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Understanding the Terms - Leads and Tenants Reservation Settings How to add a Lead How to Reactivate a Retired Lead Ways to Reserve a Space Converting a Lead or Reservation to a New Tenant Moving in a Lead Documents and Digital Signatures Transferring an Existing Tenant to a New Space Rent a Space as a Business! Access Control Updating and Cancelling a ReservationAuctions Overview Scheduling an Auction Viewing and Adding Auction Information Modifying a Scheduled Auction How to Cancel a Scheduled Auction? Taking Auction Payments Moving Out the Tenant and Closing Lease After Auction Handling and Refunding Cleaning Deposits Scheduling an Auction from the Auction Manager Configuring the Tenant Mobile ManagerTenant Profile Overview How to Take a Payment from a Tenant Updating Tenant Information Understanding the Delinquency Timeline Communications Overview Understanding Space Settings and Information from a Tenant's Profile Adding Promotions and Discounts Saving a Payment Method/Autopay Selling Merchandise Generating a Document for your Tenant Accepting an Inter-property Payment Updating Gate Access Creating an Invoice from a Tenant's Profile Linking Contacts in Hummingbird Adding a New City for Your Tenants Generating and Sending Documents via Multiple Delivery Methods Generate and Save Documents Without Selecting a Delivery Method Archiving and Unarchiving of Document Denying Online Payments Understanding Space Types Template Manager - Communication Templates for Email and SMS
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Configuring Website CMS Settings City Content Settings Company Blogs Settings Website Coupon Settings FMS Initial Setup Local Blogs Settings Location and Street View Settings Name and Address Info Settings Property Coverage Settings Property Email Notes Settings Property Media Settings State Content Settings Website General Settings Website Promotion Settings Website Social Media Settings Introduction to Alt Tags Clear Cache Company Pages Settings Hours and Amenities Settings Legal Pages Settings Storage Tips Settings Website General Pages Settings Website Themes Files Settings Tracking Script Settings Website API Keys Mariposa H1 Tags
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Get to Know Hummingbird - Our Property Management Software Hummingbird Customer Journey How to Use Hummingbird Creating Customized Views for Hummingbird Modules Hummingbird Glossary Adding a New User in Hummingbird Creating a User Role in Hummingbird Adding Spaces within Hummingbird Adding an Additional Space for an Existing Tenant Hummingbird Application Launcher Configure Do not Disturb Settings for Communications
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January New Features and Updates February New Features and Updates March New Features and Updates April New Features and Updates May New Features and Updates June New Features and Updates August New Features and Updates September New Features and Updates October New Releases and Updates November New Features and Updates
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If an Auction has already been processed, can you add an additional fee for your previous tenant? Can you schedule an auction without a prompt from Hummingbird's Delinquency Automation? If a tenant's Space goes into auction, do they have to be notified when Space is sold and the winning bid amount? If a tenant's space goes to auction, are they notified of the winning bid amount and if the space is sold? What is the minimum amount required for a scheduled auction to close?Are taxes on a rental payment applied prior to applying a promotion? Are taxes applied on late fees? If a property is on anniversary billing and a transfer occurs, what would be the new billing date? If there are two open invoices and a tenant makes a partial payment, which invoice will the payment get applied? While catching up with an account that is past-due for a few months, in what order is a payment applied? If a tenant is on a quarterly or yearly billing cycle and misses a payment, will they still be billed quarterly or yearly? How many days before the due date is an invoice generated? How often are invoices sent to tenants? What happens to an invoice amount when a tenant vacates a Space mid-month? How is tax applied to an invoice? What happens to the excess amount if a tenant overpays an invoice? Is there a difference in tax rates for different types of storage Spaces? How are taxes handled if a tenant rents a Space in a different state? What happens if there is a change in tax rates for a state? how do they reflect on invoices? Can you add additional discounts or promotions for tenants on a multi-month billing cycle? How are these applied? If you change the billing day for a lease with a quarterly or annual payment cycle, when does it come into effect? If invoices are not paid on time, in what order does a subsequent payment get applied? Also, in what order does a payment apply across invoice lines - Rent, Coverage, Taxes, Late fees, etc.? Is a tenant