Q&A with SAM Director of Virtual Operations, Lee Kunkel

Q&A with SAM Director of Virtual Operations, Lee Kunkel

Q:  What are some advantages of the virtual operations model?

A:  The V.O. model reduces expenses by minimizing the need for on-site staff and physical office space, leading to lower operational expenses. It enhances customer convenience through online reservations, digital access/gate control, and automated payment systems, allowing 24/7 service. Additionally, it improves operational efficiency by enabling remote monitoring, smart security systems, and centralized management across multiple locations.

Q:  How is a virtual operations team structured for each facility?

A:  Onsite, we have our field service rep. They make sure the property is maintained, secure, and assist any tenants and vendors. With our model and technology, we can be very strategic on when, and how many hours they are needed onsite. Our team of highly trained and skilled virtual store managers (VSMs) and Customer Care Center (CCC) agents handle move-ins, customer inquiries, and oversite of the location. We use technology like smart locks and AI Security to smoothly operate and secure the locations.

Q:  How do you ensure a high level of customer service in the virtual operations model?

A:  Our VSMs and CCC agents are highly trained and skilled. They are much more than a “phone rep” and have access to technology that allows them to remotely manage gates, smart locks, and more. Our phone and SMS platforms are highly advanced and allow us to strategically route calls, send SMS messages, and more.

Q:  What tools and technologies do we use to ensure smooth virtual operations?

A:  Smart locks, enhanced access control, AI cameras, and units monitoring (StorageDefender).

Are you interested in how our third-party management solutions can enhance your business? Send us an email at info@storageasset.com to connect!