HelloPackage Helps 2400 Chestnut Streamline Package Operations Without Adding Workload
Overview
2400 Chestnut is a high-occupancy residential property located in Philadelphia, PA, managed by 2400 Chestnut Corporation. With a 99% occupancy rate, the building required a reliable and efficient package management solution to match its resident volume and expectations.
Challenge
Even with a dedicated 24/7 concierge team in place, the volume of package deliveries, over 20,000 annually, was putting strain on operations. Staff time was being consumed by package handling, leading to inefficiencies and risking resident dissatisfaction.
Solution
In 2024, HelloPackage was deployed at 2400 Chestnut to support and streamline package management, making the concierge team’s job easier while improving the resident experience. By automating key tasks and guiding delivery drivers to scan and store packages correctly, the system reduced the time concierge staff spent on package handling by 50%, freeing them up to focus on more meaningful resident interactions.
Key features included:
- Virtual training and real-time support for delivery drivers
- Daily monitoring of delivery behavior
- Automated notifications and package logging
- Resident self-service retrieval, freeing up concierge bandwidth
Key Metrics from 2024
📦 Total Carrier Deliveries: 20,101
🧾 Resident Retrievals: 20,054
💬 Monthly Resident Feedback: Avg. 166 responses
😊 Resident Confirmation of Package Receipt: 571 confirmed, only 2 unconfirmed
🔁 Return to Sender Policy: 5 days
Operational Highlights
Reduced Delivery Dumps
Delivery driver “dumps”—when packages are left unscanned or unmanaged—were significantly reduced thanks to proactive Delivery Driver Management (DDM) sessions. These sessions include real-time monitoring of driver behavior, gentle course corrections, and follow-up coaching to ensure every delivery is logged correctly.
Streamlined Carrier Onboarding
Every new delivery driver receives virtual onboarding with clear guidance on how to properly scan and store packages in the system. This ensures fast compliance with minimal friction, even when carrier turnover is high.
Multiple Support Channels for Fast Help
Whether a resident has a question or the concierge needs quick help, support is never far away. HelloPackage offers assistance via web ticketing, live chatbot, phone, and even telepresence, allowing a live team member to be virtually present in the package room to walk users through any issue in real time.
Resident & Staff Impact
Residents consistently confirmed successful package pickups and reported high satisfaction with the system. Concierge staff benefited from reduced interruptions and greater visibility into package status, allowing them to stay focused on resident service rather than logistics.
⭐⭐⭐⭐⭐
Property Manager Jason Bloom shared:
“When I first learned about the HelloPackage system from a local competitor, they were adamant that the system was horrible. After doing my due diligence, it hit me—it wasn’t the system, it was the way it was managed. We renovated a room adjacent to our Front Desk so our 24/7 Concierge could oversee the operation. Let me tell you, it worked out great. Our Concierge ensures delivery drivers understand the system, log packages properly, and even assists them when needed. It’s been a game changer.”
— Jason Bloom, Property Manager, 2400 Chestnut
With over 360 apartments and 500+ residents, the system has handled high volume without staff burnout. Enhanced features like commercial cold storage, a label printer, and an overflow room have made it even more efficient for large-item deliveries and groceries.
Conclusion
With HelloPackage, 2400 Chestnut transitioned from a labor-intensive, manual package process to an efficient, tech-enabled system that supports both residents and onsite staff. HelloPackage didn’t replace the Concierge; it empowered them.
See the benefits for yourself
If you’re looking to reduce the burden on your concierge team, improve delivery compliance, and give residents a smoother pickup experience, let’s talk. Book a quick call to see how HelloPackage can simplify your package operations, with no major changes to your current setup, just smarter support where it counts.