Luke Shardlow has been working in the technology industry for the past 20 years, having had the opportunity to lead key aspects of renowned companies such as eBay and Staples. The Australian native moved with his family to the U.S. in 2009, initially settling in the Bay Area and later relocated to the Boston area, where he resides to this day.
“In Boston, I joined Launchpad Venture Group, where I’ve been a member for several years. Through LVG, I connected with the Ai Lean team and began advising them on technology and product strategy,” Shardlow states. “When their CEO relocated to Europe for family reasons in early 2024, I was invited to step into the leadership role.”
Ai Lean is Shardlow’s first time working in the self-storage industry, and he has been captivated by the camaraderie he has found in the process. “This is my first foray into the self-storage industry. I have been blown away by how inclusive and collaborative the industry is. It’s rare to find an industry where competitors truly work together and support each other, all to benefit the industry as a whole and ultimately the tenant experience. While many industries talk a big game regarding collaboration, the storage industry actually lives it.”
The self-storage industry has historically been a late adopter of new technologies, but now, as the entire world looks at AI’s many possibilities, most companies in the business have been researching how to incorporate it into their operations, and Ai Lean seems to have cracked the code.
“From day one, we’ve been an ‘AI-forward’ company—to borrow the phrase from Jeffrey Bussgang, author of The Experimentation Machine—not because it’s trendy, but because we saw the massive opportunity to apply intelligent automation to solve real problems in self-storage operations. While many companies are just now exploring how to add AI features, we built our entire business model around leveraging AI strategically,” he states. “The difference is that we don’t view AI as a feature to bolt onto existing processes. It’s foundational to how we operate – from how we develop our products and analyze market trends to how we optimize our client services and monitor regulatory changes. This approach isn’t about having a chatbot on our website; it’s about using intelligent systems to drive better outcomes across every aspect of our business.”
Ai Lean has lien compliance automation as its core strength but has built a comprehensive platform that addresses the entire delinquency-to-auction lifecycle. “Our platform handles early collections and tenant communication before accounts even reach the lien stage—automated payment reminders, customizable messaging, and multichannel outreach that often prevent delinquencies from escalating in the first place. Once accounts do enter the lien process, we manage everything from state-specific legal notice generation and mailing to deadline tracking and compliance documentation. We also handle the auction setup and management, including photo uploads, listing descriptions, and posting across multiple auction platforms,” he says. “What really sets us apart is the combination of technology and human expertise. Our clients get dedicated account management and access to our legal team for complex situations. We also provide comprehensive reporting and analytics so operators can track their performance and identify trends.”
According to Shardlow, the key to achieving success with AI in the industry is to build it scratch, instead of trying to add it to existing models. “The strategic advantage comes from our AI-first approach to product development. We’re not retrofitting AI onto legacy systems, we’re building intelligent automation from the ground up,” he says. “The real competitive advantage isn’t any single AI feature [but rather] having an entire organization and product ecosystem built around intelligent automation. That foundation allows us to innovate faster, serve clients better, and stay ahead of regulatory changes in ways that companies with traditional, non-AI architectures simply can’t match. The operators who succeed long term will be those who partner with companies that truly understand how to apply AI strategically across the entire business ecosystem, not just as a surface-level add-on.”
Dealing with the delinquency process can be frustrating to any company. For Shardlow, early intervention and consistency are key for dealing with these cases. “We see operators get the best results when they start communicating with tenants the moment they fall behind, not weeks later. Automated reminders through multiple channels [like] email, text, and traditional mail catch tenants before small problems become big ones,” he says. “But what really moves the needle is having a standardized process that your entire team follows religiously. When every manager handles delinquency the same way, you eliminate gaps and reduce legal exposure. We’ve seen facilities cut their delinquency rates in half just by implementing consistent automated workflows that ensure nothing falls through the cracks.”
When it comes to smaller operators, automation plays an even bigger role. “Large operators have the luxury of dedicated teams and resources, so they can afford to have specialists focused solely on collections. But smaller operators are wearing multiple hats, and delinquency management often gets pushed to the back burner. That’s actually where automation becomes even more valuable for smaller operators. They can’t afford to have someone spending 20 hours a week chasing down overdue payments when that person should be focused on customer service or facility maintenance. Automation levels the playing field, giving a family-owned operation the same systematic approach as a REIT, without the overhead.”
The same rule applies when it comes to improving asset valuation in the self-storage sector. “Clean financials tell the story. When you have automated delinquency management, your NOI becomes more predictable and your bad debt write-offs shrink significantly. Investors and appraisers love consistent processes that demonstrate professional management. For smaller operators, this is actually crucial because they don’t have the brand recognition of the big players. When a potential buyer sees that you’ve systematized your operations and have solid delinquency controls in place, it signals that this isn’t just a mom-and-pop operation…it’s a professionally run business. That perception can add real value to your asset.”
He advises documenting every interaction when managing or mitigating delinquency-related challenges in high-risk compliance areas. “Documentation is everything. In the world we live in, you need bulletproof records of every interaction, every notice sent, and every deadline met. Manual processes just can’t deliver that level of precision consistently,” he says. “We also see successful operators take a proactive stance on legal requirements rather than a reactive one. Instead of waiting for regulations to change and scrambling to adapt, they implement systems and automation robust enough to handle evolving compliance requirements. It’s about building operational resilience from the ground up.”
When it comes to maximizing returns in the self-storage auction process, he mentions the key is treating this aspect of the business as a legitimate part of your revenue strategy, not just something you do when you have to. “Obviously, quality listings and professional presentations make a huge difference. We’ve found that when auction listings include good photos, accurate descriptions, and are posted consistently across multiple platforms, bidding activity increases significantly,” he says. “Timing matters. Regular auction schedules, rather than sporadic ones, tend to build buyer confidence and participation.”
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Victória Oliveira is a senior writer with over a decade of content experience under her belt. Her work has been featured on Darling Magazine, Elite Daily, The Culture-ist, Matador Network, and more.