Insider 131

Insider

131

JULY 2023

MAGAZINE OF THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

TECHNOLOGY & AUTOMATION Cyber Security What you need to know AI set to revolutionise self storage

AWARDS FOR EXCELLENCE SSAA 2023-2025 Strategic Plan INDUSTRY NEWS | HUMAN RESOURCES | OH&S | LEGAL | TRADE DIRECTORY

Join us for the self storage event of the year Melbourne | Nov 14-16 Grand Hyatt Collins Street

Convention 2023 brings together the self storage industry over three incredible days this November in the heart of Melbourne. > Facility tours and workshops > Panel discussions and keynote sessions > Social events and networking opportunities

Don’t miss your opportunity to connect, learn and explore what’s driving the fundamentals of the Australasian self storage sector.

Take advantage of the Early Bird offer – ending 31 August 2023.

To learn more and explore the program, visit www.selfstorage.org.au PLATINUM SPONSOR

MAJOR PARTNERS

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CONTENTS 3

SSAA BOARD OF DIRECTORS

20

Chairman – Michael Alafaci Storage King Group, New South Wales Aaron Alsweiler Safe Store Self Storage, New Zealand Ned Coten City West Storage, Victoria

David Daddow Able Self Storage, South Australia

38

Brent Hayes Store and More Self Storage, Victoria

Sam Kennard Kennards Self Storage, New South Wales Anthony Regis Regis Built, Victoria

Thomas Whalan Rent a Space, New South Wales

Adrian Wylde All-Bay Mini Storage, Queensland

© Cover image courtesy of Janus International Group.

REGULARS

8

ADVERTORIAL

22 STATE OF THE INDUSTRY

11 12

OUT AND ABOUT STORMAN ADVERTORIAL

24 AWARDS FOR EXCELLENCE

LIFETIME MEMBERS Mark Bateman David Blackwell Frank Cooney Elaine Coote Liz Davies Dallas Dogger John Eastwood Simone Hill Neville Kennard Sam Kennard Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks Richard Whalan

SSAA STAFF

Makala Ffrench Castelli CEO Sandra Evans Office Manager

Priscilla Lee Member Relations

Georgia Dogger Marketing/Member Relations

www.selfstorage.org.au TOLL FREE – AUS: 1800 067 313 TOLL FREE – NZ: 0800 444 356

T: +61 3 9466 9699

Address: Unit 4/2 Enterprise Drive, Bundoora Vic 3083 E: admin@selfstorage.com.au Connect to our Social Media via our website

Hello HELOX

Automation and your self storage facility: the how and the why

14 SSAA 2023-2025 STRATEGIC PLAN 16 TECHNOLOGY

AI set to revolutionise self storage

18 ADVERTORIAL

A powerful solution

20 CYBER AWARENESS 21

Prevention first, insurance second

SSAA RESOURCES

Cyber security resources

4 6 10 35

Chairman’s Report CEO’s Report Industry News OH&S Big Tech means better safety 36 New Service Members 37 HR Help Desk – AI…EI..Oh! 38 Legal Help Desk – Navigating privacy challenges 40 Trade Directory

Future insights and attitudes

Best Expansion or Upgrade

26 INTERNATIONAL

Compare the pair

28 UNMANNED FACILITY We’ve got questions.

29 AWARDS FOR EXCELLENCE

Service Member of the Year

30 INTERNATIONAL

SSA United Kingdom 2022 Annual Report

by Cushman Wakefield

32 DIGITAL MARKETING

Google Analytics 4 (GA4)

33 TECHNOLOGY

The problem with too much technology

Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au

Designed by: Keely Goodall / E: keely@itsallgood.net.au

Printed by: Homestead Press / E: printing@homesteadpress.com.au Insider magazine (Insider) is published bi-monthly by the Self Storage Association of Australasia Limited (ABN 23 050 341 725). This publication may not be reproduced or transmitted in any form, in whole or in part, without the express, prior written permission of the publisher. While every care has been taken in the preparation and publication of Insider, none of the Insider’s publisher, editor nor any of the publisher’s employees, subcontractors or contributors give any warranty as to the completeness or accuracy of the publication’s content, nor do any of them assume any responsibility or liability for any loss, damage or expense which may result from, or arise in connection with, any inaccuracy or omission in the publication. The views or opinions expressed in Insider are not necessarily those of Insider’s publisher or editor. Furthermore, Insider has the right to accept or reject any editorial and advertising material. All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’. All submissions to Insider may be edited for reasons of space or clarity and opinions expressed in letters published in Insider are those of the author, not of Insider’s publisher or editor.

JULY 2023 INSIDER 131

4 CHAIRMAN'S REPORT

Michael Alafaci Chairman SSAA

“

We’ve been deliberate in our planning to ensure we have the reserves required to address advocacy challenges as they arise – as we continue to work on important issues such as customer goods insurance.

W

hen the Board came together in March this year to undertake our strategic planning, the changing macroenvironment took centre stage. We felt it was important to understand the challenges and opportunities that could influence the sector over the coming years from a range of perspectives – as directors, owners, operators and consumers.

In the months since, whilst inflationary pressures have grown and post-pandemic cultural change continues, the industry remains resilient.

It’s against this backdrop that we are pleased to present our Strategic Direction for 2023 – 2025.

The Strategic Direction will see the SSAA continue to inspire excellence and engagement across the industry, helping our valued members to thrive by providing advocacy, education and support.

The focus on providing high quality research continues, bolstered by additional investment in technology and platforms that will help make this research even more accessible for members.

A renewed commitment to education will see a range of further resources developed to support members as the industry continues to mature.

We’ve been deliberate in our planning to ensure we have the reserves required to address advocacy challenges as they arise – as we continue to work on important issues such as customer goods insurance.

Ultimately, our strategic direction is intended to ensure the industry continues to hold itself to high standards as a well-governed, well-informed and well-regarded asset class. l

Read the SSAA's 2023 - 2025 Strategic Direction on page 14.

INSIDER 131 JULY 2023

www.selfstorage.org.au

6 CEO’S DINK REPORT

Makala Ffrench Castelli CEO SSAA

“

In this edition, we’ve sought out those at the forefront of digital and technological innovations in self storage to bring you the latest trends and insights.

Highway Frontage announces another successful sale  TOTAL STORE BAIRNSDALE,VIC  503 SELF STORAGE UNITS  OFF MARKET NEGOTIATIONS

W

e’re delighted to launch Convention MEL23 – Fundamentals in Focus.

Over three incredible days this November, the industry will come together in the heart of Melbourne. Join us for workshops, panels and plenary sessions led by local and international experts where investors, developers and owners will delve into the fundamentals driving growth across the industry while operators and staff will focus on the key operational fundamentals that will help chart the course in our changing economy.

Of course, we couldn’t get together in Melbourne without exploring some of the local cultural highlights – laneway antics, high-end dining and the local bars that line Flinders Lane to name a few. There’ll be plenty of time for networking and adventuring this November so we’ll hope you’ll join us at the Grand Hyatt Collins Street.

Turning to this edition, we’ve sought out those at the forefront of digital and technological innovations in self storage to bring you the latest trends and insights.

From online sales journeys to self service apps, smart access technology to remotely managed facilities, there are solutions for facilities of all styles, shapes and sizes.

Whether local or international, stalwarts or newcomers – all agree that technology will be integral to the future success of self storage.

Speaking of which – make sure you’re following along with SSAA digitally as well as in print. Join us on LinkedIn for the latest in self storage insights, member news, industry information and more. l

FOR FURTHER INFORMATION

MATT WALSH 0411 880 054

matt@highwayfrontage.com.au HIGHWAY FRONTAGE ARE SSAA MEMBERS

INSIDER 131 JULY 2023

www.selfstorage.org.au

8 ADVERTORIAL

Hello HELOX

HELOX is a smart padlock that allows keyless access for secure self storage.

T

he demand for secure and convenient access control solutions has significantly increased in the ever-evolving self storage industry. To meet these demands, PTI Security Systems™ has developed the HELOX padlock, a cutting-edge keyless access system specifically designed for self storage.

With changing demographics and the need for simplified key-sharing options, self storage facilities require advanced security measures that offer user convenience. Traditional padlocks and physical keys are increasingly being replaced by smart access solutions that provide higher security and ease of use.

The HELOX padlock addresses these market demands by offering keyless access using Bluetooth Low-Energy technology.

The HELOX padlock has several advanced features and capabilities that enhance security and user experience: l Keyless access with Bluetooth technology: HELOX uses Bluetooth Low-Energy technology to provide a secure and seamless keyless access experience for self storage tenants and operators.

l Fully automated web-to-unit rentals: The padlock supports fully automated web-to-unit move-ins, enabling tenants to easily book storage units online without needing physical keys or manual intervention. l Digital key-sharing: HELOX allows tenants to grant temporary access to other individuals through the StorLogix Mobile and EasyCode apps, simplifying sharing access with trusted individuals. l Real-time audit logs: The padlock’s real-time audit logs sync with the StorLogix Cloud platform, providing operators with comprehensive visibility and control over access activities. l Remote overlock functionality: Operators can remotely overlock units using the HELOX padlock, ensuring security and preventing unauthorised access.

The HELOX padlock is built with a rugged IP68 grade, casehardened steel chassis. Its dustproof and waterproof design allows it to operate flawlessly in extreme temperatures ranging from -25°C to 60°C, making it

“

HELOX enables operators to offer tenants a fully automated rental process, allowing for 24/7 contactless rentals.

suitable for even the harshest environments. HELOX seamlessly integrates with any smart device through Bluetooth connectivity with a range of up to 50 metres.

This connectivity enables users to control and manage the padlock through the PTI platform, providing centralised access control management for self storage operators.

HELOX enables operators to offer tenants a fully automated rental process, allowing for 24/7 contactless rentals. This feature enhances operator and tenant convenience by reducing administrative overhead and streamlining the rental experience.

By adopting HELOX, self storage operators can provide tenants with a modern and reliable access control system that offers peace of mind and operational efficiency. l

Contact PTI Storage Security to find out more at sales@ ptistoragesecurity.com.au or +61 3 9014 1444.

INSIDER 131 JULY 2023

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10 INDUSTRY NEWS

SSAA Board Member Thomas Whalan to be inducted into Water Polo Australia Hall of Fame The Water Polo Australia Hall of Fame recognises individuals who have made an exceptional contribution over an extended period of time to water polo as a player, administrator, coach, referee or in another capacity.

Four-time Olympian Thomas Whalan will be inducted into the Water Polo Australia (WPA) Hall of Fame. A long-time servant of the sport, Whalan’s contribution to water polo in Australia spanned beyond the pool deck and into the boardroom. Whalan was a member of the WPA Athletes Commission between 2004-2012 and was its chairman from 2008. He became a WPA director in 2012 and served as President from 2017-2019.

Whalan’s illustrious playing career saw him represent Australia at the Olympic Games in Sydney 2000, Athens 2004, Beijing 2008 and London 2012, one of a very elite group of athletes to represent Australia at four Olympic Games.

He was the team’s vice-captain in Athens and assumed the captaincy for the next two Olympiads.

Former Canberra Times site undergoes Wilson Storage makeover

The prime corner site formerly occupied by The Canberra Times newspaper in Fyshwick will be redeveloped into a self storage facility with more than 1000 units. The $15 million Wilson Storage project will retain some of the existing buildings on the 20,505sqm site. This two-storey building will maintain the prominent corner frontage and street presence. It will be refurbished to include self storage units, offices and staff amenities.

The redevelopment will deliver about 1095 self storage units, refurbished existing buildings, demolition of others, a new driveway, substation and associated on-site and offsite works. Overall, the new facility will offer more than 12,000sqm of floor space and a total net lettable area of 8522sqm.

Storage customers’ vehicles will access the facility via a new seven-metrewide driveway with security gate from Pirie Street, while visitors will use the existing driveway for reception.

