he pandemic has had some lasting effects, and not just on our national psyche. For one, it brought back the languishing QR code, which marketers had never quite known what to do with, to replace handheld menus. It also ushered in the already burgeoning concept of curbside pickup, allowing customers with a vehicle to completely avoid stepping foot in potentially crowded stores. And while COVID may have necessitated the use of both, the convenience each provided meant that although COVID would eventually go away, QR codes and curbside pickup would remain.

One self-storage company that isn’t afraid to be a little disruptive in the industry is 10 Federal Storage, which operates 20,000-plus units at more than 75 locations across 14 states. From fully automated locations to the use of security drones, the company often looks for new and innovative ways to improve the customer experience, whether it’s to offer more convenience or provide more safety. Now, 10 Federal has launched its new “Curbside Rental & Service Center” concept for its owned and managed properties.

The 10 Federal Curbside Rental & Service Center offers customers a way to easily engage in the rental experience without ever stepping foot inside a store, without ever speaking to an agent. “A lot of people are simply more comfortable with these types of experiences nowadays,” says Andrew Capranos, president of 10 Federal Storage. “Of course, the pandemic made curbside shopping the new norm, and now we are happy to be the first to bring it to the self-storage industry.”

Similar in look to other curbside pickups but bolstered by complex tech being the scene, customers pull in within their vehicle, scan a QR code to access a portal, and then they can instantly rent a unit, manage their account, pay bills, get their access gate code and DaVinci Lock unlock code, report issues, and even move out.

Capranos says that he and his team had been exploring the idea for a while. Although most curbside service is found in retail and restaurants, they didn’t see why the concept couldn’t be applied to self-storage. “We already use self-serve storage kiosks, so why not take it a step further?”

Capranos’ instincts were right; according to eMarketer, 62 percent of shoppers in the U.S. now expect businesses to have some sort of curbside service. The outlet expects these “click-and-collect” buyers to grow to 150 million by the end of 2024, representing 53 percent of the population. “The ability to offer curbside service is key to a customer experience for the modern-day shopper,” says Salesforce’s Michelle Grant, senior manager of strategy and insights. “Consumers have become addicted to convenience in all aspects of their life. And this is the most convenient way of fulfillment for those who have a car, which is a lot of Americans.”

“We did do our research though,” says Capranos. To understand customer needs for such a service, 10 Federal had a disposition tool built for their call center to determine the main reasons people would call in. After a period of monitoring calls, he says they knew the majority that came in could be handled through a curbside service.

One unique aspect of the technology is that it does not require tenants to download another app. “The last thing someone wants is another app running in the background on their phone, right?” laughs Capranos. “So, we built a web tool that works just like an app but isn’t. When they scan the QR code, it takes them to the Tenant Connect portal, which has all the tools and buttons you’d expect on an app, but it’s web based.”

Comparisons to a kiosk are also quickly thrown out the window. “With a kiosk, you have to go into the store—maybe in the snow, heat, or rain—and input your information on someone else’s device. Why do that? Everyone has a thousand-dollar kiosk in their pocket—their phone! People can stay in the safety and comfort of their car, use their own phone, and save time because it’s likely to auto-populate your information and payment details.”

The portal also includes 10 Federal’s built-in AI-powered chatbot, which can handle 85 percent of all inquiries without human intervention. “This has led to a significant drop in our call volume in our call center,” continues Capranos. “Since implementing the Tenant Connect portal, calls are down about 50 percent compared to last year, and we’re having one of our best rental seasons ever.”

He is quick to point out that if a customer does need a human touchpoint, that option is available. “If the bot can’t help, it’ll direct them to an agent, or they can just request a live agent for additional assistance.”

Capranos believes that as the idea catches on, they’ll also save money on kiosks. “If a customer is using their own phone, eventually you don’t need that kiosk. You don’t need that office. Think about the savings there. Plus, it’s super easy to update it when needed since it’s a web-based technology.”

Although the 10 Federal Curbside Rental & Service Center is a new launch, Capranos and his team are already adding new features. “Just last month we created an ‘auction buyer’ feature,” he explains. “We do a lot of online auctions, but there’s always been this little hiccup with them, especially for our automated facilities: How does an auction buyer, who’s put down a deposit, get it back?”

In a traditional facility, the auction buyer would simply go to the counter and get it back from the property manager. But in an automated facility, they need to reach the call center and begin processing a refund that way.

“Now, with this new feature, they can just put in their phone number, upload a photo of their unit, and it will refund them their auction deposit once the unit’s cleaned out,” says Capranos. “This has helped reduce abandoned goods on our properties and get our units cleaned out a lot faster after an auction.”

What’s next for 10 Federal Storage? If they have another innovation up their sleeve, Capranos isn’t sharing it yet. He says they’ll be focused on rolling out this new initiative across their stores while continuing to do what they do best: “constantly pushing the boundaries of innovation.”

“Modern consumer expectations are driving the evolution of self-storage. Our new Curbside Rental & Service Center is designed to meet these changing needs, offering unparalleled convenience and efficiency,” says Capranos. “But we won’t stop there. We are dedicated to enhancing customer experience and operational efficiency and finding new and innovative solutions in the self-storage industry.”