Delivering Customer Service Through Modern Package Management

There are a number of differentiators in multifamily that owners and property managers lean on to promote their properties. Location, amenities, technology, services and square footage all come at a premium. But with all else being equal, the tipping point is customer service.

Residents have spent more time at home during the pandemic than ever before, which puts a microscope on the service levels provided by on-site teams. It has been a challenging tightrope to walk, considering that recommendations from the Center for Disease Control (CDC) and local health departments have dictated restricted access to the very amenities and neighborhood hot spots that may have sold residents on the property in the first place. Renters have started asking how communities can continue to charge the same rates when residents don’t have the same access to amenities and property features.

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Multifamily operators with both market rate and student housing communities in their portfolios estimate their student housing properties receive between 30% and 50% more packages. Package management responsibilities consume an inordinate amount of time for onsite teams.
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The seasonal package surge isn't limited to pre-holiday shopping. In the past two years, Fetch communities have continued to see a higher-than-average number of packages in the first quarter as residents take advantage of their gift cards and returns/exchanges. While multifamily properties likely don't have enough time or space to install physical package solutions to accommodate the seasonal delivery increase, they do have time to implement Fetch. Fetch receives and stores residents' packages offsite and coordinates with residents to schedule direct-to-door delivery, even on the same day.
The seasonal package surge isn't limited to pre-holiday shopping. In the past two years, Fetch communities have continued to see a higher-than-average number of packages in the first quarter as residents take advantage of their gift cards and returns/exchanges. While multifamily properties likely don't have enough time or space to install physical package solutions to accommodate the seasonal delivery increase, they do have time to implement Fetch. Fetch receives and stores residents' packages offsite and coordinates with residents to schedule direct-to-door delivery, even on the same day.
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