FUTURE INSIGHTS

Unlocking the benefits of automation

Over the last two years, the pandemic has necessitated change and delivered years’ worth of transformations across all industries. Self storage has been no exception. In the SSAA Industry Snapshot 2021, one of the trends leading operators cited as continuing to influence the industry was automation.

Many self storage owners in Australia and New Zealand are embracing automation to improve operating efficiency and enhance customer experience. The onset of COVID-19 created an imperative for operators to explore automation more seriously, as widespread pandemic restrictions meant contactless move-ins became commonplace.

While many had the foundation systems and technology in place, now is the time to consolidate the learnings and cement these processes as business-as-usual, since these digital habits are here to stay. Many customers are trying to limit their physical contact and it’s unlikely any industry will revert to the way things were. As we now know, everything can change overnight.

Operators with facilities under construction are embracing smart access systems and keyless entry, “The opportunities for automation in self storage now extend well beyond websites and contactless move-ins. How are you driving automation internally in your business?

citing customer expectations and future opportunities as the main drivers behind decision-making. Redesigning operating processes has become the norm for others, ensuring contactless operations can proceed. The opportunities for automation in self storage now extend well beyond websites and contactless move-ins. How are you driving automation internally in your business? Consider where you could be streamlining or digitising internal processes (we are all beyond paper now)? Would a custom dashboard with real-time key insights save you or your team time and add value to your operations? What about using the data and insights gained from your digital footprint to optimise your marketing spend? These types of automations are now easily and cost-effectively achieved. The extent to which automation is used to drive operational efficiency will be the key to unlocking greater productivity and performance. In this new era, operators also cite superior digital capabilities and seamless customer experiences as means of competitive differentiation. Having an exceptional digital customer experience that guides straight through from enquiry to move in is one way to improve your conversion rates. Ensure you’re meeting your customers where they are – be contactable via a range of channels including on socials or via chat. Customers now quickly grasp new technologies, so capitalise on this to improve their overall experience. As needs and behaviours change, so too must the industry. Operators who can respond to these changes, refocus rather than resume, and reimagine their offering in this new normal are the ones who will thrive in years to come. l

For more insights, download the SSAA Industry Snapshot from the Member Portal.