Hendrix & Oslo's Community Case Study

Hendrix Apartments located in the H Street NE Corridor of Washington, D.C. provides its residents with a top-of-the-line living experience, so when the day-to-day of package management began to threaten the resident experience, they brought in fetch to free up staff’s time and offer direct-to-door package delivery to their residents.

the issues, the benefits

Before introducing fetch, Hendrix residents were frustrated with not only the way packages were being handled by the building’s couriers, but also that package theft was becoming a growing issue for the community, especially around the holidays. While trying to keep up with the daily operational duties, Jennifer Green, Ditto Management senior property manager, tried to implement various package management solutions that did not solve  their package problem. Package lockers were not being utilized and the overflow got to a point where carriers were leaving packages in the lobby or outside the building, whichever proved more convenient at the time. It was about this time that Jennifer found fetch!

When fetch stepped in, everything was taken care of. From implementing a seamless experience for management and residents alike, to ensuring resident satisfaction post implementation and beyond, Jennifer couldn’t have been more pleased with the process. “They did everything for us and it was super easy,” said Jennifer, “the easiest implementation has been fetch!” The previous problems of package theft and unmanned package rooms were eliminated and Jennifer received one of the best benefits of all, some extra time back in her day where she could focus on other aspects of her residents’ and community’s experience.  “It’s a great experience amenity from a property manager stand position. I think it’s great because I’m not looking for packages all the time.”

the wow moment

Elaborating on the service experience of fetch’s offerings, Jennifer described a time when two residents had lost their packages. Before she could even address the problem and respond to the residents, a member of the fetch team had already issued a refund for the missing packages and resolved the problem. “We ended up finding them [the packages], but it was great because again, I didn’t have to deal with the heat. He had already taken care of it.” 

Since finding fetch, Ditto Management has implemented their services at 3 additional communities in the DC area, OSLOatlas, OSLOshaw, and OSLOadmo, solving the package problems and providing consistently smooth onboarding and service experiences each time.