Fetch Enables Crown Residential Associates to Deliver Superior Customer Service
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The Challenge
During Covid, when residents were mostly home and ordering everything online, Crown teams noticed that package delivery companies struggled to keep pace with the spike in e-commerce. Packages were left strewn across storage facilities and common areas, and the clutter and chaos made it difficult not only for residents to get their packages, but also for Crown’s onsite teams to manage those packages.
Crown recognized that while package lockers were once a sound package management solution, they quickly became ineffective and unsustainable as package volume increased beyond capacity. The issues created by unpredictable delivery practices and overflowing package lockers caused strain in the resident/management team dynamic.
Package management had always been a pressure point at Crown communities, particularly around the holidays, when hundreds of packages arrive daily. When something went missing or was dropped off in a random location, onsite teams couldn’t always find it right away, which created some tension. Onsite teams didn’t have much control over the process. A lot of the responsibility fell on the carrier, but the blame almost always fell on the onsite team if there was an issue.
“Fetch is a key part of that white glove service that we like to deliver. When residents have full control over their packages, it allows us to spend more time on customer service, and provide better events and a higher quality of living.”
Andrew Rahman
Crown Residential
The Solution
Crown wanted to relieve the package management pressure on its on-site associates, and began seeking a long-term package solution that could put residents in control of their package deliveries.
With the evolution of property technology, Crown explored numerous products and package solutions. But, with the challenges it was facing, none of the other available options seemed to solve as many issues as Fetch. For Crown, Fetch was the perfect solution because its teams didn’t have to worry about package lockers that had insufficient space, or that were breaking and resulting in packages left out and being stolen or lost.
Crown recognized that Fetch also presented an opportunity to modernize its operations, implement technology that works in residents’ favor and gives them the resources to be self-sufficient. Crown wanted to provide a better resident experience by allowing its teams to be more efficient and have the time to provide better customer service. And Fetch empowered Crown to accomplish both.
Fetch provided Crown with excellent support during product deployment, and gave teams the materials needed to educate residents on the new package process. Crown has implemented Fetch at roughly one-third of its communities to date and the company plans to install the solution at its future lease-ups and developments.
The Result
Crown’s onsite teams have reported only positive feedback about Fetch, and residents quickly recognized the benefits of the service. Fetch is now a service that is routinely discussed during organic conversations with prospects, and residents haven’t balked at the Fetch fee being rolled into the overall amenities package. Because residents today are used to some type of amenity fee, they see the value in services like Fetch and appreciate the convenience it brings to their lives.
Fetch has streamlined the workflow for Crown’s onsite teams, as well.
“If you don’t have a service like Fetch, your teams spend so much time tracking down packages. It has saved hundreds if not thousands of hours for our teams,” said Andrew Rahman, Director of Marketing at Crown Residential. “Fetch is a key part of that white glove service that we like to deliver. When residents have full control over their packages, it allows us to spend more time on customer service, and provide better events and a higher quality of living. Fetch allows residents to manage the process and when their package is going to be delivered. Now, there is no one saying, ‘Crown lost my package.’ They can schedule when it arrives and they can see when it arrives,” Rahman said. “It mitigates risk on our end and creates better relationships with our teams.”
In addition to the time savings and resident benefits, Fetch enabled Crown to repurpose some of the physical spaces previously occupied by lockers or package rooms. Crown properties that phased out onsite package facilities as a result of Fetch have converted that square footage into coworking spaces or lounge areas, further enhancing the resident experience.
Both directly and indirectly, Fetch has impacted the quality of life in Crown communities on a number of fronts. Crown now has thousands of residents who truly appreciate having Fetch, so it knows that package management was a much-needed service and a missing piece to the rental experience.
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