How Tenant-Facing Apps Are Transforming the Self-Storage Experience
Over the last decade, mobile technology has become an integral part of nearly every industry, and self-storage is no exception. As people have grown accustomed to managing all aspects of their lives through smartphones—from shopping and banking to home protection—they now expect the same seamless interaction with their storage facility.
In response, a growing number of operators are rolling out a tenant-facing mobile app to enhance convenience, strengthen security and streamline operations. While the technology is still evolving, the industry is quickly learning what works, what doesn’t and how to keep improving the user experience.
Following is insight and advice from self-storage players who are currently using a mobile app. Their experiences illustrate how this digital shift is boosting customer engagement, reducing staff workload and paving the way for a high-tech future.
Why Now?
As consumers rely more heavily on their smartphones, the self-storage industry has followed suit. Today’s access-control solutions often include a mobile app that turns a customer’s phone into a digital key and customer-service portal.
“What we’ve seen over the last decade or so is this expectation that any piece of hardware is going to have an associated app,” says Steve Reeder, director of marketing for PTI Security Systems, a provider of self-storage access-control and security products. “The self-storage facility is becoming kind of an extension of [a customer’s] home. It’s almost like their storage facility in their basement, and to get that freedom, you have to have a secure method to control entry and exit.”
Will DeBord, director of product and customer experience for the Nokē Smart Entry division of Janus International Group, agrees. “When we started in 2018, we had several customers who were kind of fearful of tenants not wanting to use apps, so we had to have a key-fob option,” he says, adding that today 98% of tenants are now accessing facilities with an app.
Essential Features
At their core, tenant-facing apps deliver two critical self-storage functions. First, they provide facility access, not only at the gate but sometimes at the customer’s unit. “The ability to open gates from a phone is a game-changer, especially for facilities where keypads require tenants to exit their vehicles,” says Eric Case of Flying Storage Group, which operates eight self-storage facilities in Georgia.
Second, an app can streamline payments and other aspects of account management, offering self-storage tenants an intuitive way to interact with their provider. “Just a couple of clicks and they can pay their bill, so it gives them a little bit more convenience. And with people paying through the apps or online, that’s less time that we need to be in the office,” says Cody Cline, general manager of Quincy Storage, which operates three facilities in Pennsylvania.
Beyond these basics, advanced app features are becoming standard in self-storage:
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Key-sharing allows tenants to grant temporary access to others, such as movers or employees.
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Real-time notifications alert tenants to account changes, activity logs or security concerns.
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A move-out request simplifies communication during the vacating process.
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Optional features like wayfinding add further value, but their adoption depends on operator preferences and tenant needs.
Pros and Cons for Operators
For self-storage operators, a tenant-facing mobile app offers multiple benefits. First, it cuts down on routine administrative tasks like fielding phone calls for gate codes or making payment reminders. It also frees employees to handle more complex issues, reducing overhead. It can even allow one operator to manage multiple facilities.
“We have a total of 1,400 rentals between all three sites, and we essentially have two people managing it,” Cline says. “Managing all that gets overwhelming at times; but with the technology we’ve implemented, we’re able to handle everything.”
Site security also gets a boost. Traditional gate codes can be easily shared or forgotten, but apps tie access to a specific digital identity.
“The app is way more secure, especially when we’re talking about Bluetooth keys and key rotations,” says Nathan Davenport, chief technology officer for PTI. “Compared to a four-digit to 10-digit access code that can be seen, shoulder surfed, stolen or forgotten, there’s no comparison. It’s so much more secure.”
Apps tied to Bluetooth or near field communication technology provide superior protection compared to traditional keypads, Davenport explains. “Key rotation and asymmetric encryption ensure security far beyond a four-digit access code,” he says.
Data insights are another advantage. Self-storage operators can see when tenants access their units, how often they interact with the app and what features they use most. This information can guide operational decisions such as staffing times, pricing strategies, and the feasibility of adding premium features like key-sharing for commercial tenants.
Still, challenges persist. You must navigate the complexities of onboarding your self-storage tenants, particularly those who are less tech-savvy. Davenport advises teaching them early in their rental experience to integrate the app into their usage patterns. Additionally, compatibility issues with older devices or varying software platforms can create hurdles during implementation.
Pros and Cons for Customers
From the tenant’s perspective, a mobile app simplifies self-storage in several ways:
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Convenience: It eliminates the need to memorize access codes or visit the facility to make payments.
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Transparency: Features like activity logs build trust by providing a clear audit trail of access.
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Customization: Tenants can manage access for others, making apps particularly appealing for business clients.
Still, apps can present occasional frustrations, such as login difficulties or compatibility issues. “We have some older people try to use it, and if they run into problems, they just kind of give up on it and just go back to punching the keypad,” Cline says.
Vendors, Costs and Design
Before investing in a self-storage mobile app, you must consider compatibility with your existing gate systems, unit locks and property-management software. Luckily, many app solutions on the market integrate tightly with industry-standard platforms, allowing real-time data exchange and seamless tenant updates.