eligible to receive certain discounts on rental rates if they pay for multiple months in advance? Does Close of Day support petty cash? Do you need to Close the Day every day to ensure there are no financial or accounting errors?Are leads automatically created for incoming calls? How can a district manager listen to past calls? What is expected behaviour if no agents answer the call? What is the expected behaviour for a signed-in agent if another agent answers a call before they do? What is the behaviour if multiple tabs are open for a signed-in Charm agent and a call comes in? Can agents manually enter credit card numbers when they are on a charm call? How long does the user have to enter their card number before entry times out? What happens if the user enters invalid data for card number, CVV, or expiration date? What happens if the user enters card data that passes field validation but results in a payment processing error? (Issuer rejection or payment gateway error) Can a Hummingbird user present a card payment using a payment terminal if they are on a charm call? Does the caller have to re-enter all card information if a card payment is rejected by the payment processor? As an agent, I briefly hear a phone ringing sound (as if I’m phoning someone) when I pick up the call. Why and what does this mean? What is the caller’s experience if they are placed on hold? I moved the Toast to the bottom of the page, but it disappeared. How can I make it reappear? Is the agent availability status retained when an agent logs out and logs back in? Is it possible to delete a call recording or voicemail from Charm? Why does Charm immediately hang up on the caller when pressing the green answer button to take a call? Can we take calls directly on cell phones? How does call forwarding work, and how many people can be included? Does my browser need to stay active to hear Charm call notifications? Will calls be missed if the browser goes to sleep? Why does the “Retired” lead status not change to “Active” if a retired lead calls the property?What does an Overlock do in the Delinquency Process? Can you create a manual task outside of the Delinquency Automation and have that task be reoccurring? How much does a delinquent tenant have to pay in order to become current again? What are the supported delivery methods for generating documents during delinquency? If a tenant changes their delinquency structure (for example, the lien fee days from 35 to 30), does this impact all tenants or only new ones that go into lien? Can you send delinquency notices to the business representative? If there are two alternate contacts for a Space, will both of them receive delinquency notices?Can a gate access code have alphanumeric characters? What is the maximum allowed length for a gate access code? Can you modify a gate access code length? If a tenant rents more than one Space in the same property, can the same access code be set for all rented spaces? Can a family member or contact of a tenant be assigned their own gate access code? Does Hummingbird allow excluding certain values for use as gate access codes for security purposes? When linking contacts in Hummingbird, does the Access Code need to match for both contacts? Are DaVinci lock codes sent to all online rental customers despite their ID Verification status?What is the difference between Hummingbird properties and Non-Hummingbird properties? Can you search for tenants using their phone numbers? How to make new feature requests? Why does Hummingbird ask permission to use my microphone when logging in? What services does Hummingbird Integrate with? How can you subscribe to new applications? What is the Base Rent, and how is it calculated?Is there a way to add YouTube videos on the website, within a company page? Can tenants update their email and contact information via the online portal? If a tenant updates their address on the website, will the address in Hummingbird also be updated? Where can you modify Soft Reservation Notification emails? How do you set up a discount to be applied at online checkout? Do you have to use a discount code? How do you publish content for a date in the past? Can you change the unit illustration image displayed on the self-storage website? Is there an option to mandate Autopay for all tenants when they pay online? Can you modify the reservation days on the self-storage website? What are advance reservations and how do you enable them? How do I add a marketing banner at the top of the self-storage website? How can you change the email address from which messages are sent to tenants? Where can you modify the "Size Disclaimer" text on the website? If the 15-minute hold timer expires while the customer is still on the Rent Now Mariposa screen, will they have to restart or will a new unit be assigned? If different Rate Variance settings are specified in the FMS Initial Setup and Website General Settings, which one takes precedence? Does Mariposa/Incode accept passports as a valid ID during the online rental process? If No, then which IDs are accepted? What is the significance