Image Credit : N/A taken inhouse
Project Overview
Fort Knox Self Storage isign application is a custom made, unique paperless process that increases productivity and efficiency. Our aim was to enhance our customer’s experience by making our Move In process interactive. The large print touch screen functionality ensures it is easy to use for all ages, including those who aren’t computer savvy. Filling in paperwork is both time consuming and mundane however, isign is a fast, stress-free, personalized shared experience which enables better rapport building and improves customer relations. isign ensures customers are involved in a fun, hands-on approach whilst reducing our carbon footprint by being completely paperless.
Organisation
Team
isign was pioneered through a consultative approach where both senior management and site team members, our end users strategically mapped our customer move in process from start to finish.
Our aim was improve our time management and efficiency whilst enhancing the overall customer experience.
Over a series of months we collated data on all our external contractors and software providers to chart out a basic model to ensure a unified approach.
With the fundamental ideas in place isign was handed to the brains of the project to creatively design and develop an application. Their task was to not only met our brand requirements but to deliver our customers with a new and exciting experience that was user friendly, fast and efficient.
Whilst the ideas were simultaneously gathered by our wider team it was ultimately a team of 2 people whom we credit the functionality and design to. James our IT support and Development consultant is the brains behind the encrypted workings of isign and Corey our digital brand manager is the design guru who ensures the aesthetics and branding are pleasing to our customers.
Project Brief
Fort Knox Self Storage is a proudly Australian, family owned and operated business with 9 facilities across Melbourne. We have a commitment to solid investment into innovative ideas to make storage easy whilst delivering excellence in customer service. We monitor customer feedback closely and are continually improving our user experience with new and exciting strategies. Our customer feedback forms define our users’ needs and provide us with invaluable feedback. With this information we strive to ensure consistency across all our facilities. Making storage easy and stress free is paramount. We are proud to be recognized as leaders in our industry by continual development of our team and processes to ensure that we exceed customer expectation.
We recognize that moving day, for most customers is stressful and they are extremely time poor. Our research showed that consumer demands are shifting towards convenience, environmental friendliness and a high level of service. This information coupled with the knowledge that society is becoming more IT savvy, was the inspirational to try and make ourselves paperless and so our journey begun….
Project Need
Having a proactive, strategic approach to improving our customers experience has been the driving force behind our isign innovation. The Self-Storage industry is strictly governed by numerous laws and regulations and as a result the move in process and paperwork is very onerous and time consuming. There are numerous contracts to be read and signed such as the Storage Agreement, Insurance Product Disclosures, Trailer Hire contracts, Access Guidelines to name a few. Our holistic methodology and implementation of isign platform has enabled us to incorporate all of these elements as well as being compatible across our database and security software. Our developers had to work closely with our service providers ensuring all the legal requirements were met including the capture of digital signatures.
Having developed and designed everything in-house has meant that we are able to customize and make improvements in real time. It improves accuracy, streamlines processes and makes it easy for customers and team members alike. Change is inevitable in any business and the Self Storage industry is no different. We believe our isgin model is a fabulous innovation and it gives us a competitive edge against our competitors.
The benefits of isign have made a significant impact on our business and it has reduced the move in time by approximately 40%, improved productivity and increased accuracy, which has enriched the customer experience.
User Experience
Fort Knox Self Storage recognizes that customer experience is fundamental to delivering excellence in customer satisfaction. It is vital for our brand that we deliver a high standard of tailored storage solutions and personalized service. Our focus was on developing an effortless, user friendly product, that is coherent with our brand, as well as being uniquely functional with a bit of fun and personality. isign is the first fully interactive, customer driven, paperless move in initiative in the Self Storage industry giving us a competitive edge and differentiates us from our competitors.
Customers are emailed a link to complete their rental agreement online, saving them time and allows them to complete it at a time that is convenient. This data is emailed directly to us and transferred into our client database. On arrival onsite they are welcomed with a cuppa, a virtual roller door to their unit opens in isign and the process begins. On conclusion the virtual roller door closes securing their unit and completion of the process. All documents are emailed to the clients eliminating the need to print anything.
The feedback we have had received has been extremely positive. Not only do our younger IT savvy clients love the interactive screen, but even our mature clientele enjoy process. They find the large screen easy to read, they enjoy seeing their data presented in front of them, conveying full transparency, and they feel a sense of achievement that they are up with the times in a digital world.
Project Marketing
As a brand we strive to deliver ease of use and consistency in our customer experience across all of our sites. We hope to extend the isign application to a mobile friendly device such as an ipad or tablet which is more versatile and dynamic in the future. Whilst we are not actively marketing the product externally we have engaged in social media forums and blogging to inform our customers of this great innovation.
Project Privacy
The Privacy of all our customers and the data we collect is critically important to Fort Knox Self Storage. We safeguard the security and privacy of all our customers, all documents in isign are encrypted with 2 sets of passwords. Additionally isign has our privacy document integrated into it and emails our customers a copy upon completion of the process. This clearly sets out what information we require from our customers to enable then the provision of storage. Additionally we outline to whom and when information will be released regarding our customers. We have implemented security policies, rules and technical measures to protect the personal data that we have under our control from: unauthorized access, improper use or disclosure, unauthorized modification, unlawful destruction or accidental loss. All our employees and data processors, who have access to, and are associated with the processing of personal data, are obliged to respect the confidentiality of our visitors’ personal data.
We ensure that your personal data will not be disclosed to State institutions and authorities except if required by law or other regulation.
Business Operations
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