The age of one-click purchases and same-day deliveries has created a new kind of monster — a significant increase in package deliveries to multifamily properties. The allure of free and immediate shipping, however, is reaching a tipping point for retailers and multifamily communities. This method is less profitable and not sustainable, and it's also making life difficult for onsite teams.

Online retailers, realizing the inefficiencies in the current system, are beginning to push consumers in a different direction. For example, Amazon has started encouraging customers to opt for free bulk shipping that takes multiple purchases and condenses them into one shipment to reduce packaging and the number of deliveries. However, even if residents were to combine shipments, this doesn't mean these challenges will dissipate for onsite teams. A resident waiting on multiple items may place a greater emphasis on having easier access to that package. Until consumer habits shift, property managers will continue to struggle with high volume. Multifamily communities need a better way to get deliveries to residents.

The Convenience Conundrum

People have begun to value their time more than ever, preferring to spend more time enjoying life and less of it running errands. Online shopping has made this desire more attainable than ever, but it comes with a hidden price tag. The operational burden of package management, already visible to leasing teams, are starting to become more visible to residents.

Property managers face a mounting list of challenges when it comes to package management, which can snowball into more challenges down the road. These aren't just logistical nightmares, they also impact the essence of community living:

• Frequent Deliveries - The volume of packages and multiple deliveries has required teams to dedicate manpower to package management, taking leasing staff away from core tasks, such as tours and lead follow-up.
• Space Constraints - Package rooms have not been designed to handle the upswing in volume, and package size (think next-day delivery on couches), creating situations where rooms are unmanageable or requiring less secure space to be utilized for overflow.
• Resident Satisfaction - Both of the above challenges means customer satisfaction may take a hit, either from the time it takes to locate a package or the lack of more personnel to address other needs. In addition, residents may not always be able to visit the office during regular hours, making it more difficult to obtain their packages.
• Reputation Management - Frustration by residents from package management challenges can result in negative reviews that make it more difficult to obtain qualified leads and fill vacant units.

The Shifting Landscape of Package Management

A well-managed package management system has evolved into a necessity for communities. Residents expect convenience to be a part of their daily living experience, and this has a direct effect on resident satisfaction and retention rates.

While retailers make the push for bulk delivery days and institute order minimums, multifamily operators have an avenue to take packaging management off their plate and allow their leasing and management teams to focus on community growth and relationship-building. Third-party package delivery solutions that include off-site storage and self-scheduled delivery, meet the needs of both residents and onsite teams:

• Security - Poor package management in leasing offices is an invitation for theft. A third-party solution means that packages remain secure until the moment they are delivered to residents.
• Convenience - Residents can schedule a delivery window that aligns better with their lifestyle. They also have the option to have a package left at their door with photo confirmation of delivery.
• Scalability - The holidays always see an uptick in the already high volume of deliveries. In student housing, the beginning of each semester also leads to more deliveries. Third-party delivery companies are able to scale their business to easily accommodate these seasonal shifts.
• Time and Reputation Savings - Owners and operators no longer need to dedicate associates' time to deal with packages. The stress of tracking down packages and dealing with replacement orders is removed from both residents and property managers, leading to greater associate and resident satisfaction.

As retailers, owners, operators, property managers and consumers navigate this new norm, there are still a few bugs to be worked out in the process. Reliable package management is a must for communities but the costs for adjustments to meet these challenges can have significant impacts on profitability. A third-party package delivery solution already has the knowledge and tools needed to make deliveries more efficient and successful.