VERA is an automated collections and late payment reminder service integrated with Ease Connect, designed to help storage operators collect outstanding balances more efficiently. Vera communicates with customers through automated SMS messages and robo-calls based on a predefined collections schedule.

The purpose of Vera is to encourage timely payments, reduce delinquency, and improve operational efficiency while maintaining a consistent customer experience.

Note: The collections cadence outlined below represents the default Vera schedule. Organizations may customize the timing, frequency, and content of communications to meet their specific business requirements.

How Vera Works

When an account becomes past due, Vera automatically sends a series of SMS messages and robo-calls according to a predefined collections schedule.

Communications become progressively more urgent as the account ages:

1. Past Due Reminders – Initial notifications that a balance is overdue.
2. Late Fee Warnings – Alerts that additional fees may be assessed.
3. 15-Day Delinquency Notices – Notifications that the account is approaching or has reached 15 days past due.
4. Lien Alerts – Repeated notifications regarding lien-related account status.

Important Notes:

1. Vera communications go out based on number of days past due. This total does not include the due date (as the customer is not yet past due on this day). 
   • Example, if a customer is due on the 1st, they will receive their first SMS communication on the 3rd (2 days past due) and their first robo-call on the 4th (3 days past due).

2. Collection follows ups completed by VERA will be notated both in:

   1. The customer's account in Ease Connect.

           2. Within their account history in the PMS. 

Default Collections Schedule

SMS Schedule

SMS messages are sent on the following days past due:

2, 4, 12, 14, 22, 30, 37, 41, 46, 56, 64, 69, 83, 89, 91

Robo-Call Schedule

Automated calls are placed on the following days past due:

3, 7, 13, 18, 25, 31, 35, 38, 44, 48, 53, 58, 60, 66, 72, 77, 80, 87, 94

SMS Message Templates

Days 2, 12, and 22

Purpose: General past due reminder

Message:

Hi {{ customer first name }}, it's Vera with {{ company name }}. Just a reminder that your account is past due. Please call us at {{ collections phone line }} or pay at {{ payment_url }}

Day 4

Purpose: Late fee warning

Message:

Hi {{ customer first name }}, it's Vera with {{ company name }}. Your account is past due and will acquire a late fee soon. Please call us at {{ collections phone line }} or pay at {{ payment_url }}

Day 14

Purpose: 15-day delinquency warning

Message:

Hi {{ customer first name }}, it's Vera with {{ company name }}. Your account is nearly 15 days past due. Please call us at {{ collections phone line }} or pay at {{ payment_url }}

Days 30, 37, 41, 46, 56, 64, 69, 83, 89, and 91

Purpose: Lien alert notification

Message:

Hi {{ customer first name }}, it's Vera with {{ company name }}. This is a lien alert for your self-storage account. Please call us at {{ collections phone line }} or pay at {{ payment_url }}

Robo-Call Message Templates

Day 3

Purpose: Late fee warning

Message:

Hi {{ customer first name }}, it's Vera with {{ company name }}. Your account is past due and will acquire a late fee soon. If you paid within the last 24 hours, please ignore this message.

Days 7, 18, and 25

Purpose: Past due account reminder

Message:

Hi {{ customer first name }}, it's Vera with {{ company name }}. Your account is past due and needs attention. If you paid within the last 24 hours, please ignore this message.

Day 13

Purpose: 15-day delinquency warning

Message:

Hi {{ customer first name }}, it's Vera with {{ company name }}. Your account is nearly 15 days past due. If you paid within the last 24 hours, please ignore this message.

Days 31, 35, 38, 44, 48, 53, 58, 60, 66, 72, 77, 80, 87, and 94

Purpose: Lien alert notification

Message:

Hi {{ customer first name }}, it's Vera with {{ company name }}. This is a lien alert for your self-storage account. If you paid within the last 24 hours, please ignore this message.

Customization Options

The default Vera collections cadence serves as a recommended starting point. Organizations may customize:

• Communication timing and frequency
• SMS message content
• Robo-call scripts
• Collection milestones and escalation points

Any modifications should align with company collection policies, customer communication preferences, and applicable regulatory requirements.

Be sure to factor in the timing of the collections schedule mentioned in the important note at the top of this article when determining your collections cadence.