Overview
Perennial Properties, a distinguished property management company, sought a reliable solution to handle increasing package deliveries across its communities. With six properties—775 North First (227 units), The Brady (230 units), Arya Peachtree (282 units), N. Highland (239 units), Ella (236 units), and Highland Walk (350 units)—utilizing our package rooms, they aimed to enhance resident satisfaction and reduce the burden on onsite teams.
Challenges
Before HelloPackage, these communities relied on off-site solutions, which led to a host of issues:
- Packages were delayed or never arrived at residents’ doors.
- Offsite storage meant residents had to coordinate inconvenient pickups.
- Some packages were stolen after being left unattended.
- Staff were overwhelmed with complaints and follow-up.
- Residents were frustrated and dissatisfied with the overall experience.
Solution
By implementing our package room system, Perennial Properties transformed the delivery experience for both residents and staff. Our technology-enabled rooms provided:
- Automated package management – eliminating the need for staff to handle deliveries manually.
- 24/7 resident access – allowing residents to retrieve packages on their schedule.
- Seamless carrier integrations – ensuring smooth deliveries without staff intervention.
Results
Analyzing data from these six properties, the impact was clear:
- Significant package volume handled – Monthly averages ranged from over 1,100 to more than 3,100 packages per property.
- Improved resident satisfaction – Scores remained consistently strong, with some properties rating as high as 4.7 out of 5.
- Reduced staff workload – Onsite teams reported a decrease in time spent managing deliveries, allowing them to focus on resident engagement and property operations.
Data Insight
Despite varying levels of package volume—from just over 1,100 to more than 3,100 packages per month—properties consistently maintained strong satisfaction scores. The data reinforces that even high-volume buildings like Highland Walk (3188 packages/month) and Arya Peachtree (2548 packages/month) can achieve high resident satisfaction when supported by HelloPackage’s blend of technology and human touch.
Feedback
Iteya Dunham of The Brady (230 units):
“HelloPackage is consistent! Their customer service is the best I’ve had with any package solution, unlike (Fetch) an offsite solution didn’t have customer service outreach, where you couldn’t reach anybody (ever), and they were rude when you did reach someone. But HelloPackage … whenever you need them, they’re in the package room, even for the carriers which is great because for some of them, it might be their first time in the room – as soon as they go in there the (telepresence) will pop up and ask if they need help – and they’re super nice (love them)! Anytime I put a ticket in, I get a response immediately … I could go on and on, I just love HelloPackage. It’s the best package system we’ve had. You get a one-time code, you go in and it tells you what zone it’s in, there’s cameras everywhere. Another thing HelloPackage offers is the room reconciliation staff (taskers). Even though they’re two different people, both of them are great and they’re on the same page about everything. When resident’s aren’t picking up their packages, they’re letting them know, they’re organizing the package room so nice – so when things are thrown everywhere from Amazon and everyone else, they come in there, they clean it all nice … if there’s a resident that has like 10 packages, they’ll consolidate into one (zone) so the resident doesn’t have to look everywhere, and everything is all together. I haven’t heard any negative feedback at all from residents, but when we had (Fetch) residents were out here everyday. And we have the service side that come out too, and they service if there’s things going on in the room (I don’t notice anything, but I guess they do) and they come in and fix things immediately, and they’re kind too. It’s just all about the vibe you get from HelloPackage associates and staff, everyone is just great!”Tim Cambre of Arya Peachtree (282 units):
“I’ve been with the company now 7 years going on 8, and I’ve seen all the different package solutions, from nothing to this (HelloPackage) and every kind of step in between, be it door deliveries, or the basic iPad kinda thing … had a different kiosk system (Package Concierge and LuxerOne) and their system was pretty good but still a dumb system where you have to still put in everything. It worked because I made the team do it. Those are good if you constantly manage it, which I needed to get away from, I need to be leasing apartments – I don’t need to be managing packages and that’s why I was drawn to the HelloPackage system. And having that human element (an actual person come through, check and organize to make sure everything’s scanned in) was kind of the missing piece on top all the technology part of it. HelloPackage is the perfect blend of the technology and the human element (having that tasker person – you still have to physically do stuff in here) that combination has worked. It’s the first system that I have not had to manage the packages with. The best part about it is when someone can’t find their packages – there’s built-in technology (when so you can figure it out) so you can look at the video. The audio and visual prompts (the lights, tv and stuff) are very effective, the blend of all of that works and frees up (the staff) to do other stuff!”
Conclusion
By leveraging our package rooms, Perennial Properties enhanced the resident experience while streamlining property management operations. This successful partnership highlights the value of modern, automated solutions in meeting the evolving needs of multifamily communities.