Running Remote & Centrally Managed Self Storage at Scale
Key Insights from the Webinar
Centrally managed is more accurate than “unmanned” — it requires stronger systems, not fewer people
Processes that work at 3 sites often fail at 15 without early standardisation
Your Property Management System (PMS) must act as a single source of truth — fragmentation kills scale
AI is essential for 24/7 responsiveness, but human oversight remains critical
Clean facilities + real-time visibility = behavioural control in remote models
What Really Changes — and What Breaks — as You Grow
On 12 February 2026, SSAA hosted a practical, operator-focused webinar on running remote and unmanned self storage at scale.
Led by Louise Stokes, Head of Sales at Kinnovis and former operator at Swift Storage, the session unpacked real-world lessons from scaling a digital-first storage business from one site to fifteen.
Here’s what matters for operators thinking about remote or centrally managed models.
It’s Not “Unmanned.” It’s Centrally Managed.
Louise prefers the term centrally managed.
“Unmanned” can sound like nobody is responsible. In reality, these operations demand tighter systems, clearer processes, and stronger visibility than traditional models.
At Swift Storage:
1 → 15 sites
4,500+ active customers
60% instant online bookings
40% spoke to a human first — but 100% completed online
Customers will transact digitally. But some still want reassurance before committing.
The Three Scaling Phases Operators Underestimate
1–3 Sites: Proof of Concept
Can customers truly move in fully online?
What systems are essential?
Where does friction appear?
Lesson: You still need a phone number. Some customers want human confirmation.
5–7 Sites: Brand, Data & Discipline
At this stage, scaling stops being experimental and starts becoming operational.
Louise explained that once Swift Storage reached five to seven sites, several pressures intensified:
Branding/ signage had to be consistent across locations
Marketing performance needed proper tracking
Yield management required automation, not manual adjustments
Tech systems had to communicate cleanly
Customer care and facility oversight required dedicated roles
In the early days, one person can wear multiple hats. By seven sites, that breaks.
The main risk at this stage is invisible inconsistency — small differences in process, pricing logic, or communication that compound over time.
This is where complexity quietly multiplies.
8–15 Sites: Standardise or Struggle
Beyond eight sites, standardisation becomes non-negotiable.
Louise highlighted that true scaling required:
One rental-increase logic across all sites
One operational rulebook
One internal communication structure
One reporting framework
Real-time visibility through central dashboards
Fragmentation becomes dangerous at this level — too many disconnected systems, spreadsheets, or policy variations create confusion and operational drag.
What works at three sites will collapse at thirty if systems are not unified early.
At scale, consistency beats creativity.
The Infrastructure Behind Remote Self Storage
Louise outlined five operational pillars.
1. Spotless Facilities
Clean sites shape customer behaviour. A well-maintained property signals control and monitoring.
2. Smart Access & Security
Immediate overlocking
AI-triggered CCTV alerts
30-day recording retention
Real-time perimeter notifications
Visibility is everything in remote operations.
3. Property Management System (PMS)
A PMS like Kinnovis becomes the single source of truth:
Billing
Online payments
Debt collection
Reporting
API integrations (e.g. Sage, Xero)
Disconnected spreadsheets will not scale.
4. Real-Time Data
Swift Storage built central dashboards pulling from marketing platforms and their PMS.
Centrally managed self storage relies heavily on data and making evidence-based decisions.
5. Smart Use of People
One agent per day handled inbound enquiries across 15 sites — supported by automation.
Remote does not remove people It reallocates them to higher-value work. Swift Storage agents could multi-task extremely well and used tech to be able to do more with less time.
Handling Operational Risks
Power Outages
During outages, sites are temporarily closed to new bookings. Alerts were triggered immediately via monitoring systems. In higher-risk locations, batteries and solar backups were introduced.
Converting Manned Sites
New builds are easier. Conversions require:
Digitising infrastructure
Guiding existing customers through change
Capital investment for long-term modernisation
It’s not just a tech upgrade — it’s a cultural shift.
AI in Self Storage Operations
AI is no longer optional.
AI systems can:
Respond 24/7
Pull real-time pricing
Capture leads instantly
Reduce missed revenue
But human oversight remains essential.
Miss a call, and the customer moves on. Storage customers are largely brand-agnostic.
AI triages. Humans build trust.
What About Less Tech-Savvy Customers?
A key concern raised during Q&A.
At Swift Storage:
100% transacted online
40% spoke to an agent first
Even customers in their 80s completed digital move-ins with reassurance over the phone
The only limitation? Customers without smartphones, as Bluetooth app access was required.
With guidance, digital adoption across age groups was strong.
Sensible Pace of Expansion
Swift averaged five new sites per year.
The advice?
Allow breathing space between launches.
Opening multiple sites simultaneously increases operational pressure. Rapid growth is possible
— especially with strong capital backing — but discipline is non-negotiable.
Why Operators Are Moving to Centrally Managed Models
The shift is driven by:
Rising labour costs
Hiring challenges
Margin compression
Customer expectations for self-service
Maturing technology infrastructure
Need to scale without headcount explosion
This is not about cutting costs. It’s about redesigning how self storage businesses operate.
Final Advice from the Session
If you’re considering remote or centrally managed operations:
Choose your core PMS carefully
Implement smart access early
Standardise rules from day one
Build dashboards before you “need” them
Test one automation each month
Start small. Iterate. Standardise.
Ready to Elevate Your Self Storage Operations?
The operators shaping the future of centrally managed self storage are not waiting for the market to change.
They are building the systems now.
If you want to stay ahead, refine your operations, and scale with discipline — join the community leading these conversations.
👉 If you want to excel your self storage operations and build smarter, more scalable businesses, join SSAA today.
Contact Andrew Work at andrewwork@selfstorageasia.org for details.