Partner with Your Software Vendor...

And Get the Biggest BANG for Your Software Buck

By Jennifer LeClaire

Software comes with so many bells and whistles these days, it may seem nearly impossible to learn how to use all the features, functions, tools, and shortcuts. The good news is, you don’t have to. You should, however, be making the most of the features and functions that will help you reach your target goals. After all, that’s the reason your operator bought the software in the first place!

Getting the most out of your software may mean a thorough reading through the manual your vendor took the time to write. Or it may mean calling technical support to help clarify some confusing issues. It may even mean attending Web-based software seminars, enrolling in live training courses, or having technicians come to your facility and walk you through the process step by step. The point is, you’ll get more out of your software if you partner with the vendor who actually developed it–the people who know every feature, function, tool, and shortcut like the backs of their hands.

“Software is a tool for the self storage business just like a wrench is a tool for a mechanic,” says Tom Smith, president of Empower Software Technologies, Inc., a self storage management software provider in Sun City, Calif. “But you’ll only get as much out of your software as you put into it.”

Empower Software sells a full-featured package with added e-mail capability, auto expiring discounts, QuickBooks® interface, and plenty of color-coded reports—all features that can benefit a self storage manager. Smith says users can make the most of the new version by leveraging the resources available to them: manuals, training, and technical support.

Read The Manual
Strange technical glitches aside, Glenn Hunter, president and owner of DOMICO, a self storage management and accounting software developer based in Berkley, Calif., says extensive training shouldn’t be necessary if the vendor publishes a solid manual. Unfortunately, he says, most software is still developed with what he calls a “standard Windows design” that is not user-friendly and offers several ways to complete the same task. That approach, he says, has made training necessary.

“Before you go for training, read the manual,” Hunter says. “Even if it’s not in-depth, it will tell you what the software can do.” The latest version of DOMICO’s Windows-based software handles move-ins, move-outs, and transfers, and generates automatic certified mail, advanced yield management, and graphic reporting among other features.

Hunter says the manual may only inform you, for example, that a rate adjustment feature exists. You may have to play with the program to figure out how it works in practice. However, he adds, if the software is high quality, it will come with a training suite built in so you can enjoy a guided experiment with the features and functions.

Hunter also recommends calling other managers who are more familiar with the software for tips, as well as logging on to user groups that can offer advice. He believes that managers shouldn’t ask their owners to pay training fees until first trying to learn the program on their own.

Terry Bagley, president of Salt Lake City, Utah-based Centershift, Inc., a developer of Web-based rental management and point-of-sale software for the self storage industry, says most software developers have a Frequently Asked Question (FAQ) section on their Web sites that can also be helpful for managers. “We draw from technical support calls to add to its FAQ list,” he says.

Tapping Into Technical Support
One of the quickest ways to get help with your software is to call technical support. The thought of paying an annual fee for technical support might not be pleasing to an operator, but the customer service and error issues that can be avoided with a quick phone call is often worth the cost. Software developers urge managers to tap into technical support when problems arise. If your software isn’t working right or if you don’t keep it up to date with patches and iterations, you won’t get the most out of its operations.

“Just pick up the phone and call the technicians with open-ended questions,” says Markus Hecker, principal of SMD Software, Inc., a self storage management software developer in Raleigh, N.C. SMD publishes software that offers audit trails and integration with accounting software, automatic credit card billing interface, and custom invoicing.

Hecker says technical support should be all-inclusive no matter how long the manager has to stay on the phone with a technician, and that tech support should also include updates. He says developers shouldn’t charge more than $500 per year for unlimited support, and he prefers this approach to per-call fees that could intimidate managers who are concerned about racking up a big bill for the operator.

Tim O’Neil, president of O’Neil Software, Inc., a records storage management software developer in Irvine, Calif., offers free 24/7 technical phone support for his flagship product, which offers mobile mapping, express order, and priority alert features. However, he adds, it’s up to managers to use the support. “Managers sometimes struggle to solve a problem rather than picking up the phone and asking for help,” he says. “They shouldn’t feel like a fool because that’s what the support desk is there for. They can’t be expected to remember every little thing about the program, and sometimes you can make a bigger mess if you don’t call for help when you see an error message.”

Taking Advantage Of Training
Most self storage software developers are quick to recommend that managers take advantage of training opportunities to make the very most of the programs. Even though Empower Software’s system offers a user-friendly, point-and-click user interface, operational questions are bound to arise in the face of customer service decisions outside of the standard rules.

For example, what happens if you need to rent two units but you want to apply discounts to both of them for the first three months? The software allows for those types of adjustments. But if you aren’t trained to override standards when exceptions come up, then you may have to dial up customer support while the customer waits. “Training allows managers to cope with exceptions,” Smith says. “It’s a worthwhile investment for facility owners to help them get the most out of the software.”

Beyond the manual and technical support, sometimes training is necessary. This is especially true if the manager is expected to know every nook and cranny of the program. Training courses are typically held each month at some location throughout the country. You can invite a trainer to your site, but this is a costly option that has to be weighed against the money saved or generated by understanding the more complex features of a software system.

“Many managers feel that the time away from their facility is not best spent at training seminars. But nowadays, most everybody who goes to training says it’s the best money they ever spent,” O’Neil says, “because, not only do they learn the program, they also meet other people who use the same software in similar environments and they can build a network.”

A Few For The Road
Bagley says managers should get clear goals from facility operators and take courses that help them meet those specific needs. Centershift’s flagship product offers a centralized database architecture that consolidates management control and support facilities in geographically diverse locations and, like nearly every application, offers more robustness than people take advantage of. “Site managers ought to commit to learning a new feature every month,” Bagley suggests. “They will become better employers and benefit their customers and organizations if they do that.”

A final way to get the most out of your software is to offer suggestions to the developer about what you’d like to see in future versions. SMD Software frequently incorporates user suggestions into software updates. Some years ago, SMD included an automated reminder tool on the suggestion of a manager, Hecker says. The manager wanted a reminder on the fifth of every month to change the air conditioning filters—and he got what he asked for. “We love to get suggestions from our customers,” he says. “That’s one big way we grow our program.”

Jennifer LeClaire is a freelance writer based in Hallandale Beach, Florida, and a regular contributor to the Mini Storage Messenger and Self Storage Now! Her clients include The Associated Press, The New York Times, and CBS Television/Winstar Communications.