Abacus Storage King (ASK) Update

Abacus Property Group has now released the Proposal to create Abacus Storage King. Securityholders have been asked to vote on a de-stapling of Abacus Property Group’s self storage business to establish a new standalone self storage operating platform and real estate investment group, to be listed on the ASX. Over the last five years, Abacus Property Group has deployed over $1.4 billion into self storage assets and has determined that the portfolio has reached a scale where it justifies being separately listed with its own capital structure. If the Proposal is implemented, Abacus Storage King will own, operate and manage the Storage King operating platform and own a $3.1 billion investment portfolio, including 131 self storage properties and other investments across Australia and New Zealand. The Proposal is expected to enhance the strategic growth outlook for Abacus Storage King, whilst providing the opportunity for a more focused strategy for Abacus Group. The Proposal has the unanimous support of the Abacus Property Group Directors, with security holders set to vote on the Proposal in late July. If approved, ASK is set to list in early August 2023.

New SSAA team member The SSAA is thrilled to announce the addition of Priscilla Lee to our Member Services team. With a decade of experience in the storage industry, Priscilla started as an assistant manager and worked her way up the ladder through different positions such as training and development lead, call centre supervisor, and special projects.

Currently based in Brisbane, Priscilla has lived in various parts of Australia, including Bairnsdale, Victoria, Hobart, Tasmania, and Perth, Western Australia. Priscilla has always enjoyed helping others with training and development and seeing growth in individuals and the industry. She is eager to use her expertise to support self storage businesses in achieving their goals.

INSIDER 131 JULY 2023

www.selfstorage.org.au

Out and about It’s been great to get out and about meeting with members this year.

From Adelaide to Perth, we’ve all enjoyed catching up, sharing insights and welcoming those new to industry.

Adelaide Perth

Brisbane

Brisbane

www.selfstorage.org.au

JULY 2023 INSIDER 131

12 STORMAN ADVERTORIAL

Automation and your self storage facility: the how and the why

M

ore and more self storage owners or managers find automation is a great way to streamline processes and maximise profit. The definition of ‘automation’ can vary – every business has individual needs.

It may be a notification when a customer enquires about a unit via a website. Or it may be enabling customers to choose a unit, complete the move-in process, sign-up for automatic payments, and receive an access code entirely online – without any facility action. Whether a facility wants to automate a little or a lot – the right management software can assist.

What areas can you automate, and how?

Booking reservations and moving customers into your facility

There are two ways to achieve a more frictionless process in this space, depending on business needs.

First, offering an online move-in process on a website gives the greatest chance of conversion from lead to customer. Customers can completely book and sign their storage agreement at their own convenience. By enabling them to complete the process in one go, obstacles that could cause them to price-shop or procrastinate are

INSIDER 131 JULY 2023

removed – and, as a bonus, new customers can be signed up at any time, on any day.

Alternatively, facilities may opt to set up an iPad or tablet in the office.

Customers can then use this to complete all their paperwork, taking as long as they need and leaving facility staff free to work on other things. When they’re done, all that information will have been captured by the management software.

Payments

The easier it is for customers to pay their bills, the less likely they are to run into issues with delinquency.

Automating invoicing and payments can not only save hours of administration work in a day, but also reduces the time spent chasing late payments.

Good management software takes care of this. At a minimum, it should provide the ability to regularly charge a storer’s recorded payment method (whether that’s a card, or a bank account) to make the process ‘set and forget’ for the customer, and have those payments automatically receipted into the system.

If some customers aren’t set up for automatic payments, some software (such as Storman Cloud) can send reminders via email or SMS when it’s time for them to pay – and even give them a link to a personalised online payment portal.

Security and access control

So a new storer has reserved their unit, completed all the move-in paperwork and paid the first month’s rent up front – and that’s all been recorded in the system automatically. Now, it’s time for them to move in, and to get them set up with access.

A common level of automation around access control is facilities opting to use a gate system that integrates directly with their management software. Ideally, this allows new storers to receive an access code, automatically locks them out if they fall behind in rent and unlocks them once they’re paid up. Facilities may also choose to set up features like specific access hours for each customer or alerts if a door alarm is triggered – all sorts of options are available.

Remember, when it comes to automation, the aim of the game is to save time, make money, and make life easier for both self storage operators and their customers. l To learn more about the ways our self storage management software can help automate your facility, scan the QR code or visit www.storman.com www.selfstorage.org.au

FUTURE PROOF YOUR FACILITY

Enhance the customer experience and run your self storage business more efficiently with the Nokē™ Smart Entry System. www.janusintl.au sales@janusintl.au +61 (07) 3865 1600

Scan QR Code to learn more

14 SSAA STRATEGIC PLAN

2023 - 2025 Strategic Plan Supporting the self storage industry across Australia and New Zealand.

The SSAA has proudly supported the self storage industry of Australia and New Zealand for more than 30 years.

Created by the industry for the industry, the SSAA exists to help our members’ businesses thrive by providing advocacy, education and support.

As the peak body for the self storage sector, we seek to inspire excellence and engagement across the industry.

We are guided by our strong commitment to serving our members and our dedication to upholding the highest professional standards for the benefit of industry.

What we set out to achieve by 2025 ADVOCACY

SUPPORT

KEY PRIORITIES

KEY PRIORITIES

• Deliver accurate and timely industry research and insights

• Enhance industry understanding of self storage operations

• Inform industry stakeholders about the profile and potential of self storage

• Offer timely and accurate legal and operational support

• Connect our members and stakeholders to build and maintain industry relationships

• Embed good governance practices across the industry

• Communicate effectively to ensure members are well informed

• Help our members adapt to industry innovation

• Consult with our members to provide relevant services, resources and advice

We advocate for the industry at large and on behalf of our members

• Focus our advocacy agenda on high impact issues • Track sector performance and key industry metrics

MEASURE OF SUCCESS

A thriving, well-informed and standalone asset class.

FOUNDATIONS

A fit for purpose and sustainable association for members

INSIDER 131 JULY 2023

Financial

We support our members by sharing knowledge, resources and insights

MEASURE OF SUCCESS

The industry holds itself to high standards and delivers professional self storage experiences.

Prudential financial management ensures long term viability

Governance

Good governance is evident within our culture and operations

ENGAGEMENT

We work to connect, nurture and develop the self storage industry

KEY PRIORITIES • Create value for our members through regular engagement

MEASURE OF SUCCESS

An engaged industry that celebrates collegiality and independent spirit equally.

Resourcing

An optimised staffing structure is balanced with external expertise

Technology

Investments in technology enable staff to focus on value creation

www.selfstorage.org.au

Advocacy

We advocate for the industry at large and on behalf of our members

Deliver accurate and timely industry research and insights Our commitment to research is reaffirmed by our ongoing investment in the biennial State of the Industry and Industry snapshot reports.

Where required, we will invest in industry white papers to address key topics.

Inform industry stakeholders about the profile and potential of self storage Self storage plays a critical role in sustainable communities.

An industry positioning strategy will inform a range of sector-specific guidelines to inform councils and consultants about the unique aspects of self storage.

Track sector performance and key industry metrics In support of the growing sophistication of the sector, the evolution of the Storage Interactive Platform (SIP) will deliver a comprehensive, industry-owned interactive data set that enables members to benchmark a range of operating metrics and track demand, supply and other performance indicators.

Focus our advocacy agenda on high impact issues The continued exploration of alternatives to customer goods insurance, solutions for broader insurance challenges and accompanying resources will be a mainstay of our advocacy work.

We maintain a level of capacity that enables focus on other high impact challenges should they arise.

Support

We support our members by sharing knowledge, resources and insights Enhance industry understanding of self storage operations

Offer timely and accurate legal and operational support

Embed good governance practices across the industry

The development of an industry-recognised education offering will support members in training and retaining valued staff. Further investment in online training and resources will deliver comprehensive, industryspecific information that creates value for our members at every stage of their self storage journey.

Annual updates of the self storage agreement suite will continue, keeping pace with the changing legal and operating landscape.

Building internal capacity to provide legal and operational help desk services for members will enable more timely assistance and bolster the support of external expert counsel.

A collection of governance materials and director education offerings will aid risk management across the sector.

Resources that enable members to plan for and manage critical business events (eg cyber security, disaster management) will support the sustainability of the industry.

Help our members adapt to industry innovation Providing considered information and implementation guidelines for self storage innovations will help members understand the benefits, risks and opportunities that these innovations present.

The initial focus will be on guidance for facility automation.

Engagement

We work to connect, nurture and develop the self storage industry

Create value for our members through regular engagement Developing a member engagement strategy that speaks to our members’ wide-ranging interests with tailored, needs-based communications will be the foundation for our refreshed suite of member communications.

www.selfstorage.org.au

Connect our members and stakeholders to build and maintain industry relationships Industry events will be

further tailored based on member interests.

Convention will continue to be an industry-wide event each summer.

Every other winter will see owners and executives gather at a summit.

Local networking will continue where it’s well supported, bolstered by the introduction of networks for specific interests.

Communicate effectively to ensure our members are well-informed Embracing the changing nature of media and communications will see association offerings expand into new digital and podcast mediums.

The highly valued print magazine will continue to arrive in letterboxes across Australasia.

Consult with our members to provide relevant services, resources and advice Regularly surveying our members to understand their needs, priorities and challenges will inform the development of member services and resources.

The opinions of “quiet” members will also be sought to ensure their needs are met.

JULY 2023 INSIDER 131

16 TECHNOLOGY

AI set to revolutionise self storage

An expert considers how Artificial Intelligence could help a self storage owner grow their business.

A

rtificial Intelligence (AI) has become a game-changer in various industries, and the self storage industry is no exception.

AI has significantly transformed how self storage facilities operate, from marketing to revenue management and customer service. In this article, we will explore the benefits of using AI in self storage facilities and examples of how it has been implemented.

Marketing is a critical aspect of the self storage industry, and AI has made it more efficient and effective.

AI-powered algorithms help self storage facilities to reach their target audience through personalised and targeted advertisements, which is achieved by analysing data on the potential customer’s online behaviour, location and preferences. This enables self storage facilities to tailor their marketing strategies and reduce the cost of acquiring new customers.

Revenue management is another area where AI has had a significant impact. AI-powered revenue management systems use data analytics to optimise pricing strategies based on customer demand and occupancy levels. This means that self storage facilities can adjust real-time prices based

on supply and demand to maximise revenue. For example, if demand is high, costs can be increased; if demand is low, prices can be lowered to attract more customers.

Safestore, one of the UK’s most prominent self storage providers, has implemented an AI-powered revenue management system that has led to a remarkable increase in revenue. The system analyses data on customer demand and occupancy levels to adjust prices in real-time, resulting in a 7% increase in revenue growth.

The system has also increased occupancy rates, with Safestore reporting a 3% growth in occupancy rates over the last year. The success of Safestore’s AI-powered revenue management system demonstrates the significant impact AI can have on the self storage industry.

AI has also improved customer service in self storage facilities.

AI-powered chatbots are becoming increasingly popular as they provide 24/7 customer service support.

Chatbots can handle customer enquiries, provide information about

For all your printing needs • Standard Storage Agreements

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self storage facilities, and even help customers book units. This has improved customer service and reduced operational costs for self storage facilities.

Public Storage, the largest self storage provider in the USA, has implemented AI-powered chatbots to handle customer enquiries and support. The chatbots are available 24/7 and can handle a wide range of customer inquiries, improving customer service and reducing operational costs for Public Storage.

In conclusion, AI has significantly transformed the self storage industry by improving marketing strategies, revenue management, and customer service. Self storage facilities implementing AI-powered systems have seen increased revenue, improved customer satisfaction, and reduced operational costs.

With the increasing demand for self storage and fast-changing consumer expectations, self storage providers need to embrace AI to stay competitive and meet customers’ evolving needs. l We asked ChatGPT to write this article.

Learn more about AI and self storage in our Tech Talk webinar series, coming soon to the Member Portal.

Member Since 1999

112 Wollongong Street, Fyshwick ACT 2609 PO Box 115 Fyshwick ACT 2609 t 02 6299 4500 e printing@homesteadpress.com.au www.homesteadpress.com.au

Visit the amazing city of Rotterdam and see some of the newest innovations in self storage. Learn how the European market is embracing automation and personalised marketing. Hear how AI will impact the industry and what you should be doing now. And most of all meet some amazing people and have loads of fun!

