Package Concierge makes life easier for residents and workers at Observer Park in Hoboken, N.J.

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Observer Park, Hoboken, N.J.

115 units – PC7-70

Overview

Observer Park gives residents the ability to enjoy the perks of New York from the perspective of a tree-lined street across the Hudson River. Its 115 units receive an average of 150 packages a week, with that number climbing higher during peak delivery times. With only a small office to store and sort deliveries, the community’s two-person leasing staff dealt with space constraints for package storage and spent too many staff hours receiving, logging, storing and retrieving packages.

The residents, principally working professionals who commute daily to the city, grew increasingly frustrated by the inconvenient package delivery process. Leasing staff tested many strategies to ease the last mile of delivery, including an unstaffed package room, an outsourced part-time concierge professional and a full-time employee to alleviate the administrative burden of handling packages. However, leaving packages unattended wasn’t a secure option and manual package management limited pick-up times to office hours, preventing many residents from receiving their packages before the office closed.

Our solution

Observer Park needed a package management solution that simplified package delivery for residents without requiring staff maintenance. The solution also needed to be secure and compatible with all delivery and mail carriers.

The Package Concierge system’s convenience, security and ability to complement the community’s existing amenities attracted the property owner and leasing staff. Since the Observer Park team previously considered the addition of a full-time staff member, it became clear that redirecting budget to cover Package Concierge’s upfront installation costs would prove more valuable over time.

Observer Park worked with Package Concierge to install a 7-foot, 70-compartment locker system in the secured lobby that connects the community’s two buildings. After the installation was complete and Package Concierge was ready to launch, the leasing team hosted a party for the residents to introduce the new amenity and to build excitement around the new system for handling packages.

 Results

For Observer Park’s leasing team, Package Concierge has practically eliminated the distraction of package management and has resulted in more time for daily responsibilities. Team members have saved an average of 90 minutes per day and are now spending this time planning community events, following up with prospective renters and improving the daily operations of the property.

Residents don’t have to rush home on a crowded train to make sure their packages aren’t sitting in the lobby or left outside the building, leading to increased satisfaction and fewer complaints. Every resident at Observer Park uses an automatic key fob to enter the building, and the exact same fob is used to collect packages from the Package Concierge system, further adding to the system’s convenience and security.

Automated delivery lockers from Package Concierge are helping to increase current residents’ renewal rates at Observer Park, as well as incoming tour requests and leases signed by new prospects. On multiple occasions, prospective residents have extended their initial visits to the building in order to see the process when a package is delivered or picked up. Observer Park includes Package Concierge in each unit’s amenity fee, allowing the community to recover the initial cost of the system.

Testimonial

“Package Concierge is a definite plus, and it helps us stand out,” said Michelle Gallagher, property manager at Observer Park. “Residents love knowing their deliveries have arrived safely, and that they can retrieve packages at the times most convenient for them. Prospective and current residents find great value in the system, giving it an important role in renewal decisions and new leases.”

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A Case Study for Student Housing

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Cambridge Oxford of New Haven, CT

84 units – PC7-70 L Shaped System

Overview

Cambridge Oxford is adjacent to Yale University and caters to a large student population. Because many students don’t have vehicles, they shop online for even basic necessities. As a result, property management was challenged by an inordinately high number of package deliveries on a daily basis. This influx required more than two hours a day just to log and deliver packages to residents.

Packages that could not be delivered had to be stored in the office or a common area, but that left items either inaccessible to students returning home at all hours, or unattended and unsecured. At times, packages went missing and Cambridge Oxford was liable for those costs. With residents’ trust at risk, Cambridge Oxford sought a more efficient and secure solution.

Our Solution

Cambridge Oxford wanted a solution that required no oversight or manual application. Initially, the management team looked into a package logging application, but determined it would require too much time and still not address the security issue. After seeing a locker system in an area gym, the property manager, Jessica Molson, thought a similar solution would fit Cambridge Oxford’s needs. She considered the Package Concierge locker system.

Cambridge Oxford had several criteria in mind when evaluating the system. One important consideration was experience with the residential market. Package Concierge is exclusively focused on the residential, multifamily industry and understands the unique needs of residents and property managers.

Impressed by the technology behind the Package Concierge system, as well as the high quality, attractive lockers, Cambridge Oxford’s decision ultimately came down to the user experience. The system had to be easy to use and reliable to ensure adoption by both residents and carriers. After seeing another Package Concierge system in action in nearby Stamford, the property manager felt confident that Package Concierge was the best solution for the Cambridge Oxford community.

Decision made, the property management team worked closely with Package Concierge to customize a 7ft x 13ft 70 compartment locker system in a L shape that provides residents with a secure, convenient package delivery experience.

Results

Cambridge Oxford receives 60 packages per day all of which are delivered without a hitch via the Package Concierge system. Leasing managers are able to focus on managing the property and ensuring resident services are running smoothly, while its student residents appreciate the convenience and security of this modern amenity. Most important, residents enjoy the peace of mind knowing that their packages – from toothpaste to textbooks – are there when they get home.

 Testimonial

“Students get a lot of packages. Not every package contains expensive items, but every package is valuable to the recipient. It’s important that they get the packages sent to them. Package Concierge allows us to deliver on our goal to provide convenient, reliable delivery of residents’ packages, with no manual oversight. It benefits everyone.” – Jessica Molson, property manager

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