Understanding How Abandoned Rentals Function

overview the abandoned rental feature helps recover potential customers who begin the online rental process but do not complete their rental when enabled, storagely automatically identifies eligible abandoned rentals, sends a follow up email to the customer encouraging them to return and complete their rental, and notifies your facility team so they can follow up directly if desired this feature helps increase rental conversions while ensuring customers have an opportunity to complete their rental experience how the abandoned rental process works the abandoned rental process follows several automated steps behind the scenes step 1 a customer begins a rental when a visitor starts an online rental, storagely immediately captures their information as a potential lead this occurs when the customer selects a unit enters their name provides their email address provides their phone number at this point, the customer has shown interest in renting but has not yet completed the checkout process step 2 initial qualification review before any follow up actions occur, storagely automatically reviews the rental attempt to ensure it qualifies for abandoned rental tracking the lead will not qualify if the email address is identified as an internal or test account the abandoned rental feature is not enabled for the facility the customer is already an active tenant an existing abandoned rental record already exists for the same customer and unit this helps prevent duplicate notifications and unnecessary follow up communications step 3 rental activity monitoring every five minutes, storagely reviews active rental leads to determine whether additional action is needed the system checks has at least 10 minutes passed? customers are given time to complete their rental independently before any follow up occurs has the customer completed the rental? the system verifies that the customer has not become a tenant and does not already have an inquiry on file if both conditions are met, the rental is identified as an abandoned rental opportunity step 4 automated follow up once a rental is determined to be abandoned, storagely automatically sends follow up notifications customer recovery email the customer receives an email containing a reminder that they started a rental a direct link back to the rental process information about the unit they selected this allows them to quickly resume and complete their rental facility notification email at the same time, a notification email is sent to the facility this notification lets your team know a customer started but did not complete a rental which unit the customer was interested in that a potential rental opportunity may require follow up this gives your staff the opportunity to proactively assist the customer and answer any questions that may be preventing them from completing their rental follow up email frequency to prevent excessive communication, storagely limits abandoned rental email notifications a customer will only receive one abandoned rental follow up email within a 24 hour period this ensures follow up remains helpful without feeling repetitive or intrusive optional lead to lease integration for facilities using supported integrations, abandoned rental information can also be pushed directly into the facility management software (fms) example sitelink lead to lease when enabled, abandoned rental leads can automatically appear within the lead to lease section of sitelink this allows facility managers and staff to view abandoned rental prospects directly in their fms track follow up opportunities manage leads within their existing workflow availability of this functionality may vary depending on your facility management software and integration configuration what happens if the customer returns? if the customer returns and successfully completes the rental the abandoned rental process automatically stops no additional recovery emails are sent no duplicate abandoned rental records are created the customer simply continues through the normal rental process typical timeline minute 0 customer starts the rental process but leaves before completing checkout the lead is automatically captured approximately 10–15 minutes later the system reviews the rental activity if the customer has not returned a recovery email is sent to the customer a notification email is sent to the facility sitelink and edge are eligible integrations that may create an inquiry within the fms 24 hour cooldown period the customer will not receive another abandoned rental follow up email for at least 24 hours benefits of the abandoned rental feature ✅ recovers potential rentals that might otherwise be lost ✅ gives customers an easy way to return and complete their rental ✅ alerts facility staff to warm sales opportunities ✅ reduces manual lead tracking efforts ✅ integrates with supported facility management systems (sitelink) ✅ helps improve overall rental conversion rates frequently asked questions when is a rental considered abandoned? a rental is considered abandoned when a customer starts the rental process, does not complete it, and remains inactive after the qualification period how long does the system wait before sending emails? the system waits at least 10 minutes before determining whether a rental has been abandoned reviews occur in five minute intervals, so notifications are typically sent approximately 10–15 minutes after abandonment will customers receive multiple abandoned rental emails? no customers are limited to one abandoned rental follow up email every 24 hours will existing tenants receive abandoned rental emails? no existing tenants are automatically excluded from abandoned rental processing can my facility follow up directly with the customer? yes the facility notification email provides awareness of the opportunity, allowing your team to reach out and assist the customer if appropriate what happens if the customer completes the rental later? once the rental is completed, the abandoned rental process automatically ends, and no further follow up communications are sent