Freedom Storage Goes Contactless

As shelter-in-place orders went into effect across the United States during the height of the COVID-19 pandemic, operators had to quickly adapt to a changing world and new way of doing business. With the help of Storable’s platform of powerful technology, Freedom Storage was able to adapt, overcome, and thrive during an uncertain time.

The Challenge

Adapting to a Global Health Crisis

Jim Mooney has more than 20 years of experience in the storage industry. He started as a site manager, working his way up to become the Vice President of Operations at Freedom Storage Management in 2019. When COVID-19 hit, he was tasked with the challenge of delivering exceptional customer service while offering safer, contactless move-ins.  

Jim knew Freedom’s customer base represented a broad spectrum of technology users, with some only willing to do business in person or over the phone, while others preferred a completely online interaction. In addition to keeping their employees and customers safe, they needed to provide ways for all of their customers to feel they’d received the service Freedom was known for, while not over-burdening their employees.

17%

Increased online move-in rates by 17% from 2019 to 2020

8%

Adding SiteLink's online move-in link to their communications saw an additional increase of 8%

25%

Total increase of 25% in online move-ins

The Solution

By sourcing the automation capabilities in SiteLink Software, Freedom Storage Management delivered exceptional customer service throughout the public health crisis and set itself up for future consumer demands for contactless move-ins.

With SiteLink Web Edition, they were able to:

Enable eSign- Tenants could sign leases, letters, and forms from anywhere using a signature pad, mouse, keyboard, or a touchscreen like a smartphone or a tablet. If customers preferred “in-person,” Freedom was able to set up tablets to collect signatures and answer questions in a safely distanced yet personable interaction.

Expand Automatic Communications- based on operator selected triggers, SiteLink automatically sends forms and letters, including booking confirmations, past due notices, and proof of insurance reminders. By including SiteLink’s move-in URL in their outbound communications with new leads, they significantly decreased time to booking.

Improve Team Performance & Service- Automation reduced the team’s operational burden, allowing them to work smarter, not harder. This gave them more time to devote to the customers who preferred a phone call or in-person interactions, leading to an overall increase in positive customer reviews.

The Impact

Increased Online Move-Ins

Using SiteLink’s automation capabilities, they increased their online move-in rates by 17% between 2019 and 2020. By adding SiteLink’s online move-in link to their communications, they saw an additional 8% increase for a total rise of 25% in online move-ins.

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