of "Enable Account Edit" in the FMS Initial Setup section of Website CMS settings? Can you integrate XPS live chat with Mariposa? What is the difference between Enable Cart Abandonment" and "Email Abandoned Rental Notification" in the FMS Initial Setup section of Website Settings?How do I ensure that Automatic payments (Autopay) is enabled for all the upcoming rentals at my property? What is the difference between Refunds, Offline Reversals, and Chargebacks? Which Terminal is Recommended for Tenant Payments for Accepting Card payments by Swiping/Tapping/and Typing Pin? A tenant has a prepaid balance and Autopay enabled. How is the payment deducted, from the prepaid balance or their card since Autopay is enabled? Why is there a Void option for Cash payments in addition to Refund? What does each signify? How can you know if a payment was made from a One Time Payment Link? Does Autopay provide additional discounts on rentals? Does a tenant incur any additional fees for making rental payments with a credit card? How long does it take to deposit an ACH payment? While catching up with an account that is past-due for a few months, in what order is a payment applied? While taking a payment from a tenant via Check, how do I record the amount associated with the check in Hummingbird? What is a Paid through date? How do you know when there is a payment failure? Can you find details about a failed transaction? When autopay fails (for reasons like NSF), when is the NSF fee applied, at the first failure or after all the attempts run? Is there a way to perform a merchandise return/refund that is sold to a walk-in customer who is not a tenant? Can I refund credit card transactions anytime in Hummingbird, or is there a limit on the number of days? Can you re-issue the same invoice after its voided? Which payment methods are supported for one-time payment links? If an Autopayment was made today, can a user void it the same day? If a tenant is on a quarterly or yearly billing cycle and misses a payment, will they still be billed quarterly or yearly? Why is there an ability to set Autopay to re-run for 'X' days after the billing date? What is the difference between a Variable Fee and a Fixed Fee? How to Issue a Refund to a Tenant Why must customers manually link each unit to their online account, even if they are already linked in Hummingbird? Why can't all units associated with their info or the first linked unit be automatically pulled in? Is there a log of changes when a tenant updates their account information? Are tenants required to sign an Autopay addendum when enrolling or is this only a requirement in certain states/a preference for certain operators? How can you waive a month’s rent, late fees, advertising fees, etc. for a tenant? Does the CC Chargeback option refund a payment to a tenant or just removes it from the ledger?How to set up recurring reporting within Hummingbird? What do you do if the Lease does not get generated or is incorrect? Is there a Report that shows all the transactions that occurred through Tenant Payments? Is there a report that shows how much is collected in late fees? Is there a report that shows past tenants? Can you set up Hummingbird to generate activity logs for tasks performed by Property Managers? How do I know the origin of a Payment (i.e. via payment terminal, autopay, on file/manual, etc.) in a Financial Report? Is there a report that can provide information regarding Chargebacks? Is there a report that shows which user retired a lead? What do you do if you get a timeout error while downloading a report for all your properties? Is there a report that shows the Tenants’ Credit Card Expiration Dates?If a Tenant reserves a Space and they don't move in, will the Space go back into inventory automatically or will the manager have to manually take action? Does Hummingbird allow screening for blacklists in the rental flow? When a rental/reservation is initiated, there is an option to choose “how did you find us”. Is there a report to find how many times a source was selected? Can you see who Moved in and Moved out every month on the Dashboard? Where can you update a tenant's vehicle information after a move-in? How can you add the vehicle details after the tenant has signed the lease and moved in? When renting as a business, is the lease agreement generated with the business representative's name? Can you change a business profile to an individual profile? How can you view the Rental Abandonments in Hummingbird? Where can you find a record of the Lead Source information captured while moving in leads? Is there an option to restrict online reservations when only one unit remains available?If you have a Prorize integration, can you make rent changes for your tenants? A tenant has a scheduled rent change for February and an existing invoice with a prepaid amount. Will the invoice be updated to the new rent amount on the Rent Change's effective date? Can a rental rate increase be applied in the middle of a payment cycle? While uploading a file in the Rent Change Queue, can I add new tenants or only the