Revolutionizing Storage Facility Operations

Introduction

In the bustling world of storage facilities, efficiency and customer satisfaction are paramount. KISS Solutions aimed to transform the way facilities engage with their visitors. Collaborating with Momentum Inc., they embarked on an innovative journey to develop a virtual attendant poised to revolutionize the industry.

The Challenge

Operational Inefficiencies

Despite the profitability of the storage facility industry, operators face a couple of significant challenges:

• High Operational Costs: Staff often encounter only a handful of customers daily, leading to inefficient labor costs.
• Complex Procedures: Simplifying the move-in/out process and payment procedures was essential.

To tackle these challenges, KISS developed and marketed a two-way video solution that allowed remote personnel to engage in live conversations with visitors. The attendant's face would appear on a wall-mounted display, and if a visitor wished to reserve a storage unit, the attendant could complete the transaction.

This solution was effective, but there was room for further refinement:

• Limited Accessibility: Facilitating 24/7 rentals and improving customer interaction were critical needs. Attendants were only available during normal business hours.
• Customer Experience: Many potential customers left without realizing assistance was available via camera.

KISS Solutions enlisted Momentum's help in developing a self-service kiosk solution that overcomes these challenges while maintaining high service quality.

The Solution

Crafting an Innovative Self-Service Kiosk

Momentum Inc., leveraging over 35 years of experience in digital media and environmental graphic solutions, developed a first-of-its-kind self-service "auto-attendant" for storage facilities, built using Intuiface.

Nicknamed "Mason", the implementation is comprised of a dual-display kiosk system featuring a new, freestanding self-service kiosk paired with the existing wall-mounted screen already used for live interaction and advertisements. Installed inside all facilities but also installed outside some facilities for drivers, this self-service kiosk application was integrated with property management software (PMS) like Sitelink and storEDGE to enable real-time data access to information about available storage units, specifications, and costs. A driver's license card reader collects information required for rental agreements. The agreement itself is automatically built using captured data, then displayed to the visitor and emailed to them.

Using Mason, a single store manager can remotely operate multiple locations in real-time via a live video chat. Each location is equipped with cameras, door sensors, and proximity detectors. When a customer arrives at a storage facility, the manager receives a notification on their mobile or desktop device. Using a custom web application, the manager initiates a two-way virtual call and communicates face-to-face to act as an attendant and assist with the customer’s storage rental needs.

The live, two-way call enables the manager to answer questions and guide visitors through the check-in or check-out process. For after-hours arrivals, the auto-attendant, activated by the store sensor, captures their attention, encourages a self-service experience, and allows customers to walk through the entire rental process.

The Value of Intuiface

Intuiface software played a pivotal role in the creation of the Mason auto-attendant.

• Rapid Prototyping: Momentum developed a working prototype within one month, significantly faster than custom coding. Future updates are quickly added by Momentum and evaluated by KISS, resulting in a rapid, iterative lifecycle for enhancement rollout.
• Headless CMS: Facilitated easy content management and updates, allowing KISS to control client-specific customizations.
• No-Code Cloud Service Integration: Simplified real-time connections with property management software to ensure accurate unit availability and price display.

Results

The auto-attendant solution has been successfully deployed across 120 facilities in the US. Assessment of these deployments has highlighted a range of operational benefits.

• Cost Reduction: Lowered staffing expenses while maintaining high service standards.
• Increased Efficiency: Managers could efficiently handle multiple sites, optimizing resource allocation.
• Reduced Staffing Needs: Managers could oversee multiple locations remotely, enhancing labor efficiency.
• Improved Customer Interaction: Fewer customers left without engagement, increasing booking rates.
• 24/7 Accessibility: Enabling customers to rent units at any time.
• Streamlined Processes: Simplifying payment and move-in/out procedures

Looking Ahead

KISS and Momentum continue to innovate, exploring future updates using Intuiface:

• Embedded video feeds: Two-way video integration directly into the kiosks. This has already been integrated and is in use on select kiosks.
• External payment readers: Adding external card readers to streamline payment.
• Remote kiosk control: Permitting attendants to "drive" the self-service kiosk as a visitor watches

Conclusion

KISS Solutions and Momentum Inc.'s collaboration, powered by Intuiface, exemplifies the transformative potential of technology in the storage facility industry. By addressing core challenges and enhancing customer experiences, they have set a new standard for operational efficiency and customer satisfaction in an industry not known for innovation.