High Volume Meets High Standards at Mallory Square

Overview

Mallory Square, a high-density property in the Metro DC area, has been with HelloPackage since early 2020. As a new development that quickly stabilized, Mallory experienced steady growth in package volume, faster than anyone initially anticipated.

Over time, the property team, in partnership with HelloPackage, has made data-informed decisions to expand hardware, add onsite support, and adjust room operations. Between October 2024 and May 2025, package deliveries averaged more than 3,000 per month. Despite that volume, Mallory Square maintained strong resident satisfaction and quickly responded to any emerging issues.

This case study captures how an evolving system, combined with a collaborative property management team, has helped Mallory Square meet rising demand without sacrificing resident experience.

The Challenge

As Mallory Square transitioned from new development to a fully stabilized property, package traffic steadily increased. By late 2024, the volume had grown to a level that began testing the limits of the original setup.

With higher delivery activity came more opportunities for confusion, delays, and resident frustration. The challenge was clear: how to maintain a smooth, reliable package experience under growing demand without compromising resident trust or staff efficiency.

What We Did

Mallory Square isn’t just a property that uses HelloPackage, it’s a long-term partner that’s evolved with the system over time. From launching in early 2020 with just three smart racks to scaling up hardware, software, and onsite support, the Mallory team has consistently adapted to meet the demands of a growing community.

Together, we’ve worked through every phase, from lease-up to full stabilization, with data as our guide.

Here’s how that evolution unfolded:

• Right-sizing the system with experience
  Initially undersized for the volume of the Metro DC market, Mallory quickly saw the need for expansion. A fourth smart rack was added in 2022, followed by an oversized rack in 2023. These additions helped reduce overflow and resident frustration as volume increased.

• Building in onsite support to match demand
  In late 2022, the team opted into a custom onsite support plan (OSPRMS), beginning with 8 hours/month and later expanding to 3 hours/week plus seasonal support during the holidays. This hands-on help has been key in keeping rooms organized and retrievals smooth during peak times.
• Reviewing and refining the system regularly
  The Mallory team actively reviews usage and support data with HelloPackage. Based on that feedback, they’ve adjusted signage, delivery driver protocols, and resident communication to improve clarity and reduce ticket volume.

This isn’t a reactive story. It’s a collaborative, responsive approach that has helped Mallory Square manage growth intelligently while keeping residents confident in the package experience.

The Impact