Operations

Operations Reality

Key Constraints

What Software Does

• Captures item and service data
• Enforces scheduling rules (lead time)
• Produces operational metrics
• Maintains audit trails

What Software Does NOT Do

• Real-time location tracking
• Route optimization (future)
• Ops micromanagement dashboards (pre-scale)

Scheduling Discipline

48-Hour Lead Time

The 48-hour lead time is a deliberate policy that:

1. Promotes planned usage — Customers think ahead (seasonal rotations, events)
2. Improves reliability — Reduces last-minute failures
3. Enables batching — Multiple stops per trip
4. Reduces cost volatility — Predictable operations

Advance Scheduling

Customers can book returns weeks or months in advance:

• Holiday decorations scheduled in October for December delivery
• Seasonal clothes rotations planned quarterly
• Event-based items (party supplies) scheduled around dates

Why NOT On-Demand

Service Availability Hours

Published on the live website and enforced via Calendly scheduling. All times Eastern.

Calendly Scheduling Configuration

Settings applied to both event types (Building Partnership Discussion and Pickup & Delivery Service).

Operational Workflows

Pickup Flow

1. Customer schedules pickup (Calendly) — 48hr+ notice
   (optionally with items pre-selected on Dashboard)
2. Webhook creates action (pending_items)
3. Items attached — auto-attached if pre-selected,
   or customer selects manually in portal
4. Action status → pending_confirmation
5. Ops confirms booking
6. Ops executes pickup
7. Items scanned/verified at facility
8. Item status → stored
9. Action status → completed

Delivery Flow

1. Customer schedules delivery (Calendly) — 48hr+ notice
   (optionally with items pre-selected on Dashboard)
2. Webhook creates action (pending_items)
3. Items attached — auto-attached if pre-selected,
   or customer selects stored items manually
4. Action status → pending_confirmation
5. Ops confirms booking
6. Ops retrieves items from storage
7. Ops delivers to customer
8. Customer confirms receipt
9. Item status → home
10. Action status → completed

Cancellation Flow

Customers can cancel bookings in pending or confirmed status directly from the portal.

1. Customer cancels in portal (pending or confirmed)
2. Action status → canceled
3. Item status reverts (based on booking type):
   - Pickup items (in pickup_item_ids) → home
   - Delivery items (in delivery_item_ids) → stored
4. No penalty (within policy)

Service Types

Storage Operations

Facility Model

• Micro-hub footprint — Scales via adjacent units / nearby sites
• Climate-controlled — Protects customer items
• Mapped locations — Every container has documented position

Container Management

• Standard containers — Predictable capacity
• QR codes — Every item labeled: SV-YYYY-NNNNNN
• Scanning workflow — Chain-of-custody documentation

Scaling Pattern

Phase 1: Single unit (e.g., 280 sqft)
Phase 2: Adjacent units (840 sqft, same location)
Phase 3: Nearby micro-hub (new location, same market)
Phase 4: New market micro-hub

Metrics

Survival Metrics (Rolling 6 Months)

Defensibility Metrics (12–18 Months)

Go-to-Market Operations

Primary Wedge: Luxury Rentals

• Amenity framing — Storage Valet as building amenity
• Leasing office alignment — Partnership with property management
• Move-in kits — Onboarding new residents
• Seasonal campaigns — Holiday, back-to-school promotions
• Building service days — Batch efficiency per building
• Referral loops — Word-of-mouth in dense communities

Secondary: Homeowners

• Condo/HOA partnerships — Building-level deals
• Parent networks — School and activity group outreach
• Neighborhood associations — Community positioning
• Seasonal rotation positioning — Strollers, skis, holiday décor, baby gear

Partnership Model

Operational Risks & Mitigations

Current Ops Tooling

What Exists:

• Customer Portal — Item and booking management
• Ops Dashboard — Staff-only view of all actions with customer details (gated by sv.is_staff(), uses get_ops_actions RPC)
• Orphan Guardrail — fn_revert_orphaned_scheduled runs on every dashboard load, automatically reverting items stuck in scheduled state with no active booking
• Calendly — Appointment scheduling
• Stripe — Payment processing
• Supabase — Database and auth

What Does NOT Exist (Pre-Scale):

• Ops item manifests
• Automated reconciliation
• Route optimization