Use discount code AustNZ25 to save 25% on full price tickets

Speakers from around the world on topics important to your business Cris Burnam, President of Andrew Grill is a former IBM

StorageMart, with locations across

Global Managing Partner

the USA, Canada, and the UK who

providing actionable advice to

in 2021 acquired Manhattan Mini

harness digital technologies

Storage, with 17 locations in New York for circa US$ 3 billion

Jill Leckie talks about future proofing your customer journey to

A feature on Artificial Intelligence,

ensure you are not just capturing

how it will impact your business

customers but also activating,

and what to prepare for now

converting and retaining them

Circular Stage

Massive Trade Show

Networking Dinner

for more interactive presentations where everyone is close to the speakers

with exhibitors from around the world and the latest self storage innovations

at the sensational Laurenskerk a 14th century church with one of Europe’s largest pipe organs

Book now at www.fedessa.org

18 ADVERTORIAL

Case study: A powerful solution Storeganise facility management software has revolutionised the operations of Powered Storage & Parking.

E

“

We’ve done as much as possible to provide not only a very human experience but also a highly integrated technological experience.

ric Davis is a partner at Powered Storage & Parking, an inventive automated storage facility in Leland, North Carolina, which aims to broaden its reach to Australia and New Zealand.

This trailblazing business provides automated parking, adaptable work units and workshop containers designed for general contractors.

Drawing on Davis’ insights, this case study delves into how Storeganise, a self storage facility management software, has significantly revolutionised the operations of Powered Storage & Parking.

even Tesla fleet cars. The facility provides power to every unit with sub-metering, ensuring customers only pay for the electricity they use.

What sets Powered Storage & Parking apart?

Catering to hobbyists and side businesses

According to Davis, the essential factor is the harmonious blend of technology and human touch.

Collaborating successfully with various technology providers ensures smooth operation and creates a unique, customer-centric experience with Storeganise. “The key differentiator for us is that we have a unified digital experience,” he explains. By offering customers an integrated app, they can interact with facility management, view their bills, order services and access security cameras seamlessly. Davis emphasises the importance of this balance, stating, “We’ve done as much as possible to provide not only a very human experience but also a highly integrated technological experience.”

Powering every unit

Powered Storage & Parking caters to a diverse clientele, including luxury RV owners, jet boat enthusiasts and

INSIDER 131 JULY 2023

In addition to vehicle storage, there are customisable workshop containers for hobbyists and side businesses, designed for users to pick up materials, perform light work and enjoy a comfortable environment before heading to their primary work site.

Choosing Storeganise as a property management system

Powered Storage & Parking chose Storeganise as its property management system for compelling reasons, including its international capabilities, multi-currency support and open architecture.

Davis shares his thoughts on the decision, stating, “I’d say give it a shot. Many people say they want a massive brand, but Storeganise is well established. They’re global, already multi-currency and are used to supporting around the clock.” By leveraging Storeganise’s open API, Powered Storage & Parking was able

to integrate various hardware and software components, ultimately crafting a unique and tailored solution to meet their needs.

Insights on establishing a self storage business

Davis suggests adopting a distinct approach when setting up a self storage business, emphasising the importance of blending technology, automation and a customer-centric focus. In other words, exploring niche markets and investing in tailored solutions can help your business stand out. Davis shares his personal experience, saying, “I found that because I chose to go with something that had a little bit less of a footprint than some of the bigger players, I got a better customer experience.” This insight underscores the value of an innovative approach to creating a memorable customer experience.

Final thoughts on Storeganise

Storeganise played a significant role in the success of Davis’ business by providing a robust and flexible property management technology system. Its international capabilities, multi-currency support and open architecture have enabled Powered Storage & Parking to craft a unique, customer-focused experience.

By embracing Storeganise’s features and integrating them with other hardware and software components, Davis’ service stands out among competitors, offering an unparalleled customer experience. l www.storeganise.com www.powered-storage.com www.selfstorage.org.au

Freestanding Goods Hoist Our Freestanding Goods Hoist gives you the capability to lift goods of up to 3000 kg, to fifth floor heights. Our flexible design capabilities and local manufacturing means we can provide goods-only as well as goods and personnel hoists in a variety of platform finishes and other options, including custom designs for special applications.

Features and Benefits Goods only or goods and personnel

Vertically opening doors offering clear access for any load

Cost effective alternative to a traditional lift

Low maintenance costs

No lift shaft required

Self diagnostic programmable logic control (PLC)

Installed external or internal to the building

Internal power pack

1 day installation (clear access required)

Fully Compliant with AS 1418 Parts 1 & 8, AS 5246 Part 1, Classification A6, and all WHS regulations

Minimal pit and overrun required

Main Dimensions Model

SGH-1515

SGH-2018

Platform L x W

1.5m x 1.5m

Capacity

SGH-2418

SGH-2422

SGH-2424

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2.0m x 1.8m 2.4m x 1.8m

2.4m x 2.2m

2.4m x 2.4m

2.98m x 2.4m

1500kg

1500kg

1500kg

1500kg

1500kg

1500kg

Enclosure Length

1720mm

2220mm

2620mm

2620mm

2620mm

3200mm

Enclosure Width

2165mm

2465mm

2465mm

2915mm

3065mm

3065mm

Pit Depth

125mm

125mm

125mm

125mm

125mm

125mm

The above dimensions are based on doors same side. Measurements and finishes may vary depending on options. Contact Southwell for details. *Finishes shown are not Standard. WARRANTY 1 year full warranty.

36 Edward St, Camden NSW Australia 1300 793 793 southwell.com.au

20 CYBER AWARENESS

Prevention first, insurance second The benefits of cyber insurance by Midland Insurance.

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usinesses should aim to prevent cyber crime and fraud, but if it does occur, cyber insurance protects against financial and legal liability.

Cyber insurance policies play a crucial role in mitigating financial losses resulting from cyber events and incidents. These policies provide coverage for various expenses associated with remediation efforts, such as legal support, investigative services, crisis communication and customer reimbursements or refunds.

While a cyber insurance policy provides financial protection against direct loss, consequential loss and legal liability caused by cyber security breaches, it does not prevent an attack from happening.

If you have car insurance, you wouldn’t leave the doors unlocked when you are parked on the street, and the same goes for cyber security measures for your business.

The first duty for businesses is

INSIDER 131 JULY 2023

to protect against cyber crime.

Indeed, some insurance policies will specify that a business will not be compensated when a breach occurs if adequate and appropriate steps have not been taken to protect the business.

Prevention measures, such as employee training to identify the different forms of cybersecurity threats, password security, and understanding email, internet and social media policies can help protect businesses.

Digital presence

Most self storage businesses have a digital presence, such as a website where clients can purchase space and have regular payments along with the storage of clients’ data.

This, however, exposes businesses to the risk of being targeted by cybercriminals.

Cyber incidents can manifest in various forms, including malware attacks, business email

“

Cyber incidents can manifest in various forms, including malware attacks, business email compromises and phishing attempts.

compromises and phishing attempts. Each of these pose different risks and can result in serious consequences such as identity theft, financial theft and breaches of privacy.

If, despite all your prevention measures, a cybercrime occurs, then having cyber insurance can protect your business against potential financial losses and reputational damage.

As the issue of cybercrime continues to escalate in Australia, it is imperative to raise awareness and proactively adopt preventive measures. The Annual Cyber Threat Report for 2021-2022 highlights a concerning surge in cybercrime, with the Australian Cyber Security Centre receiving about 76,000 reports, representing a 13% increase compared to the previous fiscal year.

Given the financial and datarelated threats, as well as the potential for reputational harm and loss of consumer trust, safeguarding your organisation against cyberattacks is of paramount importance.

Organisations are recognising the growing frequency and severity of cyber attacks, leading them to prioritise their financial security through the acquisition of cyber insurance. Moreover, businesses are also insisting that their affiliated third parties possess adequate coverage as a prerequisite for collaboration.

To safeguard your business from the potential repercussions of falling victim to cybercrime, it is crucial to consider obtaining cyber insurance. l www.selfstorage.org.au

SSAA RESOURCES 21

Cyber security resources

Educational resources to help members defend against cybercrime are available from the SSAA Member Portal.

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ith widespread data breaches and cyber security a challenge in our modern society, the SSAA, in partnership with Cultural Cyber Security (CSS), has developed educational resources for our members to assist with protecting their businesses and families.

Throughout April, a four-part Cyber Safety Awareness webinar series was held in response to increased member interest in safeguarding business and personal data. These webinars sought to follow on from Dr James Carlopio’s presentation on ‘engaging your best defence’ for cyber security at the SSAA 2022 Convention. His approach focuses on building personal skills which then translate into business practices, given the inextricable links between personal and business digital connectivity. Dr Carlopio presented on four key topics: l Ransomware l Business email compromise fraud l Identity crime l Developing your online research skills These webinar recordings are now available on the Member Portal for all members to access. Read on for a snapshot of each webinar topic.

Ransomware

CSS defines Ransomware as, “A type of malicious software designed to block access to a computer system until money is paid… originally aimed at individuals, business is a growing target. Ransomware is often triggered by a hyperlink in a phishing www.selfstorage.org.au

email, an infected USB, or by opening a malicious attachment.”

This type of malware works off threats to publish or block access to a victim’s personal data until a ransom is paid.

The webinar steps through some key methods of defense against Ransomware, including what to look out for when identifying phishing emails and how to use multiple back-ups to manage your personal data.

BEC Business Email Compromise Fraud

Dr Carlopio describes Business Email Compromise (BEC) fraud as, “A type of cyberattack that uses email fraud to target organisations or individuals (often who handle money or sensitive data).”

This form of cyber-security threat involves the perpetrator often impersonating a business/ company’s trusted authority (e.g., a manager, a business partner, or the CEO) with a calculated attempt to con the recipient into sending money, granting access, or releasing information to the attacker. ​ With BEC becoming far more technically advanced in the techniques being employed to scam employees, Dr Carlopio emphasises the importance of being on guard when receiving any emails related to finance or invoicing. Attention to detail is key here, observing the email, URL addresses and content that may be present in the email to see if these align with a legitimate organisation or request.

Dr Carlopio advises that if you don’t know the sender, simply delete the email. If you do recognise the sender/ organisation, always verify with them (via a phone call to a trusted contact or other means of verification) before making any payments or opening any attachments/links.

Identity theft

This webinar explores the valuable commodity that is personal identities, looking at why identity theft is so attractive to criminals and the tactics that are often used to steal identities. Dr Carlopio explores how personal identity can become compromised and shares key tips around how to protect one’s identity, particularly in a digital context.

Developing online research skills

In addition to assisting members with discerning fact from fiction in an online world, this webinar seeks to equip members with tools to ethically investigate a storer’s whereabouts when a facility has lost contact with them. l Members are encouraged to explore the SSAA’s suite of cyber security resources available on the Member Portal. In addition to the webinar recordings, each webinar has an accompanying summary ‘fact sheet’ available for download and quick reference.

Keep an eye out for the SSAA Cyber Security Guidelines for industry which will be released in the coming months.

JULY 2023 INSIDER 131

22 STATE OF THE INDUSTRY

State of the State of the Industry – Industry 2022 State State of of the the future insights and attitudes Industry Industry2022 2022

Technology-enabled Exploring the currentexperiences state and appeal to prospective self storage customers. less is key future outlook for self storage

across Australasia.

prospective storers are ready and willing to make ge keys a thing of the past and use mobile apps to ce their experience.

Exploring Exploring the current the current state state and and futurefuture outlook outlook for self forstorage self storage across across Australasia. f prospective storers are Australasia. open to using an app to

s the gate and enter their chosen storage facility, and r cent are interested in using an app to access their ge unit and unlock the unit door.

ing customers with ease of access can give tors a competitive advantage, as those who embrace s entry can appeal to customers who are looking for amlined solution.

okē™ Smart Smart Entry system is a cloud-based key management solution, designed specifically for orage industry, that allows tenants entry to a facility a smart phone. The application is feature rich, with a y of functions for operators, managers and tenants

mers can control their lock from a simple smartphone they don’t have a smart phone (or don’t want to use he system also works with a small physical fob e that utilises Bluetooth and is encoded with a digital open gates, doors and locks.

