Gates Hudson Portfolio Case Study
on-site team's time savings result in more support for residents during this unprecedented time
Fetch Lifts Increasing Package Burden from Gates Hudson Teams During COVID-19 Pandemic.
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Challenge: Package Volume Skyrockets; Storage Capabilities Limited
Since the emergence of the Covid-19 health crisis, the number of packages arriving daily at multifamily communities has gone through the roof, almost literally.
At five Virginia-based Gates Hudson communities, the deluge of deliveries escalated rapidly at the start of the pandemic and hasn’t let up.
“In terms of the number of packages that we’re receiving on-site, the volume is only increasing,” said Gates Hudson Regional VP Aaron Almanza. “Managing that package volume, and delivering to our residents in a fast, safe manner is a key focus area. Typically, we’d either hire a new associate just to handle package deliveries or identify an alternative. Fetch was the perfect solution.”
Even properties with package rooms or package locker systems have struggled to keep up with the new volume. Managing those facilities has required significant attention over the past six months, Almanza said.
“There is always some management required when you’re dealing with a package locker, but the volume since Covid-19 hit has been substantial,” Almanza said. “It has affected everyone in the delivery chain. We’ve found that delivery personnel see a full package room and not even attempt to use the lockers. That’s creating stress for our teams and can delay delivery. For us, it’s all about resident service.”
Solution: Fetch Deployed at Five Properties
In January, prior to the pandemic, Gates Hudson implemented Fetch at one of its properties. When the health crisis began to show impact on package volume, Almanza said the community with Fetch was already equipped to handle the increased deliveries.
“The property that already had Fetch was ready for the pandemic – although it was something we never expected to happen, and they have really fared the best in terms of both managing packages and maintaining social distancing with residents since packages are delivered directly,” Almanza said. “They were set up perfectly, so we decided to expand Fetch to another four communities.”
Gates Hudson rolled out Fetch at four additional properties during the pandemic. Almanza said communication with residents was key throughout the implementation, the Fetch team took an active role in introducing the service and supporting residents at every step as they began to sign up and use it.
Among the four communities to implement Fetch during the pandemic, more than 75% of residents have already adopted the new package system.
Results: Time, Space Savings for On-Site Teams
The most immediate impact of the Fetch roll-out was the time savings – saving on-site teams about eight hours a day that used to be consumed with logging and distributing packages. “The properties that have Fetch are using the time saved to further support our residents during this unprecedented time,” Almanza said. “They’re able to be more attentive – whether it’s following up on service requests or writing birthday cards to residents.”
Ancillary benefits of the Fetch roll-out include the ability to repurpose the square footage previously dedicated to package storage. “Space comes at a premium at any multifamily property,” Almanza said.
With package volume only expected to increase as renters increasingly turn to e-commerce, Almanza said he is grateful to have found the seamless solution offered by Fetch.
“Package delivery will continue to escalate,” Almanza said. “Fortunately, Fetch has already proven to be a terrific solution to meet the evolving package needs of our properties and residents.”