In an industry that has long prioritized in-person service, the shift toward remote management might seem like a bold move. At first glance, removing on-site staff can raise concerns about customer support and security. But what if you could maintain – or even improve – both, while also saving significantly on labor costs? Thanks to advancements in smart locking technology like Nokē, self-storage owner-operators are doing just that.
Recently, we sat down with two leaders who are helping redefine the modern self-storage experience: Josh Boyd, CEO and President of StoreEase, and Adam Wagner, President of Anytime Storage Property Management. Together, they offered insights into how smart technology is driving higher returns, streamlining operations, and giving customers the seamless service they expect – all without relying on traditional staffing models.
Today’s consumers expect convenience. They manage their lives through smartphones — banking, shopping, and booking appointments. So, when it comes to self-storage, customers aren’t just open to tech-forward experiences — they prefer them.
Wagner noted that while COVID helped accelerate the adoption of virtual tools and contactless experiences, many self-storage operators are still hesitant to modernize. “The consumer is there – it’s the management that isn’t,” he said.
Smart self-storage technology isn't just a novelty — it's a natural extension of how people already live and engage with the world around them. Self-storage is simply catching up.
Remote management isn't just a trend – it's a strategic shift in how self-storage businesses operate. StoreEase has been at the forefront of the smart self-storage transformation since 2019, building a model around centralized teams and smart locking systems that allow facilities to run smoothly without full-time on-site staff.
According to Boyd, the idea that great customer service can only be delivered in person is outdated. “We are delivering that differently,” he explained.
Utilizing Nokē smart locking technology and other tools allows customers to rent units online, access the facility and their units via smartphone, and receive real-time support through live video or chat. Meanwhile, tasks like overlocking, lock checks, and access control can be fully automated utilizing advanced smart locking solutions, like Nokē, freeing up resources and reducing the need for manual oversight.
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And this new model delivers results. StoreEase reports that its facilities answer phone calls in just six seconds and greet walk-in visitors in 5.5 seconds — service times that many traditionally staffed locations struggle to match. Boyd pointed out that while some competitors lock their doors midday or leave customers waiting, StoreEase provides responsive, timely support through centralized teams.
That’s what makes tech-forward, smart self-storage with Nokē locking systems such a natural fit. From digital rentals to instant access and real-time support, smart facilities simplify the storage process and eliminate common friction points. As Wagner put it, “We have smart cars, smart planes — everything is smart. Why not have smart facilities?”
And here’s the bonus: customers are not only comfortable with this shift, many are willing to pay for it. Boyd shared that StoreEase charges a $5.99 monthly tech fee, and most renters are happy to cover the cost once they understand the value. For short-term users especially, it’s often less than what they’d pay for a traditional lock — with far more convenience in return.
Remote self-storage management with smart locking tools like Nokē has also revealed unexpected operational wins. One standout example? Lower delinquency rates. Both Boyd and Wagner emphasized that auto-pay is not optional at their facilities, and they’ve found that their customers are generally very receptive to this policy.
Boyd shared that currently 92% of StoreEase customers are enrolled in auto-pay. The remaining 8% not on auto-pay are customers whose card declines and then falls off, but management will quickly follow up to prevent accounts from going delinquent.
This kind of proactive account management is tough to maintain in a traditional, staff-heavy model. But with smart systems and centralized workflows, it becomes both scalable and seamless. And because customers at tech-forward facilities tend to value speed, simplicity, and automation, the auto-pay requirement feels less like a hurdle — and more like part of the premium, hassle-free experience they signed up for.
Boyd also emphasized the importance of rethinking how staff are utilized — a concept he refers to as the “bifurcation of employees.” Instead of assigning one person to handle everything from sales to maintenance, StoreEase divides tasks by skill set. That means each responsibility is handled by someone who specializes in it, resulting in better outcomes across the board.
It’s a major departure from the one-size-fits-all approach that has defined self-storage staffing for decades. And it offers owner-operators a smarter way to scale, without needing to hire full teams for every location.
The self-storage industry is evolving — and it’s no longer about having the most people on-site. Success today comes from using smarter tools, streamlining operations, and building systems that work efficiently from anywhere.
Whether your goal is to boost revenue, lower delinquency rates, or deliver a seamless customer experience, the message is clear:
Remote management isn’t just possible — it’s powerful. With smart locking solutions like Nokē, success in self-storage is no longer about who’s on-site, but how smart your system is.
