Our Approach To Your Success

The self-storage industry is experiencing rapid technology adoption, with many teams struggling to align and integrate solutions effectively across departments. This lack of coordination often leads to redundant tools, communication gaps, and operational inefficiencies. WiSH Consulting Group specializes in helping self-storage companies address these challenges by developing an integrated, cross-functional approach to technology adoption that prioritizes the customer journey. Our project plan focuses on evaluating, documenting, and recommending a cohesive technology and process framework for COOs, VPs of Operations, Directors of Operations, Owner/Operators, VPs of Acquisitions, and CEOs.

• Comprehensive Evaluation: Analyze existing technology tools and workflows within the self-storage organization to identify redundancies, gaps, and inefficiencies.
• Documentation & Vision Setting: Capture the current state of operations and align stakeholders on a future-state vision that streamlines technology use across all departments.
• Technology Recommendations: Provide strategic guidance on selecting, implementing, and integrating technology solutions that enhance operational efficiency and improve the customer journey from online rental to move-out.
• Workflow Optimization: Define workflows and communication channels that reduce task duplication, close communication gaps, and increase overall alignment.
• Establish Success Metrics: Develop KPIs that track progress, measure technology impact, and ensure alignment with business objectives.
• Multi-Departmental Collaboration: Create a framework for ongoing collaboration across departments to ensure a sustainable, unified technology environment.

Industry Challenge

With the speed of technological advancements, traditional self-storage teams find it difficult to keep up with and integrate emerging solutions across different departments. Many self-storage businesses make tech adoption decisions in isolation, leading to fragmentation and suboptimal technology use that impacts the customer journey and operational efficiency.

Common Pain Points

1. Isolated Technology Decisions: Departments select solutions without alignment, creating redundant tools and expenses.
2. Missed Communication: Technology gaps create breakdowns in communication between field operations, back office, and customer service, impacting customer satisfaction.
3. Operational Delays: A lack of streamlined workflows leads to operational inefficiencies and delays, increasing the burden on field operations and other departments.

Phase 1: Discovery and Current State Documentation

• Objective: Capture the organization’s current technology stack, workflows, and departmental objectives.
• Activities:
  • Conduct stakeholder interviews with COOs, VPs of Operations, Directors of Operations, Owners/Operators, VPs of Acquisitions, and CEOs.
  • Map the customer journey from online rental through move-out.
  • Document technology tools used by each department, highlighting redundancies and communication gaps.

• Objective: Establish a shared vision for a cohesive technology strategy that supports an optimal customer journey and efficient operations.
• Activities:
  • Facilitate a cross-departmental workshop to align on key objectives and future state outcomes.
  • Define success metrics, including KPIs for customer experience, operational efficiency, and technology ROI.

• Objective: Provide targeted technology recommendations aligned with future-state goals.
• Activities:
  • Conduct a gap analysis to identify missing functionalities and integration needs.
  • Assess current and prospective tools for compatibility, usability, and alignment with organizational goals.
  • Recommend solutions that reduce tool redundancy, improve cross-functional communication, and support the end-to-end customer journey.

• Objective: Develop standardized workflows that align with technology choices and reduce operational burdens.
• Activities:
  • Define workflows across departments to ensure a seamless handoff at each stage of the customer journey.
  • Establish a process for tracking and updating workflows to adapt to future technology changes and operational needs.

• Objective: Foster ongoing collaboration between departments to ensure alignment and optimize technology use.
• Activities:
  • Set up regular interdepartmental meetings to monitor technology performance and customer journey effectiveness.
  • Develop a feedback mechanism to continuously refine processes and technology based on input from all levels of the organization.
  • Provide training and resources to maintain knowledge of best practices for technology integration.

WiSH Consulting Group is uniquely positioned to help self-storage companies navigate the complexities of rapid technology adoption. Our comprehensive approach ensures that every technology decision is made with the entire customer journey and organizational efficiency in mind. By partnering with us, self-storage leaders gain a trusted advisor who understands the unique challenges of their industry and provides the strategic guidance to create an aligned, efficient, and technology-driven future. 

The project will conclude with a detailed implementation roadmap, including success metrics that track the efficiency gains, customer journey improvements, and ROI on technology investments. Key metrics will include:

• Customer Satisfaction: Improvement in customer journey touchpoints (online rental, in-person interactions, move-out).
• Operational Efficiency: Reduction in task redundancy and operational delays.
• Communication Effectiveness: Enhanced cross-functional communication with fewer missed messages.
• Technology ROI: Decreased spending on redundant technologies and improved alignment with future-state goals.

WiSH Consulting Group is committed to empowering self-storage companies to leverage technology strategically, transforming isolated decisions into an aligned, efficient system that supports business growth and enhances the customer experience. By guiding organizations through a structured evaluation and alignment process, WiSH helps transform the technological landscape from a source of friction into a seamless framework that supports the customer journey end-to-end.