Technology and automation are transforming the self storage industry and prospective customers are open to technology-enabled experiences. Consumers who reported they were likely to use storage within the next two years rated the appeal of a range of technology and automation features.

Using a smart app to book and manage the storage unit was the most appealing, followed closely by app-driven remote access and keyless locks.

Security and identity verification are two important areas that underpin self storage operations.

Pleasingly, prospective customers are comfortable with a range of tech features that can enhance security and protection.

INSIDER 131 JULY 2023

What storers want: How to enhance the storage experience through innovation and technology Prospective storage users are very open to digital solutions – and at least half of these prospective customers see the appeal in using technology to optimise their storage experience.

This year’s research shows that making use of technological advancements – including keyless entry, automation and remote access – is an effective way for savvy operators to stand out from the crowd and secure a first mover advantage.

Innovation Spotlight sponsored by Janus International Australia 69

These insights present a significant opportunity for operators who are keen to secure a first-mover advantage and invest in technology in their business.

What storers want Prospective storage users are open to digital solutions, and at least half of these prospective customers see the appeal in using technology to optimise their storage experience.

This research shows that making use of technological advancements – including keyless entry, automation and remote access – is an effective way for savvy operators to stand out from the crowd and secure a first-mover advantage.

Most prospective storers are ready and willing to make storage keys a thing of the past and use mobile 70 apps to enhance their experience.

Seventy per cent of prospective storers are open to using an app to access the gate and enter their chosen storage facility, and 65% are interested in using an app to access their storage unit and unlock the unit door.

Providing customers with easy access can give operators a competitive advantage, as those who embrace keyless entry can appeal to customers looking for a streamlined solution. Customers have long rated security as a key reason to place their belongings in storage. Fifty-nine per cent of current and lapsed self storage users rated security as one of the key benefits of self storage.

www.selfstorage.org.au

STATE OF THE INDUSTRY 23

Attitudes

ge users are very open abled experiences.

s transforming the self tive customers are very experiences. Future opportunities:

Future attitudes Prospective storage users are very open to technology-enabled experiences.

ecommerce

y were likely to use ears rated the appeal of spent $62.3 Australians tomation features.

billion online in 2021 which was a 23% increase on 2020. d manage the storage This 19% of total followed closely byrepresented appretail spend for the year. New yless locks.

Zealanders spent $7.67 billion on are two important dollars online in 2021, representing ge operations. a 21% increase on 2020 and mers comfortable with a 13% of total retail spend. Self an enhance security and storage has been facilitating the ecommerce boom for many ificant opportunity years,for from offering storage cure a first mover space for inventory right through nology in their tobusiness. facilitating the receipt and distribution of items. Some self storage facilities (especially in inner city locations) are a hive of activity on a daily basis, and online retail activities account for a large component of these businesses.

Smart Apps

Remote Access

Keyless Locks

70% Smart Apps

67% Remote Access

65% Keyless Locks

70%

67%

65%

62%

62%

55%

49%

Biometrics

Fully Automated

Biometrics

Fully Automated

Key Sharing

55%

Some operators have expressed concerns that these services make self storage facilities too busy, while others are embracing the trend by allocating new delivery areas and providing additional services tailored to this segment.

The most recent trend has been the developing relationship between logistics and self storage operators in ‘last mile’ delivery and microdistribution solutions. With a push by online retail customers towards same-day delivery, having items closer to customers is essential for fast, efficient and economical delivery.

Inner-city locations generally require smaller delivery vehicles that cannot take all the parcels for the day in one load from large distribution fulfilment centres. Self storage units are playing an important role in keeping these parcels in one secure location www.selfstorage.org.au

49%

Key Sharing

72 that is close to the point of delivery, allowing smaller delivery vehicles to pick up loads throughout the day.

As e-commerce opportunities continue to grow, so will the demand for last-mile logistics. In the USA, the Urban Land Institute has established the Self Storage and Last Mile Logistics Council, which brings together key self storage and logistics stakeholders to develop further ways of integrating the two businesses, including changes to the way facilities are designed to provide a mixed-use scenario the caters for both markets truly.

Whether it be online move-ins, smart access control or emerging e-commerce opportunities, there is ample opportunity for facilities to increase and experiment with their use of technology and automation to provide more seamless experiences for both operators and customers. l JULY 2023 INSIDER 131

24 AWARDS FOR EXCELLENCE

Best Facility Expansion or upgrade WINNER

Safe Store Papatoetoe, New Zealand Sponsored by Highway Frontage

C

lose to Auckland motorways and Auckland airport Safe Store Papatoetoe has sat at high occupancy levels for many years. There was a growing need for storage in the area, and Safe Store saw an opportunity to meet demand by expanding the Papatoetoe facility. The ranch-style facility was built in 1994, with all units having external drive-up access, and as a result, the ground-level space was fully used, so the only way to go was up.

The design for the expansion began in 2018, and construction started in 2019. The project was initially scheduled for completion in June 2020, but due to COVID-19, it was finished in January 2021. The expansion added a three-storey extension on top of two blocks of units, resulting in an additional 282 units and increasing the net lettable space to 11,127 square metres.

The number of units in the facility before the expansion was 589, and there were 37 outdoor spaces, with a net lettable space of 8587 square metres.

Once the project was completed, the number of units increased to 871, with 46 outdoor spaces and 11,127 square metres of net lettable space.

Safe Store Papatoetoe worked with A-Line Construction to design and construct the extension, while Storco Storage Systems completed the custom fit-out.

Safe Store successfully managed the relocation of those affected by the extension to other units within the Papatoetoe facility and other Safe Store facilities in Auckland, free of charge. As part of the construction scope, the area

INSIDER 131 JULY 2023

worked on during the build was fenced off and managed by the construction company. This meant that customers had normal and unimpeded access to the rest of the facility the majority of the time.

The build-over construction (three storeys high on top of two blocks of units), featured steel reinforced concrete columns and a steel floor tray deck with concrete flooring making it extremely durable. With visibility from the motorway, large windows were factored into the design to provide natural light and showcase the units inside.

The design was for an enclosed building, serviced by two goods and passenger lifts. The multiple lifts make moving customers’ items into their internal units easier. The new units are also individually alarmed with sensor lighting and fire protection, with additional CCTV added.

Safe Store Papatoetoe strongly focuses on security with 24/7 CCTV cameras, gate code access

for customers, alarmed electric fences with barbed wire securing the storage complex’s perimeter, and locks on all units. The team completes lock checks daily, ensuring all units and parking spaces are secure. CCTV footage is monitored throughout the day with access to the on-site and offsite systems, ensuring the site is safe and all customer goods are protected.

There’s also an external security company that patrols the facility regularly.

The unit mix is focused towards smaller sizes with greater yield with the average unit size being 40% smaller than previously sustainable.

The fill rate is anticipated to be at 90% this year.

This has been achieved by driving awareness, and the message was simple – new storage units are available now. Advertising focused on reaching potential customers in the local area through digital channels and custom signage. There was a targeted approach on social www.selfstorage.org.au

media with paid ads on Facebook and Instagram that talked about the benefits of the new units. The Google ad spend was increased for this facility, focusing on driving the new units’ message. Custom signage was created on the road in front of the facility, and local flyer drops were made to residential and commercial customers in the catchment area.

There were no discounts or price promotions to attract customers, as the goal was to build awareness instead.

The build at Safe Store Papatoetoe also coincided with a revamp of the reception area and a focus on showing off the wide range of merchandise for sale. The change in the philosophy of pushing merchandise sales and making the reception area look better has

improved the selling environment, which in turn has seen an increase in revenue. Providing these items for customers makes Safe Store a one-stop shop for anyone looking to move and store their goods.

Another key focus during this time has been on building a great team culture. Thanks in part to the newly appointed operations manager Maria Pook, who brought the team together and created enthusiasm about the new build. The improved team culture has contributed to the project’s success.

Overall, the expansion has been a significant step for Safe Store Papatoetoe in meeting the growing demand for storage in the area.

Their efforts have been recognised with the Best Facility Expansion/ Upgrade Award. l

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26 INTERNATIONAL

Compare the pair

Yuko Robbins of Unwired Logic considers how Australia is outpacing Singapore in the quest to automate their respective self storage industries.

S

elf storage is experiencing solid growth in Australia, Singapore, and elsewhere, fuelled by global economic and political events. The industry is attractive to consumers and investors, but with notable differences between the two markets.

Despite efforts by the Singaporean government to transform it into a ‘smart city’, there is no widespread adoption of automation and smart technologies in the storage industry. Many operators are deterred by the high initial investment required for retrofitting older facilities with automated access control, security, surveillance and payment solutions.

Most facilities are generic and cater to a large pool of use cases – not all of which would equally benefit from an automated facility. This diminishes the return on investment.

Conversely, higher labour and operational costs in Australia mean investing in automation pays off much sooner.

Australian operators have a much better track record of adopting such solutions and facilitating automated bookings, move-ins, and access.

The trend towards more high-tech self storage is performing well in the Australian market. We see an increase in new builds with multi-level ventilation control, fire safety, surveillance and security measures, passenger lifts, and smart lock access control. Gone are the days when self storage was synonymous with containers in an industrial park. Modern facilities have a high-quality, sophisticated retail look – and customers love the new building designs.

INSIDER 131 JULY 2023

“

The trend towards more high-tech self storage is performing well in the Australian market.

Singapore is lagging behind on that front, partly because cultural differences influence how business is done. It is a collectivist culture with a high long-term orientation.

It means that operators place greater importance on face-toface interactions when signing up a new customer. It is also a high-riskavoidance culture, meaning that novelty technologies need time to take hold. To date, only one operator in Singapore is fully automated. But the pandemic pushed operators towards remote and automated solutions. Consumers, having become used to the convenience of round-the-clock access and contactless transactions, want to keep the automation.

Similarly, operators and investors in both countries have come to appreciate solutions that enable one manager to run several facilities with minimal to no staff on location. The unprecedented

growth of self storage in newer markets means many job postings go unfilled. Automation is an answer to staffing shortages in Australia and Singapore. Therefore, we expect to see more of the solution implemented in newly built and established facilities.

The self storage industry in Australia and Singapore is growing rapidly. While in terms of automation and adoption of technology, Australia has a better track record, the pandemic has pushed both markets towards remote and automated solutions. As the self storage industry continues to change, operators and investors must adapt to remain competitive and meet the evolving needs of customers. l Endnotes 1 https://www.insideselfstorage.com/asia/rise-selfstorage-poised-bright-future-southeast-asia 2 https://www.jll.com.sg/en/trends-and-insights/ investor/why-warehouse-automation-is-not-yetwidespread 3 https://www.insideselfstorage.com/australasia/ australia-self-storage-industry-2023-insidersview-market-conditions-performance-and 4 https://www.hofstede-insights.com/countrycomparison/australia,singapore/ 5 https://storefriendly.com.sg/self-storage/ 6 https://unwiredlogic.com/en/news/ deep-dive-into-self-storage-automationinterview-with-miles-davison-ceo-of-storeganise/ 7 https://www.insideselfstorage.com/staffing/ workforce-woes-self-storage-operators-facestaff-shortages-and-other-labor-challenges

www.selfstorage.org.au

KEYLESS ACCESS FOR SECURE SELF-STORAGE Specifically designed for tenants who demand that extra level of security, HELOX lock by PTI is the solution that blends the strength of hardened steel with keyless Bluetooth technology resulting in an almost impenetrable level of protection that is incredibly easy to use by both tenants and operators.

The extremely versatile and robust HELOX lock is also ideal for operators who wish to have overlocking capabilities on-site for spaces off-limits to tenants. And because the rechargeable lock has a charge life of up to 5,000 cycles, this is one lock that an operator will not need to worry about servicing or even recharging for years of operation.

