StrongPoint’s team is the heart of their company – that will never change. With their kiosks, StrongPoint Self Storage has a backup whenever a manager is unavailable and an option for those who prefer self-service tools over working with staff. For call-in tenants, INSOMNIAC Live! Storage Counselors provide rollover phone support so that when managers step away, they feel confident any missed call will be answered.
“If a manager can’t come in, there’s not much we can do because of the facilities’ distance,” says Tuma. “That’s when we really lean on our kiosks, especially in the case that, heaven forbid, it’s an emergency and we’re unprepared.”
This worst-case scenario came true for their Lake Charles location when the site manager woke up to a flood in her house. “She had a pipe leak and was wading in water through her home,” Tuma says.
“She was up all night trying to clean up the water and figure out what to do,” Tuma continues. “I would have said this even without the kiosk, but I told her, ‘We have a kiosk. We have a call center. Go nap and get some food. It’s OK, we have it handled. Go handle your business.’”
Tuma reports that the rest of the day went off without a hitch – she monitored the property via onsite cameras, OpenTech Storage Counselors handled any incoming calls, and all walkup traffic served themselves with the kiosk onsite.
The best news: the manager was able to not only handle the calls to her insurance and plumbers to clean up the flood but also leave the next day for a trip she had planned for months. “She still got to go out of town that weekend, and we had everything covered because we had the kiosk and the call center.”