Can you show our everyday workflows?
Ask providers to demonstrate the tasks your team repeats, using a realistic scenario rather than a slide describing a capability.
- What does a manager see when starting the day?
- How does a reservation become a rental?
- Where can staff see customer history, documents, and open requests?
- What happens when a workflow needs an exception or correction?
Put it into practice: Look for clear next steps, usable records, and a process staff can explain back to you.
How do billing and payments work?
Understand both normal processing and the exceptions that require staff attention.
- How are billing schedules, recurring charges, and adjustments managed?
- What happens after a failed payment?
- How do staff review balances and payment history?
- Which payment methods are supported, and what fees apply?
- Who controls the payment account and handles processor onboarding?
Put it into practice: Request a complete fee explanation, including subscription, setup, processing, taxes, and any optional services.
Will it work with our gate and website?
A statement that a platform offers access control or online rentals is not confirmation that it supports your current setup.
- Is our gate hardware and configuration supported?
- What changes are needed to connect it?
- What can customers do on the website, and what reaches the management system?
- Who handles website changes, domain access, and integration issues?
Put it into practice: Ask the provider to name the compatible setup and document the proposed connection.
Can owners get the information they need?
Start with the decisions you need to make, then ask to see the information supporting those decisions.
- Can we review occupancy, revenue, balances, and activity for the required period?
- How are facility-level and portfolio views different?
- What information can be exported, and in what format?
- Can permissions separate front-desk, accounting, and management responsibilities?
Put it into practice: Have the provider show a representative report and explain how its figures are defined.
What happens during setup and after launch?
Support is part of the buying decision. Understand the process and limits before your team depends on it.
- What configuration, data-transition assistance, and training are included?
- What must our team supply or complete?
- Which support channels and hours apply?
- Who handles urgent issues and third-party integration problems?
- What post-launch work is included, and what costs extra?
Put it into practice: Use the agreed service scope to compare providers, rather than assuming that everyone means the same thing by onboarding.
What are the full costs and exit terms?
Review the agreement alongside the marketing page. A low headline price is only one part of the commitment.
- What is the billing unit: facility, account, user, or another basis?
- Is there an initial term or a renewal requirement?
- How much written notice is needed to prevent renewal?
- What website, hosting, or SEO work is included?
- What data remains available after termination, and for how long?
- What happens to custom website deliverables and third-party licenses?
Put it into practice: Keep unresolved questions on a written list and ask for answers before signing. Compare confirmed capabilities and costs without assuming a competitor lacks a feature.
Published by the Storentic team. Use this guide as a starting point and adapt it to your facility policies, supported systems, and service agreements.