Contact PTI Storage Security today and discover the freedom, versatility, and security that steel and technology offer.

Pre-order your Helox locks or to learn more by contacting PTI Storage Security

| ptistoragesecurity.com.au | +61 3 9014 1444 | sales@ptistoragesecurity.com.au

28 UNMANNED Q&A

Unmanned facility?

We’ve got some questions

R6 Digital has compiled a list of the common questions and answers for businesses considering moving to an unmanned model.

“

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The technology should cover all the major touchpoints that a customer has with your business when they buy, move in, use their unit, administer their unit and move out.

here has been a notable increase in self storage businesses that are either in the process of moving to an unmanned model or are actively investigating it. There is however a frustratingly limited amount of information available to help you decide how to plan for, and implement, the change.

R6 Digital has been working toward enabling this transition within the industry through its investment in technology development (such as RapidStor and StorApp), and while on this journey, it has learned a lot.

It hopes the following information is helpful to fellow SSAA members who are interested in making this transition.

Here are some frequently asked questions asked and answered about going unmanned in your facility.

There are still some jobs that need a human involved, but they can often be done by contractors or single staff that support multiple locations. These include cleaning, maintenance and dealing with abandoned units.

What technology is needed to enable me to move to a fully unmanned facility?

What does it actually mean to be an ‘unmanned facility’?

An ‘unmanned facility’ doesn’t necessarily always mean that there is no staff on site. What it means is that you have the technology that enables your customers to engage with you from quoting and buying online to making payments, accessing facilities, moving in and moving out – completely self-served.

This then frees up the time of your existing staff to be focused on making that experience an even better one, rather than having to spend all their time on administrative tasks.

Do customers like the unmanned experience?

Initial feedback from customers that engage with fully unmanned facilities is positive. In fact, it generally outperforms the more manual facilities.

Customers love being able to quote and buy online while having a seamless experience of simply arriving and being able to get straight in to move their stuff in.

INSIDER 131 JULY 2023

Does going unmanned mean that I need to get rid of my existing staff?

Absolutely not. The ‘unmanned facility’ is one that leverages technology to enable complete customer self-service. A smart operator will find a way to re-purpose their great existing staff to do more interesting and valuable work, which helps make a customer’s experience exceptional.

How do I run my facility if there is no staff on location?

For the day-to-day needs of a customer, the technology used to enable a fully self-serve experience can handle the administration to get most customers fully moved in and happily using your service.

The technology should cover all the major touchpoints that a customer has with your business when they buy, move in, use their unit, administer their unit and move out.

Some tools that are critical to achieving this: l A great storage management software that is capable of integrating with the other technologies in your unmanned technology strategy. l A fully featured online booking platform that enables customers to find, quote, buy, sign the SSAA agreement and move in fully online. l A user-friendly gate access system that makes it easy for customers to intuitively know how to get access to their units. l A customer self-service mobile application that empowers customers to find and access their units, engage with their account and make payments themselves. l www.selfstorage.org.au

AWARDS FOR EXCELLENCE 29

Service Member of the Year WINNER

R6 Digital Sponsored by SSAA

F

or more than 20 years, R6 Digital has been a proud service member of the SSAA. Despite the challenging times brought on by COVID, the company has emerged stronger and more committed to delivering unique support and value for the self storage industry.

The pandemic forced customers to seek contactless solutions; R6 Digital pivoted to support businesses in their transition to online shopping and booking. The company scaled up its RapidStor servers to seamlessly deliver contactless purchases and moving experiences for the increasing number of customers who preferred to shop and book online.

R6 Digital also provided invaluable support to self storage businesses navigating the world of digital marketing for the first time, resulting in campaigns that generated more than 35,000 move-ins during the pandemic.

To this end, R6 Digital is launching the next evolution of the RapidStor online booking platform in 2023.

Leveraging data and insights gathered over the past three years, the company is designing an even more intuitive and effective online booking experience, demonstrating its ongoing commitment to supporting an evolving self storage industry with cutting-edge software.

R6 Digital has achieved a reliable foundation for the industry’s web presence, delivering server uptime www.selfstorage.org.au

of over 99.9% through rigorous design, regular maintenance, and monitoring. This has enabled self storage businesses to capture all opportunities to secure a customer move-in.

R6 Digital regularly receives great feedback from self storage customers, who appreciate the company’s industry-specific experience. The company is focused on leveraging digital technology to improve self storage businesses, developing technology that supports a customer’s experience when engaging with the physical self storage premises.

One example of this is the development of StorApp, a digital solution that improves points of friction for self storage operators and customers in their engagement with storage facilities. StorApp enables gate code access for the entire brand across all facilities, even with myriad gate access technologies.

R6 Digital also developed the Rapidstor online booking system, which is now used by hundreds of facilities worldwide. R6 Digital believes it has a responsibility to ensure that its products continue to keep up with new changes and challenges for customers even after they’ve purchased them.

For example, when there was a key legislative change for how self storage businesses were allowed to sell insurance, R6 Digital

jumped into action and launched a new compliant insurance journey within days of the change. This demonstrates the company’s commitment to ensuring its products are always supported after purchase.

When new facilities come to R6 Digital for support, they don’t just receive a technology platform.

They receive a team of experts who understand the self storage industry and are dedicated to providing comprehensive support to help them succeed.

R6 Digital is a highly regarded and respected provider of digital technology solutions for the self storage industry. Its commitment to innovation, reliability, and customer service has earned it a reputation as a trusted partner for self storage businesses around the world.

Whether through its RapidStor online booking platform, StorApp digital solution, or hosting services, R6 Digital is dedicated to helping self storage businesses thrive in an everchanging digital landscape.

With respected relationships built on decades of industry experience, Dallas, Michael and Curt have instilled the same ethos in their team, as they all proactively seek to engage with self storage owners and operators wherever possible.

This focus on results, reliability, and industry support makes it deserving of the Service Member of the Year award. l

JULY 2023 INSIDER 131

SSA UK 2022 Annual Report

by Cushman & Wakefield

Profitability in the UK self storage market continues to increase, while occupancy rates remain stable.

T

RENTAL RATES Rental rates continued to increase in 2022, rising 4% to £27.19. However, considering that inflation in the UK grew from 5% in January 2022 to a peak of 9.6% in October, this increase was less than inflation. The industry as a whole has increased rates quite significantly since 2019, up 18%, so there is room for some relative compression of rates vs inflation. It should also be considered that there can be a lag in the results when considering rates on an annual basis. If the store increased rates by 10% in July, then the full effects of this will not be shown. It will be interesting to see how the ongoing inflationary pressures in 2023 impact rental rates and if operators have been increasing prices closer to inflationary levels later in 2023.

AVERAGE NET RENTAL RETURNS (PER SQ FT) 28

26

24

22

20

18

increase rental revenue to cover ? With occupancy so high, the best Operator survey y for growth in revenue is increasing ng more space, increasing Inorthe UK, the growth in occupancy, come. rates and profits has abated.

INSIDER 131 129JULY MARCH 2023 2023

£21.00

£22.15

£22.68

£23.08

£23.11

£23.08

£23.94

£26.16

£27.19

14

£19.61

Average occupancy across the country remained stable, and while there was an increase in revenue per square foot, it was not as

16

£19.96

l Industry annual turnover reached £990 million and is expected to hit £1 billion in 2023; l Occupancy rates remain stable at 83.3%; l Rental returns are up 4% to £27.19 per sq ft; l Churn increased from 76% in 2021 to 81% in 2022; are cautious about the coming 12 l Over two million sq ft of are continuing to expand their additional has been uggesting they believe any dropspace in occupied to last year; be short term. The lower churncompared in y since the pandemic l Thewill UKwork hasinthe most self storage with fewer new customers required per person of any country in occupancy levels. The industry Europe, with an estimated less exposure to debt than in the 2231 self storage facilities al crisis, which will mean it is less l of UKdebt. storage space per head y the rising cost of population is 0.82 sq ft; y is also coming anresidential exceptional market l off The most mature stores remain closethe largest number contributes occupancy with solid rental rates, so of customers, totalling 36%; ability to absorb some compression l 78% of operators are making r loss of occupancy. As with most sustainability the increasing costs to the business improvements their businesses; e biggest impact.to Business rates by around 25% most lfor17% ofoperators; customers say their needs ff, and almost every forother self business storage have changed lso risen. Will operators be able to due to the cost of living crisis.

£21.06

The key findings are:

ANNUAL REPORT 2023

his is the 16th year the Self Storage Association UK has been surveying its members and producing an annual industry report. The report covers all the viewpoints of the industry, collecting data from operators, customers, and the general public.

This is a summary of the report highlights, and if you wish to view the full report, it is available on the SSA UK website.

£21.97

6

30 INTERNATIONAL

2010

2011

2012

2013

2014

2015

2016

2017

2018

2019

2020

2021

2022

12

£

All rental data is excluding VAT.

www.selfstorage.org.au

( £ / SF P.A.)

self storage customers end up staying for a longer period than they initially booked it for, returning to normal pricing, which gives operators the opportunity to recover the upfront discounts. In 2021, operators decreased their level of discounts, showing confidence in the market. In 2022, they returned to the normal pattern of keeping discounts the same.

However, this means keeping the same as the reduced levels in 2021 for many operators, so this is still a positive sign, and only 9% of respondents indicated they increased discounts.

2018 2019 2020 2021 2022

CHANGE IN INCENTIVES PROVIDED OVER THE PAST YEAR 100 90

15

Can operators5 continue to increase rental revenue to cover 0 UK YORK- costs?

ORTH SCOTLAND these SHIRE

SELF STORAGE

10

Rental & THE rates continued to increase inHUMBER 2022, rising 4% to £27.19. However, RAGE RENTAL RATE (MATURE STORES) considering that inflation in the UK grew from 5% in % January 2022 to a peak of 9.6% in October, this increase SOURCE: OXFORD ECONOMICS was less than inflation. The industry as a whole has increased rates quite significantly since 2019, up 18%, so there is room for some relative compression of rates vs inflation.

With occupancy so high, the best revenue growth opportunity is increasing rates, adding more space, or increasing ancillary income.

It will be interesting to see how the ongoing inflationary pressures in 2023 affect rental rates and if operators have been increasing prices closer to inflationary levels later in 2023.

Rental returns in the regions need to be considered with the other economic conditions. While returns are highest in London, so is the cost of living, land costs, and construction.

Another sign that operators are being somewhat more conservative with pricing is the change in incentives offered to customers.

Many customers new to the industry believe the price will be lower than what it is. This means the upfront discounts operators often offer can entice customers to use self storage for the first time. Once they have www.selfstorage.org.au

80 70 60 50 40 30

DECREASED

2020

2021

9%

78%

13%

2%

42%

56%

18%

9%

2019

74%

13%

3%

2018

85%

19%

5%

2017

76%

0

2%

10

8%

20

90%

£27.19

UK AVERAGE

YORKSHIRE & THE HUMBER £22.53

£24.41

£20.87

SCOTLAND

NORTH

significant an increase as in 2021 and was less than inflation.

Operators are cautious about the coming 12 months but continue expanding their portfolio, suggesting they believe any drop in profits will be short term. The industry is also coming off an exceptional period, er economic and most mature stores remain living, land costs, close to optimal occupancy with es against thesolid rental rates, so there is the ire and London ability to absorb some compression nd disposable in pricing or loss of occupancy. As disposable income. with most industries, the increasing costs to the business will have the SOSABLE INCOME biggest impact. Business rates have risen by around 25% for most operators; energy, 30 staff, and almost 25 costs have also all other business 20 increased.

