We’ve seen a lot of good stuff at trade shows related to state of the art hardware and software tools. These tools are helping operators streamline facility operations by helping to reduce operating costs and drive a renewed focus on their IN-STORE customer experience.

If you haven’t already, go download the second edition of our industry report “The State of Technology in Self Storage”. We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe.

We also unpack over 2 million conversations with customers in the past year. We think you’ll really like it.

Stay tuned for Part III where we explore the entirety of swivl’s conversational data trends and how AI is impacting Self Storage today.

Consumer behavior has changed and operators need to rapidly adopt technology to stay current in today's economic landscape. Just last week, we put the final touches to our newest edition of the State of Technology in Self Storage. Building off of two years of data and a mass surge towards AI-driven experiences, the report highlights unique insights to showcase how new technologies are affecting the industry.

This special series will be divided into three episodes, going over the main sections of the report:

Today’s episode will be part 1 of 3, where we will explore the trends we uncovered from our data and, how operators are adapting to what we call, the Modern Customer.

Mentioned in this episode:

A Year in Review

Trend 1: Efficiency Matters

Trend 2: Conversations as Meaningful Experiences

Trend 3: Augmented Intelligence

Trend 4: Breaking Silos

Common Thread: The Modern Customer

Stay tuned for Part II where we explore the technology and customer-centric amenities that operators are investing in to stay competitive.

In this episode, we nerd about about all things genAI — a year in review:

It appears that there is a continuous stream of groundbreaking advancements in the realm of artificial intelligence, occurring on a weekly basis.

At the end of October, the Biden Administration released a sweeping order on artificial intelligence with the goal of promoting the “safe, secure, and trustworthy development and use of artificial intelligence.”

In today’s podcast, we nerd out on the key points of the executive order, the winners and lowers of the new guidelines, and dive into how it affects the technology landscape as it relates to the Self Storage industry. Enjoy!

In this episode, we discussed:

In today's episode, we'll be discussing QR Codes, these black and white -like codes you often see in Restaurants nowadays. We will dive into remarkable resurgence of QR codes in the wake of the pandemic, examining how this technology is being utilized in various fields, and explore the unique challenges and opportunities it presents for self storage operators.

http://spot.is

http://www.qr-code-generator.com

https://www.the-qrcode-generator.com/

Today’s podcast explores AI as an umbrella term, capabilities, limitations, and get a glimpse of what the future holds for this technology.

Rodolfo did such a good job at explaining this topic on a recent CSSA webinar, that we decided to play you the entire conversation. For more on AI topics, dive into some of our most recent episodes.

Topics Explored:

AI is all the rage right now. But what exactly is it? It’s thrown around as a buzzword and can often be a blanket term that encompasses a broader set of tools and technology. So let’s chat about what is and what is not AI.

Topics Explored:

In the later part of the episode (44:24), we hear from operators who have gone through the decision-making process and learn about their experiences with different facility management software.  Stay tuned for valuable insights that can guide you in selecting the best software partner for your self-storage business.

The Importance of Selecting the Right Facility Management Software (FMS) 

Core Features to Look for in Facility Management Software

Scaling Up: Finding the Right Fit for Your Growing Business

Understanding the Data Structure and APIs

Analytics and Reports

Cost Considerations

Tech Support and Onboarding

Customer Experience and Integration

========== Operator Conversations =========

Grace Totty on Choosing the Right FMS (44:24)

Brett Copper on Choosing the Right FMS (1:10:40)

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Back to the episode (1:17:50)

Essential Questions to Ask When Evaluating an FMS

Wrapping Up and Looking Ahead

In our tenth episode, we dive into the five different levels of automation, from manual processes to more advanced use of technologies, and examine how they are transforming the way humans work. We walk through the challenges, benefits, and exciting opportunities that we can expect from automation, and how these might come intro fruition in this dynamic and ever-evolving industry.

Topics we explore

Timestamps