How Otter Storage Turned Operational Excellence Into Higher Reviews and Occupancy
The Challenge: Facility Conditions Cause Negative Reviews
Otter Storage operates 32 self-storage locations across the country with a fully remote management model and 24/7 contact-free rentals. When Curtis Heinz joined as Director of Facilities Operations, Otter Storage was experiencing vacancies due to customer dissatisfaction with facility conditions. Curtis saw that gaps in accountability and oversight were causing inefficient and inconsistent maintenance. Without a system of record, Otter relied on sporadic reports from the field with no way to validate whether work was happening the way it should. When issues arose (unit discrepancies, equipment failures, security concerns, etc.), Curtis and his team searched spreadsheets,texts, and e-mails.
The Solution: One Platform for Execution and Visibility
Curtis knew that he needed a way to guide his team in the field and direct their time to address top maintenance priorities. He also needed a way to establish standard operating procedures and know with confidence that these workflows were being completed in a timely manner.
The Challenge: Facility Conditions Cause Negative Reviews
Otter Storage operates 32 self-storage locations across the country with a fully remote management model and 24/7 contact-free rentals. When Curtis Heinz joined as Director of Facilities Operations, Otter Storage was experiencing vacancies due to customer dissatisfaction with facility conditions. Curtis saw that gaps in accountability and oversight were causing inefficient and inconsistent maintenance. Without a system of record, Otter relied on sporadic reports from the field with no way to validate whether work was happening the way it should. When issues arose (unit discrepancies, equipment failures, security concerns, etc.), Curtis and his team searched spreadsheets,texts, and e-mails.
The Solution: One Platform for Execution and Visibility
Curtis knew that he needed a way to guide his team in the field and direct their time to address top maintenance priorities. He also needed a way to establish standard operating procedures and know with confidence that these workflows were being completed in a timely manner.
“We were running a bit blind before, but nodaFi gave us that next level of visibility. NodaFi is our central hub for organization, accountability, and cross-department collaboration.”
Curtis Heinz
Director of Facilities & Operations
BEFORE:
Customers were often left in the dark after reporting an issue, unsure if anyone received their request, when it would be fixed, or if it had been resolved at all. Communication gaps led to frustration and eroded trust.
AFTER:
Customers now get faster resolutions and clear follow-through. As soon as an issue is reported, technicians are instantly notified. Once the problem is fixed, proof of resolution is captured and shared, ensuring a cohesive experience from report to resolution.
Ease of Use and Time to Value
Curtis considered various solutions, including developing a custom CMMS module with Otter’s ERP system, Axxerion, and using other standalone tools like Service Channel. Ultimately, he chose nodaFi for its ease of use and ability to improve oversight and efficiency from day one. "Things were falling through the cracks. But, as soon as I saw nodaFi and did a test run for how we could use it, I signed off on the software right away. NodaFi was ready to go, out of the box, and that was a huge win for us," he explained.
Quick Onboarding
Within two days, all of Otter’s technicians had downloaded the nodaFi app and were using it to complete site inspections and resolve upkeep issues. Field-proven checklists and procedures helped Otter ensure consistency in their team’s responses and reduce human error. Two years in, the ticket flows that Curtis set up with nodaFi are performing well. Other departments like security monitoring, customer service, and IT and other business units (RV & boat storage) collaborate with facilities operations through nodaFi.
Well Maintained Facilities, Happy Customers
Curtis observed, “Customers can store anywhere—there are many storage options to choose from—but if you provide good service, they’ll stay with you. With nodaFi, we’ve seen customer satisfaction increase significantly. In our remote model, where there is no human standing in front of customers, the ability to get help quickly is key. Thanks to nodaFi, we’ve enhanced the physical conditions at our facilities to uphold our brand standards. Our Google reviews are up from 3.4 to 3.9 in less than a year, occupancy is up, and we have happier, longer-term customers.”
