“Press 2 for Tech Support”. “Your call is important to us, so please hold”.
We have all heard this before when we make the dreaded call for technical support. All we want is some simple help!
According to global giant Accenture, poor customer service costs businesses an estimated $1.6 trillion USD globally.
Roughly one in three customers doesn’t have their issue resolved on the first call. For self-storage operators, that’s not a statistic you can afford to accept. When tech support works the way it should (expert help there when you need it), you will gain confidence that you chose the right technology partner.
Self Storage providers like Sitelink Web Edition (part of R6 Automate) in Australia and New Zealand have built an enviable reputation for service to the largest user base of Self Storage software in the region.
In 2024-25, R6 Automate’s automated technical support ticketing system processed over 5,400 support requests, with a little more than 3,400 originating locally, reflecting the scale of provided support to customers across 40 countries.
While some companies are getting it right, there are many more that aren’t. Patience is running out. Research shows customers abandon calls after just 2 minutes and 36 seconds on hold. In 2024, Australians collectively spent 123 million hours waiting for help. The bar has never been lower.
“Choose wisely, you must, young Padawan” – Yoda
There are plenty of choices when it comes to Self Storage Facility Management Software (FMS), and all vary in price and service. Saving a few dollars on your FMS sounds appealing until you’re stuck on hold, wondering why your move-in isn’t processing correctly.
With more than 25 years of experience and multiple service awards, SiteLink has been built on the belief that great software needs great support behind it. Less time troubleshooting means more time running your business.
While Australians spent millions of hours on hold in 2024, SiteLink’s Brisbane technical support team averaged just 9 seconds. Nine seconds.
Choose wisely.
The R6 Automate team at the 2025 SSAA Awards. 
