Streamlining Visitors Management System through Technology

Streamlining Visitors Management System through Technology

Jeff Stott has been with Extra Space Storage for nearly five years now. As the Vice President of Information Systems Technology, Stott works directly with a variety of teams to build the next generation of software, optimize the current website, migrate applications with cloud platforms, and provide data for reporting and analytics. Prior to joining Extra Space Storage, he has also worked in a variety of industries, including retail, food distribution, and consumer products.

What are some of the challenges you've witnessed in the Visitors Management System space, and how do you address those challenges?

Due to staffing shortages, it has become difficult to understand what is happening at the properties. To address this issue, we rely on technology and allow self-servicing. This augments the capability of the store managers. For example, we are giving our customers access to mobile apps so that they can access facilities without relying on staff. We have also implemented a lot of kiosks to facilitate the cumbersome process of renting and making payments.

Extra Space is a real estate company operating more like a retail company dealing with a large number of customers across the U.S. The company places a high value on the customer experience focusing on three essential aspects: care, appreciation, and information. From a customer service perspective, many of our customers are undergoing a life transition and require our assistance. In such a scenario, our philosophy is to make sure they understand that we care about them and are concerned about their well-being. We also appreciate clients' businesses to ensure they feel valued.

"To provide services to clients effectively, my advice is to first listen to them and try to comprehend their problems"

We assist customers by providing timely access to critical information. Most of our customers have never utilized self-storage service before. Therefore, we aim to ensure that we're truly educating them regarding the new processes—be it digitally or in person. We also enable clients to be aware of their requirements and make sure that they are rightly addressed.

What do you think the real estate industry will look like in the next 12 to 24 months?

We need to make sure that our technology strategy ensures that we have the greatest real estate or self-storage platform in the industry. This will assist many third-party owners in using our platform and making it their first choice for providing the greatest self-storage service to their customers. We also perform a number of tests on our website all the time in order to augment its capability and also see what other services we can provide in addition to the rental.

What is your advice for the upcoming professional in the visitor management system field?

To provide services to clients effectively, my advice is to first listen to them and try to comprehend their problems. By gaining a better understanding of the problem, we'll be able to think of better ways to fix it and come up with the best solution. Furthermore, before iterating on a new idea to address those pain points, test it and see how your customers react to it.

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