Princeton at College Park increased space and freed up onsite staff’s time by deploying Fetch to take over their package management. See how this offsite solution improved their resident satisfaction and experience!
Princeton at College Park increased space and freed up onsite staff’s time by deploying Fetch to take over their package management. See how this offsite solution improved their resident satisfaction and experience!
BET Investments, which owns and manages The Princeton at College Park in Orlando, Florida, has a reputation for excellence and the financial ability to make quick decisions in an ever-expanding geographic area. They own, manage, develop, and lease mid-rise office buildings, office parks, retail complexes, apartment buildings, and flex office/industrial space throughout the United States. Over time, the company’s portfolio has grown to more than 5 million square feet of commercial space and includes 4,000 apartments.
The Princeton at College Park is one of three multifamily communities that BET owns in Florida. Considered “urban-chic,” it’s an upscale apartment community just steps away from everything that vibrant College Park offers — bars, coffee shops, restaurants, shopping, and more.
The Princeton at College Park offers residents convenience and luxury. However, when Jaymz Couch, the community’s property manager, began seeing an unsettling — and unacceptable — trend related to managing residents’ package deliveries, he knew it was time to kick the status quo.
Package management in multifamily is an ever-evolving beast, and rapidly growing e-commerce has quickly outpaced traditional solutions for managing package storage and delivery for residents. At The Princeton, Jaymz was feeling this exact pinch. They had a locker system in place, but given the size of their community, the space they had simply wasn’t adequate. And as a result, it increasingly became a burden for staff.
The issues faced at The Princeton at College Park were threefold:
Jaymz also adds “We’re a secure building, so if carriers can’t reach residents, they have to try to make a delivery on a different day because our onsite teams will not provide access. Between staff having to deal with all the carriers and having to go open lockers to check access and space, it was taking up a lot of time.”
Realizing things needed to change, Jaymz searched for a solution and found Fetch.
For the onsite team, implementing the Fetch solution was simple and smooth. A member of the Fetch team helped with the transition and was available to help explain the process to residents.
But the best part: As soon as the solution went live, package lockers became a thing of the past, and the Princeton staff was 100% hands-off.
As with any new system, there were some initial hesitancies. For The Princeton at College Park staff (and residents), providing community access to drivers with key fobs was an area of uncertainty. However, management quickly overcame that challenge by switching the community to an intercom system that provided code access instead.
The learning curve for residents was short, but it still was something new they had to get used to using. And that’s where having Fetch’s “live” support proved beneficial. “During the transition and also today, having text and email support really has helped residents,” said Jaymz. “And once residents get used to the system, they’re onboard.”
Pro Tip: Some people have moved from Fetch communities and are familiar with the solution, but that’s not the case for everyone. Jaymz recommends that you train your leasing teams to mention Fetch during the application and leasing process, reminding new residents to set up their Fetch account just like they would a utility.
As The Princeton team transitioned to Fetch, another benefit they realized was auto-direction, which automatically redirected packages from the community’s address to the Fetch warehouse. Jaymz notes, “That was huge because we were no longer dealing with the carriers; we simply told them we were a Fetch community, and they removed us from their delivery route.”
With Fetch in place, The Princeton team enjoyed the freedom of being completely hands-off, and residents enjoyed an elevated living experience from the added amenity. More importantly, tangible results followed.
The Princeton at College Park community has experienced significant benefits since transitioning to Fetch.
Scalability: Fetch has been seamlessly integrated into their growing community. It has streamlined operations and provided residents a convenient way to manage their packages. Furthermore, the Fetch team is accessible so that the community — both residents and staff — can reach out directly for assistance, ensuring prompt and efficient problem-solving.
Time Savings: The community has witnessed a remarkable reduction in the time spent managing packages. For example, when The Princeton relied on package lockers, it was not uncommon for an onsite team member to spend roughly two hours managing packages (e.g., going back and forth with residents and carriers, dealing with codes that weren’t working, and handling upset residents upset who were unable to get their packages). Addressing package-related issues consumed a significant amount of time. With Fetch, team members are now free to focus on other essential, value-added duties; it has improved efficiency and enhanced resident satisfaction.
Resident Engagement: By introducing Fetch at the beginning of the leasing process, the community has set clear expectations and fostered a more open-minded approach to package management. This has led to increased resident satisfaction and a more positive overall experience.
Looking ahead, the Princeton at College Park community anticipates Fetch continuing to play a crucial role. Given the size of the community, Fetch is a valuable asset in alleviating the stress on the onsite team and ensuring a smooth package management experience for residents.
The Princeton at College Park’s experience with Fetch highlights the transformative impact a well-implemented package management solution can have on a multifamily community. By addressing the challenges associated with traditional package storage methods, Fetch has streamlined operations, enhanced resident satisfaction, and saved valuable time for the community’s staff. As the community grows, Fetch’s scalability and efficiency will ensure its ongoing success in providing residents with a convenient and hassle-free package management experience.
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