2022

INCREASED

STAYED BROADLY THE SAME

% experienced the service, almost sell. Often, stores that are close to all self storage customers end up 100% occupancy could be more staying for a longer period than profitable by increasing prices they initially booked it for, returning for all customers and decreasing to normal pricing, which gives occupancy slightly. Considering operators the opportunity to recover this data includes stores that have the upfront discounts. In 2021, recently opened or expanded and operators decreased their level of are in the fill-up stage, it is to be discounts, showing confidence in the expected that overall occupancy market. In 2022, they returned to the levels would be below 85%. There normal pattern of keeping discounts was a significant increase in the same. occupancy during the pandemic, OCCUPANCY However, this means keeping and this has not been lost, despite the same as the reduced levels an estimated 5% growth in supply for Occupancy acrossoperators, the UK stayed stable at 83.3%.

Optimalin occupancy in 2021 for many so this the industry 2022. is still a positive sign, and only 9% When considering both rental for a self storage facility is usually between 85% and 90%, as the store of respondents indicated they returns and occupancy combined, should always have product to sell. Often, stores that are close to increased discounts. the industry has become more 100% occupancy could be more profitable by increasing prices for all profitable while occupancy has customers and decreasing occupancy slightly.

Considering thisand datarental returns remained stable Occupancy includes stores that have opened orhave expanded and are2019 in the increased. was the only Occupancy across the recently UK stayed in the levels last decade stablestage, at 83.3%. occupancy fill-up it is Optimal to be expected that overall year occupancy would where the industry became less profitable, and for below a self 85%. storage facility usually increase be There was aissignificant in occupancy during profitability has increased by 68% between 85% and 90%, as the store the pandemic, and this has not been lost, despite an estimated 5% since 2013. l should always have product to growth in supply for the industry in 2022.

OCCUPANCY RATE ON CLA 90

85

82.3%

83.3%

83.3%

2021

2022

80

76.1% 75

77.2%

73.1%

76.2% 73.9%

70

67.0%

68.7%

70.2%

65

60

62.7% 2011

2012

2013

2014

2015

2016

2017

2018

2019

2020

% When considering mature stores, which are stores that have had no expansion in the last 2 years, the occupancy levels have dropped, down from 86% in 2021 across the UK. The biggest drop was 2023beINSIDER in Scotland, which also had one of the highest increases in rental rates, soJULY this could a result of 131 operators pushing pricing in this market. London continues to grow occupancy in mature stores, but this is a more mature market with new development sites hard to find. There is less growth in the

P. 39

32 DIGITAL MARKETING

Google Analytics 4

Chelsea Westman from Digital First explains what you need to know about the change to GA4.

I

n 2020, Google dropped a bombshell on the digital marketing world with the introduction of Google Analytics 4 (GA4) — the successor to Universal Analytics (UA). Google heralded the new-and-improved version as the future of website analytics, with the capability to track the customer journey across multiple platforms and provide insights like never before.

What is GA4 and how does it actually work?

Google Analytics 4 is the latest iteration of Google Analytics. It collects data and analyses traffic on your website and mobile app to provide valuable customer insights. These include: l The number of users visiting your website l Engagement l Interactions l Completed conversions One of the biggest differences is the shift from session-based measurement to events-based measurement. We can understand the difference between the two by using the analogy of a shopping trip.

The entire trip can be considered a session. During your trip, you walk down specific aisles, select products and make purchases.

A session-based measurement would focus on how long you spent in the supermarket, how many aisles you visited and how many items you purchased.

An events-based measurement would focus on the specific aisles you visited, what products you looked at, your choice to purchase a certain brand of a product, whether you asked for assistance, etc.

Why is this a good thing?

Events allow for more granular analysis and a deeper understanding of user behaviour and engagement. With this user-centric approach, self storage operators can zero in on user properties, user engagement, and lifetime metrics across multiple sessions.

New GA4 features and capabilities

Google also introduced important upgrades and new features to the platform. Here are five you should have on your radar:

1

Cross Device Tracking

GA4’s enhanced cross-device tracking gives you a seamless way to connect the dots and see the complete user journey from start to finish. This allows you to gain key insights like the impact of device type on conversions.

INSIDER 131 JULY 2023

2

Enhanced data visualisation

Event-based tracking means that the reporting puts more focus on user engagement metrics, with three main reports available: l Acquisition l Engagement l Monetisation The reporting interface has been improved to provide intuitive and visually appealing data visualisations. While some marketers might disagree, understanding and interpreting complex analytics data should be easier as everyone gets used to this new look.

3

Machine learning

One of the exciting upgrades is its machine learning capabilities, which allow computers to learn and improve themselves without needing to be programmed step by step. GA4 incorporates advanced machine learning algorithms to provide self storage operators with valuable insights and automated recommendations, uncovering hidden patterns and trends in data to optimise marketing strategies.

4

Improved Google Ads integration

GA4 offers improved integration with Google Ads, which seamlessly connects advertising campaigns with analytics data. This provides a more comprehensive view, from ad clicks to on-site interactions, to better measure campaign effectiveness and optimise ad spend.

5

Predictive metrics

Leveraging machine learning, this new feature predicts future customer behaviours like: l Purchase probability l Churn probability l Revenue prediction These metrics can help self storage operators plan ahead, make smart decisions, and take actions to get the best possible results online and in-store. l www.selfstorage.org.au

TECHNOLOGY 33

The problem with too much technology

Sebastian Kerekes, CEO and founder of Rubik, shares his story of how he developed an affordable access solution for self storage units that helps operators provide contactless access to their units.

All the smart locks had to be replaced. We could have saved him years and a small fortune if he’d learned our lessons earlier: When I entered the self storage industry nine years ago, I saw everything through the eyes of a software developer. More technology was always better. My first customer in self storage saw it the same way.

We’d show the industry! And then, we didn’t. We set out convinced that more tech had to be better. However, there were lessons to be learned along the way.

After two years of development, we launched the online booking platform we built from scratch. Every unit had a smart lock installed; however, we soon faced some challenges.

New bookings were exciting after all, occupancy was going up - but they were stressful, too: The software would crash, tenants struggled with the app, and some locks failed. It wasn’t the experience we set out to deliver.

Looking for advice, I started speaking with other self storage operators. Some were testing smart locks, but most had chosen to wait. To my surprise, everyone asked the same

Sebastian Kerekes, CEO and founder of Rubik. question: “What’s the alternative?”

Many operators were looking to adopt some level of technology but didn’t necessarily want to make the jump to fully-automated smart locks just yet.

Since the beginnings of self storage, operators have been selling padlocks to tenants. Some operators didn’t see the need for this to change, nor were they ready to consider the

level of investment required for a full smart-hardware solution.

So, what was the solution? The operators I had been conversing with shared that online bookings had their advantages - from operating more sites with less staff to closing sales faster online. But how could we solve the access challenge?

Clever operators had the solution all along. Taking their best practices of combination padlocks and adding a little tech, we set out to create an affordable, reliable access system.

For our first customer, we ensured that when a storer moved out, the operator could use our combination padlock to secure the vacant unit.

With each of our padlocks fitted with a unique QR code and a pre-set unlock code, the operator could scan the lock to send the unlock code to their management software.

This solution didn’t require tenants to have an app; with each new booking, the management system emailed the unlock code, and they could enter their unit at any time.

Once on-site, the tenant could open the unit using their code to find a traditional padlock with keys inside it. Leaving it inside the unit ensured every tenant still had a personal padlock. Tenants could return the combination padlock to a drop box at the facility’s exit, ready to use in the next move-out. This ensured that storers were still the only ones who could access their unit, leaving everyone with peace of mind.

This operator found the system to be a winner, with the key being finding a way to make technology work for them (and not the other way around). Today, operators worldwide use the product, and recently, users in Australia and New Zealand, too. l In Australia & New Zealand, Rubik is distributed by Self Storage Security.

www.selfstorage.org.au

JULY 2023 INSIDER 131

34 OH&S

Big Tech means better safety A range of safety benefits are available to self storage businesses that make the most of artificial intelligence.

A

dvancements in technology and automation, including artificial intelligence (AI), big data, and the Internet of Things (IoT), can help self storage businesses improve safety protocols and prevent accidents.

Using “big data” technology can improve safety in self storage businesses by collecting and analysing data on customer behaviour. For example, companies can use data to track which customers are accessing their units and when. If a customer is seen accessing their unit at an unusual time, staff can investigate the situation and ensure that the customer is authorised to access the unit. Companies can identify potential security risks and take action to prevent theft or vandalism.

IoT can also play a role in improving safety in self storage businesses. Businesses can use sensors to monitor environmental factors such as temperature and humidity. If the sensors detect a change in temperature or humidity that could damage the stored items, staff can take action to correct the problem and prevent damage.

This is particularly important for customers storing sensitive items such as artwork or electronics.

Another way that technology can improve safety in self storage

INSIDER 131 JULY 2023

businesses is with AI-powered surveillance systems. These systems use machine learning algorithms to analyse video footage in realtime, allowing businesses to identify potential security threats and quickly respond accordingly. So, an AI-powered surveillance system can alert staff to investigate the situation further for the customer who is seen accessing their unit at an unusual time of day.

AI-powered predictive maintenance systems can also help businesses prevent equipment failures and reduce the risk of accidents. By analysing data on equipment use and performance, these systems can identify potential issues before they become major problems, allowing businesses to take proactive measures to prevent accidents that may injure staff or customers.

Finally, automation can help businesses improve safety in self storage facilities. Automated equipment such as forklifts and conveyor belts can help reduce the risk of injury and improve efficiency in storage facilities. These machines can be equipped with sensors that detect potential hazards and automatically adjust their behaviour to avoid accidents.

In addition to improving safety, technology and automation can

Tim is an experienced Health and Safety Practitioner, OHS and Environmental systems Auditor and Tertiary Qualified Engineer.

He has held operational and consulting roles, being responsible for Health and Safety and developed, implemented, and maintained OHS and Environmental Management Systems of global organisations in the manufacturing, construction, and logistics industries.

help businesses improve customer experience with mobile apps to allow customers to reserve units and pay for services online. This makes the process more convenient for customers and reduces administrative tasks for staff, allowing them to focus on safety.

Technology and automation such as big data, IoT, and AI can improve safety in self storage businesses. By leveraging these tools, companies can better protect their customers’ belongings, reduce the risk of theft and vandalism, and improve the working conditions for their employees. l Contact the Action OHS Consulting team with any questions about health and safety.

The OH&S Help Desk has been established by the SSAA to support its members. This advisory service is free. Free call 1800 067 313 (Australia); 0800 444 356 (New Zealand); or email admin@selfstorage.com.au. www.selfstorage.org.au

Our NEW Padlock Technology!

The self-storage industry is automating but not every owner wants to invest in expensive electronics. Rubik’s system reduces your investment & operation costs drastically.

• Contactless access for Self-Storage • No expensive retrofitting required • Low cost & low maintenance • Can work as a stand-alone product or with SiteLink

Provide instant access without expensive electronic locks and never mix up locks or codes & make sure tenants can always get in.

• Unlock debtor units immediately when they pay • Secure vacant units • Never forget a PIN • Easy to use

No Subscription Fee! Own it once!

Interested in Rubik?

Speak with our sales manager on

+61 3 9988 2036 Sentinel Storage Security is the partner for the life of your facility.

1300 852 117

0800 746 311

+61 3 9988 2035

AUSTRALIA

NEW ZEALAND

INTERNATIONAL

sales@storagesecurity.com.au www.storagesecurity.com.au

Sentinel Australasia distributes to all of Australia, New Zealand, Indonesia and Asia. Installers and technicians in every state of Australia, NZ and throughout Asia.

36 NEW SERVICE MEMBERS

SSAA welcome two new Service Members

GapMaps You’re in the right place GapMaps empowers self storage and real estate investment operators to make smarter site selection and store network planning decisions.

GapMaps has been helping the world’s most successful businesses in more than 23 countries remove areas of doubt since 2013, with its industry-leading mapping solutions. GapMaps Live enables users to see from the big picture down to the micro level. By integrating the latest 2021 Census demographics, GapMaps curated population forecasts (2031), economic spending insights, self storage and shopping centre locations and traffic counts. GapMaps also incorporated RPData Reporting and Cordell development planning DA's searching to ensure operators are equipped with the facts to make informed location-based decisions.

Site selection

Compare and analyse store catchments, customers, and competitor locations to better understand market potential.

