An Overview of Greystar's Package Management Solutions

Written by Nathan Brown

Edited by Sarah Claire Eleazer

Innovation July 26, 2023

In today's world of easy online shopping, more and more packages are being delivered to people's homes every day. At Greystar, we understand the frustrations that residents often face when it comes to ensuring their parcels are safe and reach them without any issues once they arrive. According to Forbes, residents receive an average of 1.75 packages per month. From furniture and mattresses to refrigerated items, the variety of deliveries our onsite teams see has expanded exponentially. Our dedication to improving package management will ensure Greystar residents enjoy seamless and stress-free package delivery.

Greystar’s Goal

Our goal is simple: to satisfy our residents by ensuring a high level of access to make package retrieval a simple process. We're also keeping our onsite teams in mind as we work to minimize the effort required on their end. More time spent sorting packages and picking up after couriers means less time operating our properties and ensuring timely responses to residents' needs.

Unfortunately, it's not always easy to achieve this goal. In a recent survey conducted by Greystar's Innovation team, over 450 properties participated, revealing that 46% of them dedicate 1-3 hours per day to package management. According to Greystar's By Design: 2022 Survey Report, package lockers ranked as the #4 amenity priority among residents. Given these stats, it's clear why solving the obstacle of package management is a top priority for Greystar, their residents, and their clients.

Tailoring Our Solutions

It has become clear that no individual package management solution is a one-size-fits-all for all property types. Individual communities must select a solution based on budget, physical space, and the needs of their unique resident demographic.

With this in mind, we will highlight the differences in the technologies that have been integrated across the Greystar portfolio, exploring why one may be chosen over another based on the community's specific needs.

Locker Technology

Package lockers have gained popularity due to their convenient 24/7 access for residents and increased security features. These self-service lockers act as a centralized hub for package deliveries, allowing residents to retrieve their packages at their convenience.

Key Features:

24/7 Accessibility: Package lockers provide residents with the flexibility to retrieve their packages at any time, accommodating busy schedules.
Enhanced Security: Each locker requires a unique access code or key, ensuring that only authorized individuals can retrieve their packages, minimizing the risk of theft or loss.
User-Friendly Experience: Retrieving packages from lockers is often straightforward, with clear instructions and intuitive interfaces.

Considerations:

Limited Size Availability: Some package lockers may have size restrictions, making it challenging to accommodate larger or irregularly shaped packages.
Potential Overcrowding: During peak delivery periods, lockers might fill up quickly, leading to limited availability, which causes potential delays or couriers simply leaving packages outside of the lockers.
Physical Maintenance: Regular upkeep and maintenance of the lockers may be required, ensuring that they remain functional and in good condition.

Smart Package Rooms

Smart package rooms utilize advanced technology to assist and manage couriers delivering packages, residents retrieving packages, and maximize the space of the package room itself. These rooms offer automated tracking, notifications, weighted shelves, or even lasers that identify and signal the location of a package.

Key Features:

Automation: Smart package rooms often feature automated processes, including package scanning, notifications, and digital records, saving both property managers and residents time and effort.
Flexible Storage Capacity: Unlike package lockers, smart package rooms can accommodate a wide range of package sizes, making them suitable for larger or irregularly shaped items.
Improved Security Measures: These rooms are equipped with advanced security systems, such as video surveillance and access controls, minimizing the risk of theft or tampering.

Considerations:

Courier Compliance: Some challenges may arise with courier compliance, as couriers might "dump" all of their deliveries on the floor without proper organization or notification for residents.
Initial Setup and Costs: Implementing a smart package room system may require an upfront investment in technology, infrastructure, and training that could be higher than comparable solutions.
Technical Issues: Like any technology-based solution, there may be occasional technical glitches or system downtimes that can disrupt the package management process temporarily.

Delivery Services

Third-party delivery services have emerged as an alternative solution to traditional package management. These services have packages delivered to an off-site warehouse where residents can then schedule a delivery time to their door that is convenient for them. This effectively makes package management exclusively between the resident and the delivery service and removes the property management team being involved entirely.

Key Features:

No Storage Constraints: With delivery services, there are no limitations on package size, as they can accommodate items of varying dimensions.
Personalized Delivery Preferences: Residents can often customize their delivery options, such as choosing delivery windows or specific drop-off locations.
Handling Returns: Many delivery services offer convenient return processes, simplifying the task of returning unwanted or defective items.

Considerations:

Additional Cost: Delivery services are an added expense fee for residents, like valet trash or pest control, and residents cannot opt-out if their property requires it.
Delayed Delivery: Residents who pay extra for expedited delivery with services such as Amazon Prime may experience added time and coordination to retrieve their package.
Resident Satisfaction: Data shows that delivery services may not always meet resident or onsite team expectations for what is marketed and billed as a "premium" service.

We’re Thinking Outside the Box

Remember, package management is more than just receiving and storing items; it's about creating a seamless and delightful experience for residents. So, we’re thinking outside the box!

At Greystar, we are committed to making the package management process a breeze, working to ensure that every delivery brings just a “parcel” of happiness to residents and allows onsite teams to focus on what they do best—managing properties, not packages.

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