Choosing the right smart locks and access control system is crucial for business efficiency and customer satisfaction, especially when integrating multiple software and hardware products. At Inlet, while we have deep knowledge across numerous lock manufacturers and access systems, we remain proudly brand-agnostic. We don’t sell hardware or recommend specific brands. Our mission is to integrate with as many options as possible, empowering you with the flexibility to select the perfect solution for your unique needs. You can always find an up-to-date list of compatible hardware on our website.
So, how do you navigate the vast array of options? The secret isn’t just looking at lock features; it’s starting with your Customer Journey. This article guides you through planning your access needs by focusing on the user experience first, ensuring you select a system that truly works for your business and your customers. By the end of the process, you’ll have all the information you need to set up seamless, automated access solutions combining your favorite software with locks or access control systems.
Why the Customer Journey is Key
Before diving into hardware specifics, planning the Customer Journey is essential. This journey encompasses every interaction a user (guest, tenant, member, employee) has with your access system – from initial booking or onboarding to their final exit. A poorly planned journey leads to confusion, frustration, and operational headaches. A well-planned one creates a seamless, positive experience.
- Think Seamless: How should users receive credentials? What happens if they need access to multiple areas (e.g., main entrance, private room, gym)? How long should access last?
- Plan for Contingencies: What’s the backup plan if technology fails or a user encounters issues?
- Consider Your Niche: Specific business types have unique needs. For example, automating access for a sauna requires different considerations than a hotel. (See our specific guide for saunas: The Sauna Playbook).
Step 1: Map Your Desired Customer Journey – Key Questions to Ask
Carefully consider these questions to define your ideal access workflow:
- Business Operations: What type of business do you run? (hotel, co-working, gym, self-storage, rental, etc.) What are the core access requirements tied to your service model?
- Access Duration: How long should access credentials be valid? (Short-term: minutes/hours? Defined period: days/weeks? Recurring: ongoing membership? Indefinite until revoked?)
- Credential Type: How will users gain entry? (PIN code? Mobile key via app/link? Physical card/fob? A combination?) The choice impacts security, convenience, and required hardware (e.g., keypads for PIN codes).
- Simultaneous Access Needs: How many unique users/codes need access to the same door at the same time? (e.g., multiple members needing gym access vs. a single guest for a hotel room).
- Multi-Door Access: Does one credential need to grant access to multiple doors or areas? (e.g., building entrance + apartment door + shared facilities like pool/gym). This requires lock relationship capabilities.
- Passage Mode / Unlocked Duration: Should doors automatically relock after each entry, or should they remain unlocked for the duration of a booking or specific hours (e.g., main office door during business hours)?
- System Consistency: Are you using a single type of lock/access system throughout the journey, or multiple different types? Mixing systems can complicate using a single credential across all doors and requires careful planning (This is where an integration platform like Inlet becomes crucial).
- User Communication: How and when will users receive access details and related information? (SMS? Email? In-app notification? Do you need booking confirmations, check-out reminders, etc.?)
Customer Journey Example: Self-Storage
Let’s apply this to a self-storage facility, often using a subscription model:
- Entry Points: Is there a main vehicle gate? A main building entrance? Individual unit doors? All might need access control.
- Credential Validity: Should codes be static for the subscription duration, or change periodically (e.g., monthly)? Does this policy differ for the main gate vs. the individual unit?
- Code Consistency: Should one code work for all access points (gate, building, unit)? This depends on the system’s capabilities and your security policy.
Step 2: Match Your Journey to System Capabilities
Once your ideal Customer Journey is mapped, you can evaluate lock systems based on whether they support the required functionalities:
- Required Actions:
– Need remote unlock via link/app? System must support remote opening, also known as pulse opening.
– Using PIN codes? Keypads must be present on all relevant doors.
- Code Storage Capacity: If many users need simultaneous, unique codes for one door (like a shared entrance), the lock must be able to store that many codes concurrently.
- Lock Relationships: If one credential needs to open multiple specific doors (main entrance + room + gym), the system must support defining these relationships.
- Credential Preference: Does the system support the preferred credential type for your user base? (e.g., one-time visitors might prefer simple SMS codes, while long-term members might adopt an app).
Step 3: Assess Your Location’s Infrastructure
Don’t forget the physical environment:
- Internet Connectivity: Is there stable internet at the location?
- Yes: Real-time management and most features are viable.
- No/Unstable: You need an offline-capable system using technologies like algorithmic codes or Bluetooth/NFC mobile keys.
- Power Availability: Are power outlets available near each door?
- Yes: Wired locks offer continuous power but require existing wiring or installation.
- No: Battery-powered locks offer installation flexibility but require diligent battery monitoring and replacement schedules.
How Inlet Helps Execute Your Vision
Mapping the journey and selecting hardware is just the start. Executing complex workflows, especially those involving different lock types or connecting access events to your business software (PMS, booking engine, etc.), requires seamless integration. This is where Inlet excels. Our platform acts as the central hub, translating commands between your chosen software and the diverse range of compatible locks, ensuring your carefully planned Customer Journey runs smoothly and automatically.
Final Thoughts
Choosing the right access control system begins with understanding and mapping your Customer Journey. By prioritizing the user experience and considering operational needs first, you can select hardware and software components that align perfectly. Evaluating system functionalities against your journey requirements and assessing location infrastructure ensures a successful implementation.
This upfront planning, combined with powerful integration tools like Inlet, leads to a secure, efficient, and user-friendly access solution that enhances customer satisfaction and allows your business to operate smoothly.
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