Introducing Charm: The First Call Management Solution Natively Integrated Into a PMS

NEWPORT BEACH, Calif., August, 28 2024 - Tenant, Inc., the only purpose-built SaaS platform that offers a complete ecosystem of technology solutions tailored to the self-storage industry, is proud to announce the launch of Charm. Charm is a groundbreaking new Call Management System natively integrated with Tenant Inc.’s Hummingbird Property Management Software (PMS). This launch represents a significant step forward in enhancing the efficiency and PCI compliance of self-storage property management.

Charm sets a new standard in the storage industry as the first call management tool to be natively integrated into a PMS. By allowing agents to manage calls directly within Hummingbird through any web browser, Charm offers unmatched flexibility and accessibility. This cutting-edge system automatically converts non-tenant calls into leads, ensuring no opportunity is overlooked. Moreover, Charm captures missed calls and voicemails within Hummingbird’s communication center, creating a centralized hub for all tenant and lead interactions.

Prior to today, managers lacked access to vital tenant information—such as name, account status, and balance—before answering a call, often leading to impersonal interactions. The absence of integrated call recording and voicemail capabilities in existing Property Management Software required staff to manually record leads, leaving room for human error and missed opportunities. Additionally, the traditional practice of verbally collecting credit card information over the phone exposed self-storage businesses and their tenants to significant security risks.

Charm completely redefines this outdated process, empowering teams to deliver superior customer service with enhanced efficiency and security. By consolidating telephone calls, recordings, and voicemails alongside emails, text messages, and notes within the Hummingbird CRM communication timeline, operators can access a comprehensive view of a tenant’s or lead's communication history. Charm also ensures properties never miss a lead or follow-up by automatically creating leads for incoming calls from non-tenant numbers.

On incoming calls, Charm displays tenant and caller information before answering the call, enabling site managers to greet customers by name and provide a personalized experience. Charm also introduces PCI-compliant phone payments, allowing callers to securely enter credit card information using their touch-tone phone. This feature streamlines the payment process and ensures PCI compliance, relieving staff of the burden of manually processing sensitive credit card data.

“Charm brings telephone communication into the PMS in a new way,” said Justin Paquin, Senior Director of Product at Tenant Inc. Prior to today, only a system outside the PMS could access phone records and conversations. Bringing this into the PMS closes the loop on having all tenant communication in one place.”

Charm is available on a property-by-property basis. Owners interested in subscribing should contact the Tenant Sales team.