Smart Lockers: The Essential Amenity Driving Property Performance & Resident Satisfaction

In today’s competitive multifamily market, property owners face crucial decisions about which amenities will maximize resident retention, satisfaction, and revenue growth. While location, safety, and security have long been residents’ top priorities, smart package management has emerged as a must-have amenity.

Recent data from the National Business Research Institute (NBRI) reveals that 78% of residents prefer smart lockers as their primary package delivery solution, highlighting a significant shift in resident expectations. Smart parcel lockers and package rooms aren’t just another amenity: they are becoming essential infrastructure for modern properties. Let’s explore how Parcel Pending by Quadient’s intelligent solutions can transform your portfolio’s operations, boost efficiency, and create new revenue streams while meeting the growing demands of today’s residents.

Winther Investment: Lockers as a Better Alternative to Off-Site Delivery

When package deliveries surged during the pandemic, Winther Investment, Inc. faced a critical challenge across its luxury multifamily portfolio. The Houston-based company, which manages 12 upscale communities across Texas, Pennsylvania, Oklahoma, Ohio, Arkansas, and Missouri, initially tried an off-site delivery service to handle the increasing volume. However, this solution led to resident complaints about lost, late, and stolen packages — falling short of the premium service standards for which the company is known.

The company needed a solution matching its reputation for excellence in luxury residential management. By implementing Parcel Pending smart lockers in 11 of its properties, Winther transformed its package management approach. The new system provides residents with secure, convenient package retrieval and frees on-site staff from package-related tasks and complaints. This amenity has become a valuable marketing feature, reinforcing Winther’s commitment to delivering high-end residential experiences across its carefully selected property locations. As Christopher Young, Regional Supervisor for Winther Investments, explains, making the switch, “truly got us out of the package business; we are literally making our residents happier with this amenity.”

To reduce initial costs, Winther Investments opted for Parcel Pending’s subscription-based leasing model rather than purchasing the lockers outright, eliminating the need for upfront capital investment. Our subscription plan allows properties to lease our locker solutions by paying one low, all-inclusive fee for a 60-month term with no up-front cost. This predictable monthly fee covers all expenses related to the lockers, including maintenance, service, and shipping fees. no up-front capital required and no waiting until budget is accumulated to purchase.

Venterra Realty: Burnishing its Tech-Savvy Image While Boosting Occupancy Rates

Venterra Realty, established in 2001 by tech industry veterans John Foresi and Andrew Stewart, has grown from managing four communities in Texas to overseeing 89      apartment communities in 19 major US cities that provide housing to over 45,000 people and 15,000 pets.

Before implementing smart lockers, package management was a significant pain point. Property managers spent hours manually logging and storing deliveries, while residents could only retrieve packages during business hours. Some properties even required a dedicated full-time staff to handle packages.

The company partnered with Parcel Pending by Quadient to develop an integrated solution across their communities. The partnership yielded a customized system that automates delivery notifications through Venterra’s internal messaging system and incorporates storage fees into residents’ monthly utility bills. Each locker system features unique wraps reflecting the local community’s character.

The results have been transformative. Staff now have more time to focus on resident satisfaction and new leasing opportunities, contributing to occupancy rates 1-2% higher than before and the ability to charge higher rents. Strategic Initiatives Manager Joshua Delzell noted that the smart lockers have become a key selling point for prospective residents while enhancing the property’s tech-forward image.

Reduced Package Theft & Staff Hours at Jamboree Management

Jamboree Management, a leading property management firm operating in Southern California and New Mexico for over 35 years, oversees 67 properties with nearly 5,000 residential units serving approximately 12,400 residents. The company faced a critical challenge when package volumes overwhelmed its traditional delivery management system, particularly during COVID-related office closures.

“Our teams were becoming mail clerks rather than leasing consultants!” notes Jeff Harris, Senior Vice President. Staff members were constantly interrupted to handle packages, sometimes spending entire days processing deliveries, signing for oversized items, and even delivering parcels to residents’ units. Additionally, on-site package storage rooms became vulnerable to theft.

Based on Parcel Pending staff’s extensive multifamily industry experience, Jamboree partnered with Parcel Pending by Quadient to implement smart lockers across seven properties. The solution features automated delivery notifications and secure access codes, eliminating staff involvement and reducing labor as much as 24 hours weekly.

The results have been transformative. Package theft has been virtually eliminated, while staff can now focus on core responsibilities without interruption. “It’s made [on-site teams] way less stressed,” says New Mexico Area Manager Susie Mace. The system has become a competitive advantage, offering residents convenient 24/7 package access while allowing leasing teams to conduct distraction-free interactions with prospective residents.

The Flats at MacArthur: Recouping Its Investment Through an Amenity Fee

Serving military personnel, students, and young professionals, The Flats at MacArthur in Lawton, Oklahoma sought to enhance its operations and resident experience. The 288-unit community faced a common challenge: residents racing against time to collect packages before office hours ended. Management installed Parcel Pending PLUS, a smart locker system that transformed their package handling process to solve this issue. The upgrade proved successful, earning praise from staff, residents, and delivery carriers alike. Equally important, the Flats added an amenity charge to each resident’s monthly rent, allowing the company to recoup its investment within two years. Today, residents can retrieve their packages anytime, day or night, through the self-service system.

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Recent market data shows that smart package lockers have become a critical amenity in multifamily properties, with 78% of residents preferring them as their primary delivery solution. Case studies from multiple property management companies demonstrate their value: Winther Investment replaced problematic off-site delivery with smart lockers across 11 properties, Venterra Realty’s implementation across 50 communities led to 1-2% higher occupancy rates, Jamboree Management reduced staff hours by up to 24 per week while eliminating package theft, and The Flats at MacArthur recouped their investment within two years through amenity fees. These successes showcase how smart lockers solve package management challenges and drive operational efficiency, resident satisfaction, and revenue growth.

Ready to deliver more for your residents? Speak to a Parcel Pending representative today!

Sources:

1. Parcel Pending by Quadient. 2024 Resident Preferences Report. www.parcelpending.com. August 2, 2024. https://www.parcelpending.com/en-us/resources/2024-resident-preferences-report/