Ivy Residences Drives Resident Satisfaction Via Fetch’s Package Solution

With 25 apartment communities operating out of a central leasing office in Chicago’s Hyde Park neighborhood, logistics are key to Ivy Residences’ efficient management of those assets. In addition to unique demands on leasing and maintenance teams, the Hyde Park portfolio more recently has faced challenges with package intake and distribution. 

Up until two years ago, Ivy Residences didn’t offer a package solution for residents of its Hyde Park communities. The company supplied residents with detailed information for off-site package locker locations, educated them on options like holding and insuring packages, and advised on best practices surrounding package delivery. 

Residents Dissatisfied With Package Options

“We gave residents a lot of different resources, but residents weren’t really interested,” said Ivy Residences Marketing Director Faith Barker. “Any time we sent communication out regarding packages, we would always get at least one response, saying, ‘You should be accepting and protecting our packages’. It became very clear that there was a problem, and we weren’t offering what residents wanted.”

Aside from the inconvenience to residents, Chicago experienced an increase in package theft that coincided with the escalation in online consumerism in recent years.

“As a city, Chicago has a lot of issues with package theft. Our buildings were no different,” said Barker. “We looked into package rooms, locker systems and a lot of other things, but they all ended up being really costly for what we were looking for.”

Yet, between mounting resident complaints and changing renter expectations, Ivy Residences knew a package solution was a must.

“We finally realized that, ultimately, this could be hurting our bottom line and people could choose not to renew because they are tired of sending their packages elsewhere or just not getting them for various reasons,” Barker said. “We live in a world now where renters consider not managing their packages unacceptable. It’s an extension of them and their life, and it’s almost offensive that we would not manage packages.”

Fetch Package Solution Deployed at Three Communities

In early 2020, Ivy Residences discovered Fetch and its off-site, third-party package management solution. Through Fetch, residents schedule their deliveries, which are delivered direct-to-door. As a result, the Fetch system doesn’t require involvement from management or leasing teams, nor any onsite space dedicated to storing packages.

“When we came across Fetch, that seemed like a good option because it enabled us to offer a package service to residents, without the investment in storage space or lockers,” Barker said. “It also gives residents additional security for their packages, and some nice perks like the ability to set up Fetch before they move in and coordinate delivery with their move-in date.” 

Ivy Residences chose three of its larger Hyde Park buildings – each with pervasive package issues – for its initial roll-out with Fetch. 

Fetch Drives Resident and Associate Satisfaction

“We started with Fetch right at the start of the pandemic and the surge in online shopping, so we were able to see, side by side, buildings that had Fetch versus buildings that didn’t,” Barker said. “The issue was obviously a lot bigger at the buildings that didn’t have Fetch. And the resident sentiment level was almost night and day. People at buildings that have Fetch are happy, those without Fetch have complaints about their package situation.”

In fact, Ivy Residences polled its residents in September 2020, during the heart of the pandemic, and received a 98% satisfaction rating related to Fetch. By comparison, 64% of residents at properties that don’t have Fetch recently expressed dissatisfaction with their package situation. 

“Ninety-eight percent satisfaction is the kind of number we like to see,” Barker said. “And to reach that number about anything during that point in time, in the middle of COVID, is pretty incredible.”

Ivy Residences associates were equally enthusiastic about Fetch, not only due to the fact that residents finally had a package solution, but that conversations with residents regarding package issues or theft were less frequent and shorter in duration.

“In a non-Fetch building, whenever a package is stolen it turns into a 20-minute conversation with residents,” said Barker, who shared that in buildings not served by Fetch 83% of residents have experienced package theft. “However, if a package is stolen at a Fetch building, we simply ask, ‘Did you use Fetch?’ In those instances, the answer is always, ‘No.’ Then we say, ‘Well, you need to use Fetch,’ and we give them the information to sign up. The amount of time we save, just in shortening that conversation from 20 minutes to three minutes, is huge.”

Barker said one of her other favorite things about Fetch is its scalability. 

“I love that Fetch can keep up with the number of packages, even when it’s holiday season and everyone is ordering way more than normal. No matter how high or low it gets, that’s covered,” she said. “It keeps things more secure for our residents, and packages aren’t just sitting in a room taunting someone to come pick it up.”

Barker said Fetch has even come in handy for non-resident purposes. 

“One of our buildings has an event venue space, and when we were getting that set up it was so nice to have things delivered through Fetch,” Barker said. “I was getting chairs, couches, TVs, desks, credenzas, all kinds of furniture, and it was so nice to not have to piecemeal all of our orders and deliveries. With Fetch, we were able to have it delivered all at once.”

Fetch has become a marketable feature for Ivy Residences, and its properties that feature the Fetch solution now have higher occupancy rates than those without.

“We have people who have chosen to live in our building because we have Fetch. When we show at those buildings, it’s certainly something that we mention,” Barker said. “Fetch is something we really push, and it factors into a lot of decisions. People care less about whether their cabinets are white or espresso, and more about whether their packages are taken care of.”

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