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Help Is On the Way! Working With Tech Support to Solve Your Self-Storage Software Problems

There will likely come a time when you need help with your self-storage management software. Do you know where and how to get it? Learn about your options, plus how to prepare before talking to a tech-support representative.

Eric Gandarilla

June 1, 2023

4 Min Read
Working With Tech Support to Solve Your Self-Storage Software Problems

Management software plays an increasingly vital role in the success of any self-storage business, and more and more providers enter the market every year. The features and functionality become increasingly similar, too. To ensure they see the best return on their investment, facility operators need to be wise with their choice of product. There are plenty of factors that separate the bad from the good from the best, but one of the most important is technical support.

As self-storage software becomes more sophisticated, the need for high-quality, responsive tech support becomes much more critical. Here’s advice on when to seek it, where and how to get it, and how to prepare for that important conversation.

Tech Support 101

In the simplest terms, tech support is your go-to for anything that goes wrong with your self-storage management software. This team of professionals should be able to provide clear answers to any questions you may have about your product’s functionality. Whether this is in-depth, step-by-step instructions, help with a specific feature, or a simple answer to a quick inquiry, a quality provider should be able to handle it.

Pro tip: Keep an eye on contracts with software providers for a section that outlines tech-support parameters. Strong companies will have clearly defined timelines for how soon you’ll receive support after requesting it.

Gathering Information

The essential thing for you to know is tech-support teams love details. The more information you can provide about your self-storage software and the issue you’re facing, the better the help you’ll receive. You’ll also get that assistance more quickly. In fact, the right information can mean the difference between reaching a resolution in a matter of hours or days.

First, by knowing all the details, the team will be able to investigate faster and determine if your ticket requires escalation. Even a relatively simple software issue can take longer than necessary to fix if the helper must troubleshoot and ask a lot of questions to eliminate potential problems. Details also reduce redundancy.

Here’s a list of key information to have on hand before reaching out to tech support:

  • Self-storage facility location

  • Login for your software

  • The units/tenants affected

  • The tenant’s contact information, if applicable

  • Whether or not the issue is payment-related

  • An explanation of what occurred, with a timeline and screenshots, if possible

  • The desired outcome

All these details will help create a descriptive summary of the problem and help you get it resolved quicker.

Communicating With Tech Support

Once you have the information you need, how should you reach out to your self-storage software support team? There are three main ways to get in touch:

  • The support portal is typically the best way to get help with routine issues. It can provide the best form of tracking and structure for everyone involved.

  • Phone is the best route when it comes to challenging issues. Live calls allow techs to provide quick, detailed information to tackle problems.

  • Email is good for dealing with larger-scope issues, as it allows multiple people to provide input. Everyone on the support team can gather relevant information and work toward a solution.

While you should expect your self-storage software provider to work through your request as efficiently as possible, the industry standard for receiving a response from your tech-support team is 24 hours. A really great vendor will be knowledgeable and driven, and will strive to address most tickets within an hour or two during regular business hours.

When you get a response, expect concise instructions to resolve your problem or an explanation of what the next steps will be if the team can’t fix the issue immediately. Tech support should be able to quickly identify if an issue is critical and escalate it if necessary.

You should never feel like you’re in the dark. Though problems will sometimes take longer to investigate and fix than expected, tech support should provide regular updates so you know what’s happening and that they’re actively addressing the issue.

When tech support finally fixes your software issue, they should confirm the outcome with you and discuss any next steps. They should also follow up within a few days to confirm the problem is resolved and no new ones have emerged. In fact, strong follow-up is paramount to an excellent support team.

Preventing Future Problems

A self-storage management software can have all the best features, but if it isn’t backed up by a great tech-support team to help facility operators when issues arise, it doesn’t deserve your investment. Understand how your provider will help you resolve future problems. Ensure everyone on your staff knows the best ways to contact the support team, and set realistic expectations regarding response times. Finally, use an internal checklist for gathering information prior to contacting tech support. This will ensure the fastest response and resolution.

When selecting management software for your self-storage business, ask vendors how they handle technical issues and their general response times. To prevent future problems, establish clear communication and a system for follow-up. A supportive tech team is more than just a resource. They’re an investment to help you grow your self-storage operation.

Eric Gandarilla is the lead content writer for Tenant Inc., a Newport Beach, Calif.-based developer of real estate technology and services. The company’s platform is designed to create customizable solutions for self-storage operators, including property-management software, website technology, digital-marketing services and more. For more information, call 949.894.4500.

About the Author(s)

Eric Gandarilla

Lead Content Writer, Tenant Inc.

Eric Gandarilla is the lead content writer for Tenant Inc., a Newport Beach, Calif.-based developer of real estate technology and services. The company’s platform is designed to create customizable solutions for self-storage operators, including property-management software, website technology, digital-marketing services and more. For more information, call 949.894.4500.

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