Whitespace gap opportunities

Assess competitor and reference brands’ location strategies to find unmet demand in your existing markets.

Impact analysis

Quickly determine the cannibalisation impact of a proposed new site on any existing sister location.

Optimise your store network

Identify key demographic metrics that support best-performing store catchments to optimise and de-risk future expansion.

Visit: gapmaps.com or email kolt.luty@gapmaps.com to extend a conversation.

INSIDER 131 JULY 2023

Cobra Electric Fencing

Cobra Electric Fencing specialises in advanced security solutions designed to deter and prevent unauthorised access to your premises. By implementing a comprehensive alarm-monitored* security electric fence, you can receive immediate notifications of any perimeter breaches, enabling swift action by security personnel or authorities.

It is crucial to stop intruders from entering your facility before they cause any harm. While security cameras are effective for surveillance, they primarily capture incidents after they have occurred. With Cobra Electric Fencing, the focus is on preventing unauthorised entry, by providing an added layer of security to your existing surveillance measures. Combining advanced technology with physical deterrents is a proactive approach to perimeter security.

Cobra Electric Fencing has a proven track record of success in preventing theft and damage by significantly reducing risk of incidents by making sites less appealing to potential criminals.

The expert team assesses your needs to develop a tailored perimeter electric fence solution that aligns with your site’s layout and requirements.

Investing in effective perimeter security protects your business and assets and safeguards your reputation. Cobra Electric Fencing also offers a range of complementary security solutions, including automated gates, boundary fencing, and advanced access control systems. By implementing a multi-layered security approach, you can create a comprehensive and robust security system for your self storage site.

Don’t wait until an incident occurs. Take proactive steps to secure your self storage premises with Cobra Electric Fencing. *Alarm and monitoring to be facilitated by a security provider Contact 0413 901 007 to discuss your specific requirements cobraelectricfencing.com.au www.selfstorage.org.au

HR 37

Cath Nicholson, Chief Communications Officer, HR Central.

AI.. EI.. OH!

Human Resource Information Systems take care of the boring form-filling, freeing staff to engage in more interesting and challenging tasks.

A

s with most industries, automation and technology have become increasingly part of a Human Resource process within any business or organisation, big or small. These particular systems are often called a Human Resource Information System or HRIS. And for good reason(s).

So why is an HRIS good for any business?

They can save time by replacing the manual collation of documents, filing, sending out and gathering of information and ticking off lists. Additionally, the efficiency of accessing employee data by one login saves time rather than rummaging through the paperwork.

This strategy allows for one key person to manage some processes through an automated system rather than several employees doing the same thing manually. This flows onto cost-cutting as automation cuts down on employee hours on tasks. An employee can give up the boring stuff and get involved in the more interesting and challenging tasks required by the business which contributes towards engagement, retention and productivity.

HRIS helps to:

l Eliminate human error due to datadriven decision making. Based on facts and data alone, it removes the emotional or undetected errors that may occur when individuals have to monitor and analyse specific data and situations. www.selfstorage.org.au

l Automate workflows to highlight individuals’ roles within an organisation. It can help eliminate confusion and enforce accountability regarding who is responsible for what. l Streamline record keeping and track evidence of employee engagement and behaviours.

They can track attendance, policy agreement and performance KPIs to ensure an individual is working to their best capacity or highlight if there are performance issues that require attention. l Support flexible working conditions – high on employee radars in 2023. Suppose an employee holds a position where they can perform most or all of their tasks at a computer. In that case, they can also manage any HR-required activities by logging in from any device, anywhere. l Integrate with other business systems to provide connectivity time and attendance, payroll, and client management systems.

What to look for in an HRIS

l Has the functionality to maintain your employee data and HR templates in one central location. l Allows for an electronic onboarding and induction process - ensure the system can send out contracts and letters of offer and receive back onbaording documentation all in a few keystrokes. l Has the abilityto store evidencebased information such as

certifications, licences and qualifications. l Offers a leave workflow for staff (if the system you choose can sync to payroll software). l Efficient reporting where staff data can be accessed in an instant. l Policy tracking. l Performance reviews. l Termination reporting. l Timesheets/keeping and rostering.

While automation has a winners stamp in many areas, you still need to be a mindful employer by talking and listening to your employees and having meaningful engagement with your team. Connecting individuals so that those that are social and like to collaborate have the opportunity to do so, and those that prefer to work in silos or a more remote capacity can also do so, thereby bringing out the strengths of individuals. And to do this, you need to use your own EI (emotional intelligence) and help develop/harness an employee’s soft skills (personality traits that help with engagement, mentoring, and negotiating, as examples), not just their tech skills.

So let’s use HR automation to enhance some of your business efficiencies and combine it with sharpening your emotional intelligence so that you get the best out of your people every day! l

If you would like any further information call the SSAA

HR HELP DESK 1300 01 SSAA / 1300 017 722

JULY 2023 INSIDER 131

38 LEGAL HELP DESK

Philippa Thorne.

Navigating privacy challenges in a tech-driven world

Privacy management is increasingly becoming a pressing issue in today’s technological landscape.

By Philippa Thorne and James Lyall.

W

hile we frequently hear about privacy breaches affecting, and causing, considerable losses to large companies, it is essential to realise that any business can be affected.

Facility owners must ensure they understand their legal obligations for maintaining customer data, responding to requests for data and reacting to data breaches.

They also need to ensure they follow best practices to safeguard confidential information.

Australian Privacy Principles

The Australian Privacy Principles (APP) are the foundation of the privacy protection framework in Australia under the Privacy Act 1988 (Cth) (Act). The APPs are legally binding principles for any company that qualifies as an APP entity. Put simply, an APP entity is an entity with an annual turnover of more than $3 million. However, there are some exceptions to this rule. For example, entities that provide health services or collect personal information

INSIDER 131 JULY 2023

about another individual for a benefit, service or advantage are considered APP entities, regardless of annual turnover. Businesses within this threshold, or the exceptions, should review these principles to comply with the APP. However, it is recommended that all companies in all industries adhere to the APP. There are 13 APPs which are the principles that govern how personal information is to be collected, used, disclosed and stored. Some of the fundamental principles include: l open and transparent management of personal information; l anonymity options for customers; l disclosure of personal information only in reasonable circumstances; and l taking reasonable steps to protect personal information from misuse or unauthorised access.

If you have questions or concerns regarding compliance with the APPs, please contact the SSAA Legal Help Desk for assistance.

James Lyall

SSAA Privacy Policy and Standard Agreement

The SSAA has four storage agreements for Facilities to use – the Standard Agreement, Managed Storage Agreement, Mobile Storage Agreement and Storage Room Agreement.

While these four agreements have different purposes, they all require the collection and retention of personal information about storers. It is therefore important to understand the agreements’ terms and our data collection and sharing policies.

Collecting Information

The SSAA Privacy Policy (Privacy Policy) permits the collection of information directly from storers, and third parties provided it is ‘reasonably necessary’ to ensure the facility’s security, manage risk and provide information, among other reasons. A copy of the Privacy Policy is available on the SSAA Member’s Portal. www.selfstorage.org.au

Government Requests for Information

Both the Privacy Policy and Standard Agreement expressly permit the facility to disclose storers’ information with law enforcement agencies and government departments (see under heading ‘Disclosure’ in the Privacy Policy and clause 41 of the Agreement).

The Privacy Policy enables facilities to disclose any information about storers when it is ‘reasonably necessary’ or when ‘permitted by law’. This means that when requests are received from government agencies authorised to request information, facilities are within their rights to share this information.

However, ‘reasonably necessary’ is not an all-inclusive term, and facilities should be aware of the risk of sharing information when it is not required. If you have concerns about a government request, contact the SSAA Legal Help Desk to ensure that it is necessary or permitted to share information with the requestor.

Requests from individuals with an interest in property Under the Standard Agreement, facilities may also share information with individuals who demonstrate

“

Facility owners must ensure they understand their legal obligations for maintaining customer data.

a legal or equitable interest in the goods stored to the facility’s reasonable satisfaction, such as liquidators and debt collection services.

Requests from storers

When individuals request to view or correct their personal information, they must give reasonable written notice, attend the facility at the agreed time, and pay reasonable costs for the provision of access. If access is refused, the Privacy Policy requires that the facility provide a written reason for the refusal.

The SSAA Legal Help Desk often assists member companies with requests from individuals, government, agencies and customers to access certain information and can assist with responding to these requests appropriately.

Storing Information

Strong data management is essential to business operations in the modern era. There are a few things that can be done to ensure best practice is followed when managing customer information: l Ensure that you have an

organised and secure data management system. Facilities

should invest in secure data management systems to prevent breaches.

l Train employees in data usage.

Employees should be taught the importance of data management, including their obligations under the Privacy Act, Privacy Policy and Storage Agreements. l Back up and update your data.

Facilities should regularly check whether old data needs to be stored. The OAIC recommends de-identifying or destroying customer-related information that is no longer needed.

Takeaway

The laws surrounding privacy can be complicated and require close attention. If you have any concerns relating to privacy issues, please contact the SSAA Legal Help Desk for assistance. l

Disclaimer: The information contained in these answers is of a general nature and is not intended as legal advice. It is important that you seek legal advice that is specific to your circumstances. Please refer to the SSAA’s website for more information on the SSAA’s Legal Help Desk.

Insurance. Uncomplicated.

As a full-service brokerage, we can provide you with a full review of your storage facility, meet with you face to face, simplify the insurance jargon, and manage your claims.

1300 306 571 midlandinsurance.com.au

40 TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY PTI SECURITY SYSTEMS T: Sales: 1300 798 860 Support: 1300 159 473 E: apac-sales@ptisecurity.com www.ptisecurity.com AD-TECH Security Adrian Rostirolla T: 1300 306 090 E: adrian@ad-tech.com.au www.ad-tech.com.au

AlarmQuip Security Systems Evan Richardson T: 1300 552 520 E: admin@alarmquip.com.au www.alarmquip.com.au

Cobra Electric Fencing Matthew Golland T: +61 413 901 007 E: sales@cobraelectricfencing.com.au www.cobraelectricfencing.com.au Gallagher Group Limited T: +64 7 838 9800 E: sales.nz@security.gallagher.com www.security.gallagher.com

Gallagher Group Limited Epping T: +61 3 9308 7722 E: sales.au@security.gallagher.com www.security.gallagher.com/en-AU/ Solutions QueAccess Pty Ltd Mike Bristol T: 1300 783 222 E: info@QueAccess.com.au www.queaccess.com.au

Rubik Sebastian Kerekes E: sebastian@rubikapp.com www.rubikapp.com

Security Distributors Australia T: +61 8 9240 6281 E: info@securitydistributors.com.au www.securitydistributors.com.au Sentinel Storage Systems Jason Keane T: 1300 852 117/+61 3 9988 2035 E: info@storagesecurity.com.au www.storagesecurity.com.au Ultra Access T: +64 22 177 5270 E: kris@ultraaccess.co.nz www.ultraaccess.nz

ANCILLARY SERVICES Choice Energy Pty Ltd T: 1300 304 448 E: info@choiceenergy.com.au www.choiceenergy.com.au The Energy Alliance Pty Ltd T: +61 3 9872 6869 E: sales@energyalliance.net.au www.energyalliance.net.au PACKAGING VISY BOXES & MORE Ralph Inglese T: 13 84 79 E: vbm_vic@visy.com.au www.boxesandmore.com.au Branches across AUS and NZ

INSIDER 131 JULY 2023

PRINTING

Homestead Press Ingrid Nammensma T: +61 2 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au CLEANING

Sweepers Australia Michelle Maxwell & Vaughan Rose T: +61 3 9562 7533 E: info@sweepersaustralia.com.au www.sweepersaustralia.com.au COMPUTER REPAIR & IT SERVICES

Millennium Technology Shane Goodall T: 0800 724 376 E: info@millenniumtechnology.co.nz www.miltech.co.nz LOCKS

