The Louisa case study

The Louisa Apartments, a 242-unit Greystar community isn’t only the first high-rise that was built in The Pearl District of Portland, it’s also a pioneer of premium direct-to-door package delivery through Fetch. Equipped with package lockers and a concierge team, The Louisa thought that they had found the right solution to their package problem, but as online orders continued to increase, they found it harder and harder to manage resident packages with lockers.

The issues, the benefits

Prior to Fetch, resident packages were delivered to the community’s package lockers which as described by Grace, the Community Manager, turned out to be an unsustainable solution. “Basically by 10-11 am in the morning the lockers would be full and all of the remaining packages would have to be managed by our concierge team.” The concierge team was spending approximately 40%-50% of their time dealing with packages. Grace explained that she wanted the concierge team to focus on things outside of package delivery, and Fetch help to accomplish that. “We’ve absolutely seen time savings.” Grace adds “Our concierge team has picked up a number of responsibilities that they didn’t have time for before.”

getting residents onboard 

Louisa had a unique rollout because Fetch was introduced right around Black Friday which was difficult because during this time residents received a ton of packages, explained Grace. “I was just really impressed by how hard you guys worked to make sure that our rollout was a positive experience for us.” Residents also tell us that when they’ve reached out to Fetch, they’ve had positive experiences. That’s always positive when we’re selling our residents on something new, Grace shared. “Fetch really worked with us and was really flexible on what we needed to do to make sure that we were able to get to 100% of people signed up and to have happy residents. They did a really good job.” Community Manager, Grace

A change in package delivery pace

“On occasion, we also had concerns about the number of people that had access to the community. That was one of the things that really sold me personally on Fetch” shared Grace. It’s tough to have Amazon, FedEx, UPS, On-Trac, all send someone different every day into the community. If anything goes wrong or if a package goes missing – it’s hard to actually get any help from those other carriers. The idea that we would have 3 or 4 dedicated drivers that became familiar to our team and our residents was appealing. Grace shared that residents are comfortable with their 3-4 regular Fetch couriers, and so is the team. She went on to tell a story about a time she observed a Fetch courier practicing social distancing while delivering at the community, “He was patient and he waited, and I just think that that is what makes our residents and staff feel so good. That you guys are being so mindful about the needs of our community and being careful and not just interested in how fast you can get in and out.”