How OpenTech Alliance Achieved Faster Onboarding and Fewer Support Tickets with Canopy Remote Monitoring and Management
Learn how OpenTech Alliance uses Canopy’s remote monitoring and management (RMM) to automate device operations, streamline customer onboarding, and reduce support tickets. Learn about the operational impact and customer benefits resulting from modernized PropTech management.
OpenTech Alliance, a leader in property technology (PropTech) for self-storage facilities, transformed its operations by adopting Canopy’s remote monitoring and management (RMM) platform. Adopting Canopy RMM made remote device automation possible and reduced manual intervention. OpenTech's use of Canopy sped up onboarding by 50% and reduced customer support tickets by 10%.
Why Automation Matters in PropTech
Self-storage facilities depend on a diverse network of access systems, kiosks, cameras, and other connected devices. As OpenTech’s customer base expanded across North America and beyond, managing device uptime, updates, and support for this fleet became increasingly complex. Manual processes led to:
- Device issues going unnoticed until customer complaints were filed
- Time-consuming, error-prone software updates
- Increased support workload and operational delays
A scalable and automated solution was needed to maintain high service levels without expanding support teams.
How Canopy RMM Delivered Results for OpenTech Alliance
Automated Device Management
Canopy’s RMM platform enabled OpenTech to automate core workflows and centralize device fleet oversight. Key benefits included:
- Low-code automation: Schedule device reboots, implement remote USB control, and trigger QA tests without manual intervention.
- Real-time monitoring: Receive instant alerts for power or internet outages, and monitor device health continuously.
- Context-aware responses: Track custom KPIs (like device reboot frequency) to trigger targeted automations based on live conditions.
Streamlined Customer Onboarding
Provisioning new kiosks is now faster and more efficient:
- Automated setup: New units can be provisioned via CRM-triggered workflows, reducing onboarding time from several hours to under one hour per kiosk.
- Fewer errors: Standardized, automated processes minimize human error and ensure consistent installations.
Enhanced Support and Visibility
- Proactive support: Continuous device health monitoring enables issues to be identified and resolved before they impact customers.
- Reduced support tickets: A 10% reduction in support tickets, as many issues are automatically detected and resolved.
- Customer empowerment: Real-time dashboards give customers visibility into their own systems, supporting independent management.
Operational Impact
- 50% faster onboarding: Average setup now takes less than an hour, saving 2–3 hours per kiosk.
- Improved scalability: OpenTech manages a growing device fleet efficiently, without increasing headcount.
- Greater service reliability: Consistent uptime and fast issue resolution support customer satisfaction and business growth.
Customer Experience Improvements
OpenTech’s customers benefit directly from these enhancements:
- Pre-configured kiosks: Faster, easier installations reduce friction and downtime.
- Remote access: Operators can manage equipment remotely, including fielding two-way video calls for on-demand service.
- High call volume handled: In 2024, over 300,000 customer calls were placed through INSOMNIAC® kiosks using Canopy-powered services.
Looking Ahead
OpenTech plans to further automate device provisioning, improve decommissioning, and connect additional systems to support global growth. The Canopy RMM platform provides a foundation for continued operational excellence and innovation in the self-storage PropTech sector.
Have Questions or Want to Learn More?
For more information or to discuss how Canopy can help your organization, visit https://www.gocanopy.com/get-started to get started or talk with Canopy regarding your product questions.
Also, see the following content about OpenTech:
- The full OpenTech Alliance case study
- OpenTech Alliance CEO Robert Chiti's conversation with Canopy Founder and CEO Steve Latham
- Kiosk automation with Canopy RMM, OpenTech Product Manager Justin Johnson discusses with Canopy VP of Customer Success Nathan Rowe