existing tenants whose rent is due for adjustment? What is the preferred file format? Are the rent plan defaults only available for value pricing or can you assign an automated rent plan to a space with no value tiers?How do I enable a user to Write off a past-due amount for a tenant as a loss to the property? If you’re unable to change a user’s role or permission, what could be the reason? Which permission controls whether a user can edit the autopay bill date? What can a user with No Permissions do and see within Hummingbird?How do I disable the functionality of sending monthly invoices to tenants via email? Let’s say, you have sent out an SMS in bulk to your tenants but some of them cannot see it in their Communications in Hummingbird. What could be the reason for this? Are property specific Email/SMS do not disturb settings based on the time zone where the property is located? Can you make alternate contacts mandatory? Can notes be deleted from a tenant profile? Can we resend failed documents via SimpleCertified in Hummingbird, or can we only download the failed documents and manually mail them out?What is Value Pricing? How Does Value Pricing Work? What needs to be configured for Value Pricing to work? Which views need to be enabled for Value Pricing to work? Can I change the name of the Value Pricing Tiers? What is Space Scoring? Does Space Scoring impact whether a unit is categorized as Good, Better, or Best? What does Custom Value Pricing do? Can I assign Rent Plans to my Value Pricing Tiers? Why don’t some units appear in Grid and List view?Why is my payment getting rejected? Possible Duplicate Request Invalid Service Expired Card Inactive Terminal (Backend) Cannot Complete Because of Violation Do Not Honor Invalid From Account Suspected Card Insufficient Funds Withdrawal Limit Exceeded Invalid Card Suspected Fraud Customer Requested Stop of All Recurring Payments from Specific Merchant PIN Attempts Exceeded Invalid Amount General CardAuth Decline
Tenant Data Warehouse and Business Intelligence
Table of Contents
Tenant Data Warehouse (Amazon Redshift Serverless Instance)
Key Features of the Tenant Data Warehouse and Business Intelligence Package
Onboarding Timeline
Onboarding Toolkit & Process for Tenant Data Warehouse & Business Intelligence
Connecting to the Data Warehouse
Refreshing the Connection
Deleting and Reconnecting
Accessing and Navigating BI Dashboard
From Website
From Mobile
Understanding the BI Dashboard
Slicers
Graphs
Tooltips
Interactivity and Drill-Down
Drill-down options
As of Today Subtitle
Data Availability
Data Consistency and Comparisons
Matching Data with Hummingbird Management History Report (MHR)
The Tenant Data Warehouse and Business Intelligence (BI) package offers a comprehensive solution, combining two core components: the Tenant Data Warehouse and Microsoft Power BI. Together, these tools enable data storage, analysis, and reporting for deeper insights into operational and financial performance.
Tenant Data Warehouse (Amazon Redshift Serverless Instance)
The Tenant Data Warehouse serves as a centralized repository that consolidates operational data from multiple sources in a structured format. It is optimized for supporting intelligence functions such as reporting, data analysis, and decision-making. We are leveraging Amazon Redshift Serverless Instance to store and model this data.
- Data Refresh: Data is sourced exclusively from the Hummingbird database, with only the most relevant and essential tables extracted into the warehouse daily at 2 AM.
- Optimized Architecture: Built using a Star Schema architecture to support fast querying and optimized analysis.
- Business Intelligence Tools: The warehouse is compatible with BI and Analytical tools like Power BI, Tableau, Excel, QlikView, and Quicksight for advanced visualization.
- Full Access and Control: You can access the data warehouse with your credentials and integrate it with your preferred BI tool for deeper analysis.
- Historical Data: Offers a historical view of organizational data, allowing you to track performance trends over time.
Business Intelligence Tool (Power BI)
Microsoft Power BI is the chosen BI tool, designed to provide predefined dashboards that display critical operational and financial metrics. Power BI pulls data directly from the Tenant Data Warehouse, empowering users to gain actionable insights from their data.
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Predefined Dashboards: Power BI includes ready-to-use dashboards covering key KPIs such as:
- Revenue and financial metrics
- Occupancy trends
- Rental & Space activities
- Lead Activities
- Full Access to Edit Dashboards: Power BI dashboards can be tailored to meet specific business needs, with both read and write access provided, enabling the creation of custom metrics and analyses.
- Business Intelligence Workspace: A dedicated workspace within Power BI allows users to manage and customize reports.
- Informed Decision-Making: With real-time data insights, users can make more informed decisions to drive operational efficiency and business growth.
