Technical Support Centre - Knowledgebase » Article #INTF3SCP01
| Article ID | Article Title | Last updated | Article relates to |
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| INTF3SCP01 | The 3-step StorMan customer process |
20080624 (Andy) | Models: Pro, MultiUser, MultiSite, MultiView Brands: Marina, Self Storage, Appliances Versions: 7.X (and higher) |
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What is the 3-step StorMan customer process?
StorMan has a 3-step customer process, which can be outlined as follows...
- Sales Enquiry. This is when a customer enquires about your business, its rates, any extra options, etc.
- Reservation. This is when a customer is happy with the information you provided as a result of their enquiry, and wants to reserve a unit (or berth, appliance) with your business.
- Move In. This is when a customer actually moves in to the storage unit or berth (or hires the appliance), after having made a reservation.
How does the 3-step StorMan customer process work with StorMan?
The 3-step customer process tracks conversion rates for your staff members & helps provide detailed marketing information on how customers found your business. By using the 3-step process, store managers can see how well staff are able to convert sales enquiries into sucessful reservations (and eventually move-ins). Some companise may also select to pay bonuses or incentives to staff based on the number of sales enquiries they have been able to convert to reservations and move-ins.
Is there a benefit to using the 3-step StorMan customer process?
Use of the process is a good way to accurately see how customers find your business. There are a number of marketing reports available to view this information (for more infomation, see knowlegebase article <insert text here - link to KB article on marketing reports>). The 3-step process also allows you to view staff conversion rates, ensure any sales enquiries are followed up, and so on.
Does following the 3-step StorMan customer process take more time?
If StorMan is used properly, to its full potential, and is setup correctly, then no. All data is retained from one step of the process to another, and buttons are provided on screen to quickly & easily convert an existing sales enquiry to a reservation, or directly to a new move-in, etc. To save time, you can skip directly from a Sales Enquiry to a Move In (as a Reservation is not always required, especially if a Sales Enquiry customer is happy with your rates / offer, and wishes to move in immediately).
Is there a way to force staff to use the 3-step StorMan customer process?
To a degree, yes. Should you wish to ensure that your staff use and follow the process, you can enable an option to force a Sales Enquiry before a Reservation or Move-In. However, you will never be forced to complete a Reservation before a Move In (again, as a Reservation is not always required, especially if a Sales Enquiry customer is happy with your rates / offer, and wishes to move in immediately).
To force a Sales Enquiry before a Reservation or Move In, go to the 'Maintenance' menu, and select 'System Setup'. Navigate to the 'Merch Details' tab, and enable the option 'Require Sales Enquiry' (on the left hand side).
What happens after the 3-step StorMan customer process?
Once a customer has moved in, the 3-step StorMan customer process virtually ends - as you now have this person on your rent roll as a paying customer. However, during their stay with you, the customer may wish to purchase merchandise items (see: <insert text here - link to article about merchandise items>) such as boxes or packing tape.
The customer will then eventually move out once they have finished using your services. At this point, you can use StorMan's built-in tools to target past storers (see knowledgebase article <insert text here - link to article about marketing to past storers>) with marketing information such as letters, brochures or flyers containing special offers, discounts, etc.
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