Let’s take a look at the most commonly reported issues related to package management solutions and package management vendors, and a few things you should be considering when selecting a package solution partner.
THE ISSUE: While this is not faulty equipment or crappy customer service, we hear this complaint frequently. It can prevent a property from even considering package lockers.
THE SOLUTION: We see package management as a 3-legged stool. Delivery drivers are part of the solution. Ensure your solution is taking steps to make it easy for carriers to deliver to their system AND that they have tools and support for your property teams when drivers aren’t using the system properly.
THE ISSUE: You purchased your shiny new package lockers or package room solution and 9 months in it locks up. The residents aren’t getting their codes, locker doors aren’t opening or the touchpad comes up to a weird screen and you’re stuck. Packages are piling up and customer service is MIA.
THE SOLUTION: Before you even purchase your system consider performance and service expectations. Ask around and be sure to ask a property that has had the solution in place for over a year. Also consider: Purchase if you can from a Value Added Reseller like LockerMD who provides an added layer of service and support to your onsite teams!
THE ISSUE: You sign on the dotted line and are looking forward to improving your resident experience and relieving some of the stress off your property team. But, you have no idea when your system will be installed or it just shows up one day and you don’t have the right wiring in place. Or the Maytag man shows up to install and he’s on the phone for hours and has to come back to finish the job…a week later. So, no system for you yet, empty promises to your resident and your team.
THE SOLUTION: Ensure you have a timeline, a contact person, technical specifications and support from your vendor. Ideally, your system is being installed by a W2 employee who does this all day long versus a contracted technician who usually installs washers and dryers. Also consider: Purchase if you can from a Value Added Reseller like LockerMD who provides a highly skilled technical team, at your service!
THE ISSUE: Your residents are constantly coming to you to ask about their missing package or not getting notifications. So, while their packages are secured, it’s not really self-service for your residents. Your team ends up STILL having to search for packages and hand-hold residents.
THE SOLUTION: With so many solutions on the market there’s no reason to put up with a poor resident experience. Ensure the solution you purchase includes 24/7 resident support via several channels (phone, chat, email). Know what the backend looks like, does your team have visibility to individual package details (delivery time, resident address, pick up time) so if you need to assist it’s easy to do so? Bonus if your solution has video cameras managed BY THE VENDOR to aid in resident support!
The bottom line:
Let’s face it, no one enjoys being interrupted by complaints, dealing with faulty equipment or having to jump through hoops to get what you purchased installed and working - leaving your team with less time to connect with residents and attend to the business of running a community residents love. The right solution AND the right vendor/partner eliminates the common frustrations that can happen with the wrong partner and the wrong solution. Happier teams = happier residents. Happier residents = happier teams.
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