Overview
500 Folsom is a residential high-rise in San Francisco’s East Cut neighborhood, with over 500 units and a constant flow of deliveries. As the property reached full occupancy, it became clear that package management was consuming an outsized share of the concierge team’s time. The goal was straightforward: remove that burden without adding complexity, and build a system that could keep up with one of the highest-volume buildings in the country.
The Challenge
The volume of packages wasn’t surprising for a building this size, but the process for handling them hadn’t kept up. Tracking was inconsistent. There wasn’t always clarity on what had arrived, where it was stored, or whether it had been picked up. The onsite team was doing what they could, but the time it took to manage this part of the operation was becoming a real distraction from higher-priority work.
The Solution
HelloPackage worked directly with the 500 Folsom team from day one, reviewing workflows, identifying pain points, and building a system around how the building actually operated. A former bike room was converted into a 500-square-foot dedicated package room with over 48 shelving zones. HelloPackage Ambassadors handled the room on-site, and regular reconciliation sessions kept packages properly logged and retrieval running smoothly.
What made the difference was the ongoing support. HelloPackage stayed involved after implementation, checking in regularly and adjusting as operations evolved. Dedicated customer success check-ins and weekly on-site Ambassador hours kept things responsive as volume continued to grow.
The Results
Since go-live in September 2020, 500 Folsom has processed well over 230,000 deliveries. The most recent 13 months alone, April 2025 through March 2026, accounted for 43,585 deliveries, averaging nearly 4,000 packages per month. December 2025 set the high-water mark with 5,627 deliveries in a single month.
To put that in context, without HelloPackage, the onsite team would be managing roughly 130+ deliveries every single day, at San Francisco labor costs.
Support ticket volume averaged 38 per month across the tracked period, with 702 confirmed resident sign-ups and just 19 pending. Resident satisfaction averaged 3.22 out of 5.0 across 15 months and nearly 700 responses, a useful signal at this scale for identifying where the experience can be tightened further.
43,585 deliveries in the last 13 months
~4,000 average monthly deliveries
702 confirmed resident sign-ups
3.22 / 5.0 average resident satisfaction rating
In Their Words
“As a property manager, I have had a highly positive experience working with HelloPackage. Our account representative has been incredibly helpful and supportive, constantly working with our team to identify new efficiencies, implement process changes, and enhance the overall resident experience. Their dedication to collaboration and continuous improvement has made them an invaluable partner in our community’s management efforts.”
David Jenkins, Property Manager, 500 Folsom
*Data as of April 2026