Human beings are pack rats by nature. We accumulate things throughout the course of a life, usually taking in more than we discard.

This simple fact created and drives the self-storage rental business, and the industry is going through some changes as new facilities open in places where they weren't common before.

"Now, you see modern self-storage facilities popping up in the higher-end residential and commercial areas," said Peter Kaszycki, president of Suwanee, Ga.-based kiosk manufacturer Pro-Tech.

Both problems can be solved with kiosks. If the solution is properly designed and implemented, new customers can shop for rental space, evaluate options and open a new account; existing customers can check their balance, pay their bill and shop for additional space and amenities.

Self-serve self-storage

CTS Group, an Atlanta firm that serves self-storage facilities, has 28 kiosks in the field, with approximately 30 more planned for later this year. The kiosks allow users round-the-clock access, meaning no more worries about whether the office is open. Too, the application process goes much faster, with no waiting for paperwork. And multi-language options make the entire experience more accessible to a wider ranger of customers.

The firm installed Pro-Tech's DuraView kiosks, each with a 15.1-inch display behind an industrial touchscreen, inside a rugged outdoor enclosure. The PC is designed to withstand high temperatures, shock and vibration. The keyboard and trackball also are made to endure harsh, wet environments. Optional features include a waterproof debit/credit card reader, a phone to allow the user to connect with a live manager if needed, and a webcam that snaps a picture of the person applying for rental space.

Tom Daniel, CTS's president, said the kiosk's benefits are twofold. "One, it has allowed an industry that has for the longest time been mom-and-pop to become a 24/7 operation for both payments and rentals, thereby increasing cash flow. It has also allowed facilities in remote locations to be run virtually managerless, again a cost-saving measure and adding to the return on the investment for the entire facility."

Kaszycki said that kiosk's interface design can be used to increase existing sales. "The upsell potential is great since they can offer extended leases, higher levels of insurance, upgrades from non-air-conditioned to air-conditioned space, provide customer discounts if they refer someone new and offer packaging materials and moving services."

Having kiosks has also created the ability to actively market, Daniel added. With the kiosk, "each manager can leave and be marketing in the neighborhood, rather than just sitting back and letting someone come to them."