Key Features of the Tenant Data Warehouse and Business Intelligence Package
- Centralized Data Repository: A secure, centralized hub for storing and organizing operational data from Hummingbird Database.
- Secure Data Access: A dedicated data warehouse instance that ensures control and protection of your data for in-depth analysis.
- Predefined Power BI Dashboards: Dashboards offering insights into occupancy, rental activities, payments, and invoices.
- Data Accuracy and Integration: Data is sourced exclusively from the Hummingbird database, ensuring reliable and timely insights.
- Historical Data Perspective: Analyze performance and trends over time with a historical data view.
- Empowering Decision-Making: The BI tool provides actionable insights to drive business growth, operational efficiency, and strategic decisions.
With the Tenant Data Warehouse and Business Intelligence package, you have a powerful solution to centralize your data, enhance reporting, and make data-driven decisions that positively impact your business.
Onboarding Timeline
Duration: Approximately one week.
- Day 1-3: Setting up the Tenant Data Warehouse instance.
- Day 4-6: Configuring the Power BI workspace
Onboarding Toolkit & Process for Tenant Data Warehouse & Business Intelligence
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Receive Credentials Information (will be sent with the onboarding email)
Obtain your protected Excel file containing login credentials from the Tenant Team. This file includes your Redshift server details and access credentials for connecting to the data warehouse. -
Set Up Power BI Premium License
You will be provided with a Power BI Premium license, granting access to the BI tool. The Power BI Premium license will be sent to the email that the customer provided. -
Access Your BI Workspace (will be sent with the onboarding email)
The Tenant BI Team will provide you with a unique BI workspace link, accessible via the Microsoft Power BI web page. In this workspace, you will have full control over their data and can create, edit, and customize their own measures and dashboards. -
Locate the BI Tool in HB
The BI tool, including Power BI and other supported analytics tools, is housed under the Hummingbird Tool section. Navigate to this section to start accessing your dashboards and data reports. -
Refer to the BI User Guide (will be sent with the onboarding email)
Refer to the BI User Guide for detailed instructions on navigating and using your BI workspace. This includes accessing the slicer, filter, and tooltip, matching data with the Hummingbird Management History report, and understanding best practices to create measures in your BI tool.
Connecting to the Data Warehouse
Connecting to the Tenant Data Warehouse:
- Obtain your credentials: Contact the Tenant Team to get your credentials, which should be part of your onboarding toolkit. With these credentials, users can plug in the information to any BI or analytical tool to fetch all the data available in Tenant Data Warehouse (TDW)
- Create a New Connection: In your BI or Analytics tool, navigate to the data source settings or the connections management area. Select the option to create a new connection.
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Use the Credentials: When prompted, enter the credentials for accessing the Redshift serverless database. This will include the server endpoint, port, database name, username, and password.
Note: If you are unable to connect to Redshift serverless, please contact the Tenant Team for support. - Select the Database: After entering the credentials, choose the tenant_data_warehouse database from the available databases in the Redshift serverless cluster.
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Choose the View: From the available views, select tdw_ro to access the database's read-only views.
Note: When exploring the database, you may notice that no data appears under the Tables section. This is expected because you are accessing the views (tdw_ro) instead of the actual tables. The views provide a structured representation of the data stored in the Redshift database.
Refreshing the Connection
Deleting and Reconnecting
If refreshing the connection doesn’t retrieve the most up-to-date data, you can delete the existing connection and set up a new one. Delete the current connection, then follow the steps to reconnect to the Redshift database.
Accessing and Navigating BI Dashboard
From Website
To access the BI dashboard:
- Log into your account on the Power BI website.
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Enter the login credentials you used when setting up your account.
Note: If you do not have login credentials, contact Tenant Inc. to request access. -
Once logged in, you can access Tenant Inc.'s full suite of BI dashboards, housed in a secure workspace created specifically for you.
Note: Tenant Inc. will share the workspace link. - Install the Microsoft Authenticator App on your phone for added security.
From Mobile
To access the mobile-friendly BI dashboard:
- Download the Power BI app.
- Login using the credentials you used to set up your account.
- Access the workspace created for you to view your BI dashboards in a mobile-friendly format.