Same Labor, Better Outcomes
Before:
Inconsistent maintenance practices, time wasted
Hundreds of unrentable units
30% of units viewed internally as below standard
After:
Time saved. 100 labor minutes per facility per week saved via automated issue routing and customer comms
35% reduction in unrentable units
ACCOUNTABILITY
Know what’s happening at every location, whether you are there or not Ensure tasks actually get done — and documented Real-time proof of execution and time spent on tasks
CONSISTENCY
Deliver a reliable, professional customer experience — at scale Ensure every site lives up to your brand and promises. Peace of mind foroperators and owners
EFFICIENCY
Manage more properties with fewer people Make smarter maintenance and capital planning decisions Decrease unrentable units and increase revenue
nodaFi as a Key Part of Otter’s Operational Success
Looking ahead, Curtis sees nodaFi as a crucial tool for scaling operations. "As we grow, we know that nodaFi will continue to grow with us," he said. The platform's ability to provide oversight and maintain high standards remotely has been essential for Otter Storage’s success, making nodaFi a key part of their operational strategy.
BEFORE:
Customers were often left in the dark after reporting an issue, unsure if anyone received their request, when it would be fixed, or if it had been resolved at all. Communication gaps led to frustration and eroded trust.
AFTER:
Customers now get faster resolutions and clear follow-through. As soon as an issue is reported, technicians are instantly notified. Once the problem is fixed, proof of resolution is captured and shared, ensuring a cohesive experience from report to resolution.
Ease of Use and Time to Value
Curtis considered various solutions, including developing a custom CMMS module with Otter’s ERP system, Axxerion, and using other standalone tools like Service Channel. Ultimately, he chose nodaFi for its ease of use and ability to improve oversight and efficiency from day one. "Things were falling through the cracks. But, as soon as I saw nodaFi and did a test run for how we could use it, I signed off on the software right away. NodaFi was ready to go, out of the box, and that was a huge win for us," he explained.
Quick Onboarding
Within two days, all of Otter’s technicians had downloaded the nodaFi app and were using it to complete site inspections and resolve upkeep issues. Field-proven checklists and procedures helped Otter ensure consistency in their team’s responses and reduce human error. Two years in, the ticket flows that Curtis set up with nodaFi are performing well. Other departments like security monitoring, customer service, and IT and other business units (RV & boat storage) collaborate with facilities operations through nodaFi.
Well Maintained Facilities, Happy Customers
Curtis observed, “Customers can store anywhere—there are many storage options to choose from—but if you provide good service, they’ll stay with you. With nodaFi, we’ve seen customer satisfaction increase significantly. In our remote model, where there is no human standing in front of customers, the ability to get help quickly is key. Thanks to nodaFi, we’ve enhanced the physical conditions at our facilities to uphold our brand standards. Our Google reviews are up from 3.4 to 3.9 in less than a year, occupancy is up, and we have happier, longer-term customers.”
Same Labor, Better Outcomes
Before:
Inconsistent maintenance practices, time wasted
Hundreds of unrentable units
30% of units viewed internally as below standard
After:
Time saved. 100 labor minutes per facility per week saved via automated issue routing and customer comms
35% reduction in unrentable units
ACCOUNTABILITY
Know what’s happening at every location, whether you are there or not Ensure tasks actually get done — and documented Real-time proof of execution and time spent on tasks
CONSISTENCY
Deliver a reliable, professional customer experience — at scale Ensure every site lives up to your brand and promises. Peace of mind foroperators and owners
EFFICIENCY
Manage more properties with fewer people Make smarter maintenance and capital planning decisions Decrease unrentable units and increase revenue
nodaFi as a Key Part of Otter’s Operational Success
Looking ahead, Curtis sees nodaFi as a crucial tool for scaling operations. "As we grow, we know that nodaFi will continue to grow with us," he said. The platform's ability to provide oversight and maintain high standards remotely has been essential for Otter Storage’s success, making nodaFi a key part of their operational strategy.
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Easier operations start here.
Let us show you how nodaFi can reduce waste, increase uptime, and give you the visibility you’ve been missing.
Schedule Free Demo
Easier operations start here.
Let us show you how nodaFi can reduce waste, increase uptime, and give you the visibility you’ve been missing.
Schedule Free Demo
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