Setting-up and Running Unmanned Self-Storage Facilities
A guide for independent operators looking to automate and streamline their business.
Introduction to Automation in Self-Storage
Self-storage is a very homogeneous offer. Aside from location and price, there are few real differentiating factors. What really can set one offer apart from the other is the speed of their customer service and replies. Interestingly, a major part of the self-storage customers sign up with the first facility that replies to their inquiries. For smaller operators, maintaining a 24/7 staff for customer service is neither feasible nor cost-effective. The solution? Automation. Advancements in artificial intelligence (AI) and chatbot technology have made it easier for self-storage businesses to offer round-the-clock support. These tools can handle common customer queries efficiently, ensuring that your business is responsive even outside of regular business hours.
The second big selling argument operators have to convince new customers is convenience. More and more operators are switching smart access control. Entrance doors to the facility and individual areas that are equipped with smart locks, make it easier to run unmanned facilities without compromising security. For example, if a customer has trouble accessing their lock, their identity can be verified with a video call and the door lock reset remotely.
These tools are practical, readily available and have become much more affordable in the recent past. Yet there is a persistent idea in the industry that unmanned and automated self-storage operations are for the big chains with multiple locations. However, in fact smaller operators can benefit from them just as much, if not more. The majority of self-storage operators in Australia are small businesses that manage 1-5 facilities. At such a small scale any savings in personal cost or any efficiency gains from automation have a much bigger impact on the bottom line and the effort of running the business.
Implementing automation might feel overwhelming for those who have been in the business for years or even decades. But fear not—automation doesn't have to happen all at once. It can be approached gradually based on your budget, strategic goals, and the specific needs of your business. We can break down automation into two key areas: facility infrastructure and software solutions. Automation can be a gradient. There is no pressure to switch from a manned operation to a fully automated, unmanned one. A tailored, individual solution exists for every business, depending on the strategic goals, possibilities, and budget.
Facility Infrastructure: Where to Start with Automation
The physical side of automation focuses primarily on access control. Traditional keys and padlocks are reliable but require manual intervention for lock changes, missed payments, or lost keys. Smart locks offer a better alternative, enabling remote management of unit access.
Start by upgrading your most popular unit sizes to avoid high upfront costs. This allows you to gather data, test the system, and assess the return on investment (ROI) before committing to a larger rollout. You can also use smart cameras and motion sensors to monitor the facility remotely, reducing the need for frequent physical visits while maintaining security.
Software Solutions: Streamlining Day-to-Day Operations
Having the right software to manage various aspects of the business is the most crucial step – and the one with the most time-saving potential. Automation works best for routine and repetitive tasks such as booking, signing, invoicing, payments, and confirmations. Modern CRM solutions for self-storage also take over many repetitive tasks in managing existing customers and onboarding new ones. We briefly discussed using AI and chatbots to deflect common questions. This is not the limit of possibilities. We partner with various self-storage management providers to create custom-fit solutions. So, we can cover the whole range, whether it's just automating bookings, invoicing, and payment or letting customers select and book units through a WhatsApp chatbot. A fully automated customer journey could look something like this:
Here's an example of what a fully automated customer journey might look like:
Discovery: A customer sees your online ad, clicks, and is directed to your website or app.
Unit Selection: They use an interactive storage calculator to choose the right unit size and optional features, like climate control.
Booking & Payment: They get an instant quote, select a move-in date, and sign the lease digitally. The system processes their payment and generates access credentials.
Access: On move-in day, the customer receives a digital key or access code, eliminating the need for an on-site staff member.
Ongoing Management: If the customer misses a payment, the system automatically locks them out until the balance is settled.
End of Lease: When the lease ends, the system updates the customer on their move-out process, and their access credentials are deactivated. They also receive offers for lease extensions or promotions.
The entire process can be managed remotely, saving time and reducing staffing needs while ensuring that customers receive a smooth and responsive experience.
Overcoming Common Challenges in Automation
Automating your self-storage facility may have a few challenges, especially if you've been running your business manually for years. We know we have been in the industry for several decades. Here are some ways we can help to ease the transition:
Start Small: We can help you select one or two automated systems before fully transitioning to an unmanned facility.
Scalable Solutions: We work with systems that can scale as your business grows, ensuring you won't outgrow your software or hardware investment. Certain benefits like steady demand and passive income are appealing; a promising self-storage profit margin also makes the business lucrative.
Train Your Staff: Even if automation reduces the need for hands-on staff, those who remain must understand how the new systems work, especially when troubleshooting customer issues.
Communicate with Customers: Be transparent with your customers about the new automated systems. Create guides or FAQ sections that explain how to use digital locks or what to expect from chatbots.
Final Thoughts: The Future of Self-Storage
Automation isn't just the future—it's the present. Adopting the right technology allows even small, independent self-storage operators to compete with larger chains. Whether upgrading facility access, using chatbots to answer customer inquiries, or implementing a complete CRM solution, the key is to start with what makes the most sense for your business today. As technology evolves, automated self-storage facilities will likely become the industry standard. Operators who embrace these tools early will find themselves ahead of the competition, offering a seamless, modern customer experience while improving their bottom line.