Understanding the BI Dashboard
The workspace has a Report and Semantic Model. The report consists of your BI dashboards that you will use for analysis, whereas the Semantic model stores and organizes your data.
The dashboard features nine tabs, each dedicated to a different aspect of your property management:
- Summary
- Occupancy
- Move-Ins / Move-Outs
- Revenue
- Leads
- Year Over Year
- Leaderboard ($ KPI)
- Leaderboard (Num KPI)
- Last N Months
Slicers
We offer various slicers to help you filter and analyze data across multiple tabs.
- Period Slicer: This contains all predefined date ranges such as MTD, QTD, YTD, Trailing 12 months, Trailing 24 months, All Data etc. and it also includes Custom Range which would give you the ability to select date range.
Custom Range Selection should allow you to select a date range (From and To) from the Custom Range slicer next to it. For example, this custom range selection should allow users to select from 5/15/2024 to 6/15/2024, and so on. It would also allow you to slice data for one day, i.e., 5/15/2024 - 5/1/52024.
All Data Selection should allow you to fetch data for all of the data which is there in your data warehouse instance.
Note: The Custom Range Slicer is available for Custom Range Selection. It is disabled for all other selections, such as YTD, Last Year, MTD, All Data, etc.
- Property Groups Slicer: Group properties by attributes like property name, property age, state, or city.
Year Over Year Tab: This tab features three slicers, like space type, property group and supporting slicer. The absence of a period slicer is intentional, as all graphs in this tab display data for all years and do not require a specific period selection.
Leaderboard Tabs: The Leaderboard ($ KPI) tab includes a "Filter by Different Business Lines" slicer, allowing you to view financials by different business lines such as merchandise and coverage. Default sorting is set to descending, but users can customize sorting using the sort axis option.
Note: Each slicer should have a clear selection key icon on the top right of each slicer.
Last N Months Tab: In contrast, the Last N Months tab includes the same three slicers mentioned earlier. However, the Period Slicer (slicer 1) is an advanced period slicer. It offers the flexibility to select Last, This, or Next, along with the desired time frame, whether it's months, years, weeks, or days.
Graphs
Tooltips
Each graph is accompanied by a title indicating the metric it represents. Additionally, you'll find a tooltip icon (?) at the top of each graph, providing detailed information. Hovering over a graph or specific data points will display tooltips with underlying amounts.
Interactivity and Drill-Down
Most graphs are interactive, allowing you to click and explore further insights. In the Move-Ins / Move-Outs tab, the rental activity by property graph features a (+) icon next to property names, enabling drill-down into specific dates or months.
Drill-down options
Each of the period graphs has Drill up and Drill down functionality.
The order for drill features is Year - Month - Day. if you are using a longer duration selection in the slicer like Last Year, trailing 12 months etc then you should use drill up to get it on Year level or Month level.
However, if you are using a selection with a shorter time frame, like last month or MTD, then you should use a drill-down feature to drill it to the day level.
As of Today Subtitle
Certain graphs would have ‘As of Today’ subtitle, which indicates that this graph only shows today as of last refresh (which was 3am at night) and the ‘Period’ filter won't be applied on these graphs.
Data Availability
The data available on the TDW and BI Dashboard is sourced from our Hummingbird system and will only include data from the time of migration to Hummingbird. Please note that the TDW data refreshes at 2 a.m. every night, so while it provides valuable insights, it may not reflect real-time data for today or this month. However, the BI dashboards are refreshed at 7 a.m. every day, i.e., 5 hours after the TDW refresh.
Data Consistency and Comparisons
Please note that the Year Over Year tab may contain less data for previous years, as it includes data before the migration to our Hummingbird system. As a result, numbers for previous years may appear skewed.
Matching Data with Hummingbird Management History Report (MHR)
The Last N Months tab can be used to compare data with Hummingbird's Management History Report (MHR), as it includes many of the measures listed in the MHR.
Certain measures are not in MHR, but you can compare them with other HB reports. For example, the Offline spaces measure is available in OSR.
Additionally, there are a few measures that are not available in any HB report, but we have created these in BI dashboards based on the available data.
We hope this overview provides a clear understanding of the features and functionalities available in our BI dashboard. For further assistance or queries, please get in touch with our support team.