“Check with the vendor to see which facility-management platforms they integrate with,” Case says, noting that some are structured for use with a proprietary keypad.
Self-storage operators who’ve adopted this technology also stress the importance of vendor support. Cline recalls the frustration of dealing with legacy systems that took months to fix a simple issue. With newer providers, response times are faster. “We wanted someone who’d treat us like partners,” he says.
Costs to introducing a mobile app can vary widely. Some apps integrate with access-control hardware for a monthly subscription fee while others integrate payments, taking a small processing cut as their main revenue stream. An emerging model is revenue-sharing: A vendor may provide app-friendly locks and software at a low or no upfront cost in exchange for a percentage of transaction fees.
Begin by evaluating your facility’s specific needs, prioritizing the following:
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Vendor selection: Research app providers to ensure compatibility with existing hardware and software.
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Design and layout: Prioritize simplicity, with essential functions like gate access and payments at the forefront.
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Testing and feedback: Beta test with real users to identify sticking points in navigation.
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Onboarding: Introduce the app during the tenant’s initial rental process, using short-message service (SMS) links or in-office setup assistance to increase long-term usage.
Experts recommend focusing on core needs—access, payments and simple account changes—before layering on extras.
Davenport explains how to approach design: “If you look at the really big tech companies, they’re very simple apps. It’s a big red button. It’s not small, not a lot of words. It’s just very clean, simple user interfaces.”
Compare your options carefully. Initial outlays for locks, controllers and app branding vary, as do monthly fees. But many operators see a clear return. “We probably cut down half a position or more with the automation from apps,” Case says. “That payroll savings add up.”
Testing, Feedback and Continuous Improvement
No mobile app is perfect at launch. Leading vendors emphasize iterative development and beta testing. They also incorporate self-storage operator feedback. DeBord regularly surveys Janus’ customers to prioritize improvements, while PTI leverages pilot testing at select facilities before a wide release.
Customer-service reps, installers and dealers also provide valuable input. Over time, data analytics and usage metrics guide further refinements. If tenants rarely use a certain feature, app developers consider retiring or simplifying it. Regular updates keep the software aligned with evolving device operating systems and emerging security standards.
“We get information through our dealers, our installers,” says Davenport, who admits that feedback can be somewhat filtered. “Operators, dealers and installers are still trying to wrap their heads a little bit around what’s possible today. They haven’t done the soul searching as to what may be available tomorrow.”
Promoting the App
Announcing a new tenant app can be a selling point during the self-storage rental process, so it’s important to promote it on your website, when answering customer inquiries, and during staff training. Essential marketing and education efforts should include:
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In-facility promotions: Display QR codes and instructional posters at key access points, guiding tenants to download and use the app.
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Digital outreach: Use email and SMS campaigns to highlight app features and provide setup instructions.
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Staff training: Equip employees to assist tenants with app onboarding and troubleshooting.
“If it’s compelling and solves real problems, word gets around. Technology that genuinely helps people is its own marketing,” says Phil Tadros, chief product officer of Doorbill, a provider of billing and smart-access solutions for property-management companies.
Beyond Tap and Type
Most apps receive regular updates—some quarterly, others more frequently. Routine maintenance ensures compatibility with new iOS or Android versions, improves security and addresses bugs. Self-storage operators who already have apps in place appreciate vendors who roll out these updates seamlessly without requiring a fresh download or complicated steps for customers.
As smartphones evolve and the self-storage industry grows more sophisticated, mobile apps will change, too. Wallet passes, biometric authentication, facial recognition, artificial intelligence (AI) and advanced analytics are just a few of the innovations expected to improve this technology. AI could guide future development by analyzing usage patterns and suggesting interface improvements before human testers even notice a problem.
According to Reeder, these advances will continue to align self-storage with the consumer-electronics world. “Tenants will expect frictionless access, instant communications and integrated smart-home features. Apps are just the current stage. They may evolve into something even more seamless,” he says.
DeBord looks forward to greater interoperability that would include integrations with cameras, thermostats or inventory-management systems. Operators are also expected to have a complete ecosystem of data-driven tools at their fingertips.
Final Takeaways
While mobile apps present some challenges to self-storage operators—onboarding low-tech customers, perfecting user interfaces and keeping costs manageable—the industry is quickly embracing these tools. For tenants, the technology means greater convenience and peace of mind. For operators, it’s about efficiency, differentiation and staying competitive in a market that increasingly values digital fluency.
“Overall, tenant-facing apps and services are great, and every self-storage operation should have some form of this,” says Cline, who sees the ability for tenants to open a gate remotely, make payments and report issues from a smartphone as essential. “It helps make remote management possible.”
Chad Swiatecki is a business-to-business marketing and technology writer based in Austin, Texas. His work has appeared in the “Austin Business Journal,” “Austin American-Statesman,” “Texas Monthly” and general interest and trade publications across the country. To reach him, email [email protected].
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