Overview
The Cleo Apartments, managed by Willow Bridge Property Company, is a high-volume delivery property that has long struggled with unreliable package management. Before switching to HelloPackage, the team tried multiple solutions, including an off-site service, but still faced issues with accountability, resident frustration, and lack of visibility.
The Challenge
In 2024, The Cleo was handling a rapidly increasing volume of deliveries, growing month over month with no signs of slowing down. Their off-site package solution couldn’t keep up. Residents were frustrated by inconsistent delivery experiences, and staff had no clear visibility or control. Despite trying multiple systems, nothing provided the reliability or real-time accountability they needed.
The Turning Point
After exhausting other options, including a transition away from their current off-site package management service provider, The Cleo partnered with HelloPackage to take back control of their package management.
HelloPackage Solution
- Delivery Driver Management (DDM): Proactive training and monitoring led to a significant reduction in unscanned “dumps.”
- Onsite Support: Dedicated on-site presence (3 hours/week) ensured smoother operations.
- Resident-Facing Tools: Residents could get help through phone, chatbot, or support tickets, making the system feel accessible and responsive.
- Clear Policies: With a 5-day Return to Sender policy and consistent oversight, residents and staff had a predictable and transparent system.
- Integrated Tech: HelloPackage integrated with Yardi Voyager, The Cleo’s property management software, ensuring seamless back-end alignment.
Results
- 391 residents were fully confirmed in the system
- Monthly resident satisfaction responses averaged 27, indicating active engagement and feedback
- Carriers were observed consistently scanning packages correctly after training sessions
Why It Worked
Unlike other solutions The Cleo had tried, HelloPackage offered both the technology and the service to keep things running smoothly. This included in-room service, DDM oversight, and real-time support, all without burdening onsite teams.
Conclusion
The Cleo’s switch to HelloPackage marked a clear upgrade in reliability, accountability, and resident satisfaction. After trying everything else, they found a system that finally delivered.
“Our transition from an off-site package service to HelloPackage has been incredibly smooth. The convenience of having an on-site package management system has made a world of difference for both our staff and residents. The technology is user-friendly, and deliveries are handled efficiently, which has significantly reduced the time spent managing packages. We appreciate how seamlessly HelloPackage integrated into our operations and would highly recommend them to any community looking to improve their package management process.”
— Grant Maloney, Property Manager at The Cleo