PICHA Group PICHA Projects Dan Willis T: 1300 086 695 E: dan@pichagroup.com.au www.pichaprojects.com.au

RegisBuilt Group Anthony Regis T: 1300 388 224 E: anthony.regis@regisbuilt.com.au www.regisbuilt.com.au Storcad Pty Limited Javier Rezzonico T: +61 447 566 988 E: info@storcad.com.au www.storcad.com.au

Taurean Door Systems Vikram Indugula T: +61 3 9721 8366 E: Vikram.Indugula@stramit.com.au www.taureands.com.au

Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au

Total Construction Pty Ltd Steven Taylor T: +61 2 9746 9555 E: stevet@totalconstruction.com.au www.totalconstruction.com.au

iBidOnStorage Brennan McLoughlin T: +61 2 4302 0605 E: info@ibidon.com.au www.ibidonstorage.com.au

Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au

STORAGE AUCTION

TELECOMMUNICATION

URL Networks Ashley Breeden T: 1300 331 178 E: support@url.net.au www.url.net.au

DESIGN & CONSTRUCTION STORCO STORAGE SYSTEMS

Jonathan Layton T: +61 2 6391 2800 E: jonathan.layton@storco.com.au www.storco.com.au Aluminium Specialties Group PTY LTD Peter McLean T: 1300 257 732 E: pmclean@alspec.com.au www.alspec.com.au

Bruac Design Michael Bruton T: 0406 954 842 E: admin@bruacdesign.com.au www.bruacdesign.com.au Cloustruct Pty Ltd Robert Clouston T: +61 409 726 789 E: bobby@cloustruct.com.au www.cloustruct.com.au

Gliderol Garage Doors Tom Ainscough T: +61 8 8360 0000 E: tainscough@gliderol.com.au www.gliderol.com.au

Janus International Australia PTY LTD Stephen Boxall T: +61 7 3865 1600 E: sales@janusintl.au www.steelstorage.com.au

FINANCIAL SERVICES

Debtplacer James Cook E: support@debtplacer.com www.debtplacer.com

Gallagher Accountants Michael Gallagher T: 1300 263 260 E: michael@gallagheraccountants.com.au www.gallagheraccountants.com.au Suncorp Bank Steve Hammond E: steven.hammond@suncorp.com.au www.suncorp.com.au

HR SERVICES

HR Central Cath Grawe T: 1300 717 721 E: cath.grawe@hrcentral.com.au www.hrcentral.com.au

INSURANCE SERVICES

AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: +61 2 9253 8350 www.aon.com.au/storage AON Risk Services NZ Jeffery Nathan E: jeffery.nathan@aon.com T: +64 9 362 9535 www.aon.co.nz

Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au

www.selfstorage.org.au

TRADE DIRECTORY | 41 Network Insurance Group Joel Morrell T: +61 456 560 500 E: jmorrell@networksteadfast.com.au www.networksteadfast.com.au Wallace McLean Ltd Insurance Brokers and Risk Advisers Simon Keenan T: +64 9 358 7233 E: simon@wallacemclean.co.nz www.wallacemclean.co.nz

LEGAL SERVICES Hunt & Hunt Lawyers Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au www.hunthunt.com.au

LIFTS & HOISTS SOUTHWELL LIFTS AND HOISTS Hamish McGregor T: +61 2 4655 7007 E: sales@southwell.com.au www.southwell.com.au

ABT Loadmac Ltd Chris Walker T: +61 431 281 108 E: chris.w@loadmac.com www.loadmac.com

Orbitz Elevators Pty Ltd Justin Lee T: 1300 851 554 E: justin.l@orbitzelevators.com.au www.orbitzelevators.com.au Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au www.safetech.com.au

MANAGEMENT SERVICES Kennards Self Storage Management Services Fiona Harding T: +61 2 9764 9815 E: fiona@kss.com.au www.kss.com.au

Pioneer Performance Leigh Thewlis T: +61 438 021 944 E: admin@pioneerperformance.com.au www.pioneerperformance.com.au

Storage King Management Services Martin Richards, Australia/ New Zealand T: +61 2 9460 6660 E: martin@storageking.com.au www.storageking.com.au StoreLocal Mark Greig T: 1300 099 022 E: partners@storelocal.com.au www.storelocal.com.au

Vision Self Storage Management Gavin Koorey T: +61 2 9432 2880 E: gavin@vssm.com.au www.vssm.com.au

www.selfstorage.org.au

OHS SERVICES

SOFTWARE SOLUTIONS

OHS Action Consulting Craig Salter T: +61 409 772 499 E: craig.salter@actionohs.com.au www.actionohs.com.au

STORMAN AUSTRALIA

REAL ESTATE & VALUERS CBRE Limited Peter Hamilton T: +64 9 355 3333 E: peter.hamilton@cbre.co.nz www.cbre.co.nz

CBRE Dylan Adams T: +61 7 3833 9833 E: dylan.adams@cbre.com www.cbre.com.au/people-andoffices/corporate-offices/brisbane

Colliers Rishikesh Elkunchwar T: +61 2 9017 6910 E: Rishikesh.Elkunchwar@colliers.com www.colliers.com.au/en-au Collins & Associates Malcolm Collins T: +61 3 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com Cushman and Wakefield Linda Sharkey T: +61 3 8359 0091 E: linda.sharkey@cushwake.com www.cushmanwakefield.com

Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au

JLL Mitchell Cope T: +61 428 460 000 E: mitchell.cope@jll.com www.jll.com.au

m3property Jeremy Hoffman T: +61 7 3620 7900 E: Jeremy.hoffman@m3property.com.au www.m3property.com.au My Haus Property Group Kira Steinhaus T: +61 7 5478 9122 E: info@my-haus.com.au www.my-haus.com.au Urbis Shane Robb T: +61 2 8233 7627 E: SRobb@urbis.com.au www.urbis.com.au

Valuation Partners Martin Fallon T: +61 3 9674 0374 E: mfallon@valuationpartners.com.au www.valuationpartners.com.au

T: +61 7 3319 1522

STORMAN NEW ZEALAND T: +64 9 280 3393

E: sales@storman.com www.storman.com Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au www.centreforceit.com.au GapMaps Pty Ltd Kolt Luty T: +61 417 841 680 E: kolt.luty@gapmaps.com www.gapmaps.com

Sitelink Michael Dogger T: +61 7 3889 9822 E: support@sitelinksoftware.com.au www.sitelinksoftware.com.au Storeganise Miles Davison T: +1 416 639 0873 E: hello@storeganise.com https://storeganise.com/

STORAGE CONTAINERS UNIVERSAL STORAGE CONTAINERS (USC) Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com AIM Quickbuild Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.boscontainer.com.au

Royal Wolf Trading Craig Baker T: +61 2 9482 3466 E: removals@royalwolf.com.au www.royalwolf.com.au

WEBSITE DESIGN Big Budda Boom Pty Ltd Andy Pudmenzky T: 1300 660 937 E: info@bigbuddaboom.com.au www.bigbuddaboom.com.au Digital First Robbie Cameron T: +27 216-713233 E: info@digitalfirst.co.uk https://digitalfirst.co.uk/ R6 Digital Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6digital.com.au

Unwired Logic Aaron Farney T: +81 034 588 4511 E: info@unwiredlogic.com www.unwiredlogic.com/en/

JULY 2023 INSIDER 131

42 NEW MEMBERS ADDITIONAL FACILITIES Safeguard Self Storage Timaru 33 Washdyke Flat Road WASHDYKE TIMARU 7910 T: 0800 437 640 E: timaru@sgss.co.nz –––––– Storage King Mulgrave 705 Springvale Road MULGRAVE VIC 3170 T: +61 3 8902 8215 E: mulgrave@storageking.com.au

AUS SERVICE INDUSTRY Sumitomo Mitsui Trust Bank Ltd Suite 3 Level 39/259 George Street SYDNEY NSW 2000 T: +61 2 8022 0103 E: ishikawa.tetsuya@smtb.com.au

FACILITY MEMBERS Arbice Codi Pty Ltd 255 Kennedy Terrace CAMBRIDGE TAS 7170 T: +61 7 5493 4455 E: info@robyngraphs.com.au –––––– Bays Self Storage 2023 Limited 35 Bute Road BROWNS BAY AUCKLAND 0630 T: +64 210 857 2763 E: baysselfstorage@gmail.com –––––– Civium Property Group Pty Ltd T/A Bundaberg Cheap Storage 27 Charlie Triggs Crescent BUNDABERG QLD 4670 T: +61 7 4131 8000 E: admin@cheapbundaberg storage.com.au –––––– East Terrace Storage 15B East Terrace LOXTON SA 5333 T: +61 408 846 392 E: leonie.corevalue@gmail.com

Easystorage 59 Sunshine Avenue TE RAPA HAMILTON 3200 T: 0800 625 337 E: hello@easystorage.co.nz –––––– P & J Storage 8 Juniper Way DAVENPORT WA 6230 T: +61 429 702 107 E: gpeterp@outlook.com –––––– Handy Storage 77 Felton Mathew Avenue SAINT JOHNS AUCKLAND 1072 T: +64 9 948 2300 E: info@handystorage.co.nz –––––– I & M Westcott Trading As Parkes Security Storage 74-78 Station Street PARKES NSW 2871 T: +61 2 6862 1265 E: admin.centralwest@century21.com.au –––––– Midvale storage 7 Farrall Rd MIDVALE WA 6065 T: +61 418 912 517 E: adam@rapidtilt.com.au –––––– Mordiallock Self Storage 48 Lamana Road MORDIALLOC VIC 3195 T: +61 419 598 817 E: t_nikolopoulos@hotmail.com –––––– Self Storage Central 4/29 Upton Street BUNDALL QLD 4217 T: +61 417 648 872 E: seqglass@gmail.com –––––– T & S Storage Solutions 114 Mannum Road MURRAY BRIDGE SA 5251 T: +61 433 627 891 E: tandsstoragesolutions@gmail.com

Code of Ethics

The Self Storage Association of Australasia’s Code of Ethics are fundamental to the values of the SSAA and essential to achieving its mission to lead the storage industry in Australasia by promoting the highest standards of ethics and professional excellence for the ultimate benefit of all members and customers. As a SSAA member, you are required to follow the Code.

1. Members will ensure that their workplace is a safe environment for employees, customers and other visitors to the site.

2. Members will treat all employees, customers and visitors to the site with respect.

3. Members will promote the positive image of the industry through ethical and honest advertising and business practices.

PROVISIONAL MEMBERS Lockbox Self Storage 14 Trant Road GERALDTON WA 6530 T: +61 427 948 895 E: natbgroup@gmail.com –––––– David Worley YATALA QLD 4207 T: +61 416 111 259 E: dave@flightmarine.com.au –––––– Emma Brown POLO FLAT NSW 2630 T: +61 414 781 634 E: congobeachhouse@gmail.com –––––– Johan Barnard CASHMERE QLD 4500 T: +61 427 996 555 E: jbarnard000@gmail.com –––––– Kris Turner CANNINGTON WA 6107 T: +61 8 9451 7885 E: manager@nextgenbuslines.com.au –––––– Paul McClure STEPNEY SA 5069 T: +61 418 815 834 E: paul@backcentre.com.au

SERVICE MEMBERS Gallagher Accountants 4/2 Enterprise Drive BUNDOORA VIC 3083 T: 1300 263 260 E: michael@gallagheraccountants. com.au –––––– Security Distributors Australia Pty Ltd Unit 1, 33 Delawney Street BALCATTA WA 6021 T: +61 8 9240 6281 E: info@securitydistributors.com.au

5. Members will comply with all relevant local, state and federal government laws and regulations regarding a self storage business.

6. Members will use a current approved SSAA storage agreement or develop an alternative that delivers the equivalent contractual agreement.

7. Members will ensure that staff are competent in their duties and complete appropriate training in current industry practices.

8. Members will participate honestly, cooperatively and transparently with any investigation by the SSAA into any alleged breach of this Code of Ethics.

4. Members will undertake to report any suspected criminal activities to the relevant authorities.

INSIDER 131 JULY 2023

www.selfstorage.org.au

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