About
The Houstonian Estates, located at North Post Oak Lane, Houston, Texas, is a luxury condominium representing a lifestyle of beauty, comfort, and prestige.
The Estates span three separate towers with no more than two residences per floor, totaling 150 residential units and 28 floors. The building’s high-end condos, veteran staff with an average tenure of 15 years, and sterling amenities live up to its mantra: “obsessed with service.”
This level of care assures the residents of stability and trust in the condominium’s ability to meet their lifestyle expectations.
Problem
Life was comfortable at the condominium until its package receiving office was met with more package volume than they could service.
Their previous package management process was manual, outdated, time-consuming, and prone to errors. Mailroom operators used to manually log all the packages on a paper log system and notify the recipients by phone. The number of man-hours needed to deal with the increasing package volume was very high, and the reception staff was overburdened.
Knowing the essence of its mantra was on the line, the high-rise decided to seek a digital mail and package management solution to help expertly manage increasing package volumes above 15,000 annually.
Solution
Before finding PackageX, The Houstonian Estates did not own an inbound package management system and used legacy or pen and paper-based solutions. After implementing PackageX Receive at the high-rise, they saved over 70% of their time, as reported by Mr. Jorge A. Gonzalez, Operations Manager at the condominium, because PackageX is 95% faster than the previous manual system.
That’s not the only problem PackageX Receive dispel. After logging packages, staff would notify residents by placing phone calls, which created an additional pain point for its package delivery service. The automated notifications feature in Receive solved this problem as well. The residents now get automatically notified about their packages via text or email. Mr. Jorge attested, “We tried three other platforms before deciding that PackageX best met our needs. Cost and ease of use were the determining factors. ”
PackageX’s team worked with Jorge to acquaint him and his team with our system, its automated notifications, and complete package histories, helping them understand the actions that have taken place on items.
In the past, we were manually logging all packages on a paper log system and making notifications by phone. Adoption of PackageX has dramatically cut the time and effort needed for us to complete the task at hand. It is a great time- and labor-saving software.
Feedback
After a year of using PackageX, The Houstonian Estate’s receiving office can undoubtedly say they are “obsessed with service.”
Not only has our software freed up the manager’s time to focus on more important initiatives without the package delivery service losing a beat, but he has received nothing but positive comments from residents.
As he puts it, “Members love the pictures of labels because it gives them all of the info they need, and they much prefer the email and text notifications, as opposed to bothersome phone calls during business hours.”
He notably reports a 53% reduction in package pickup time, cutting down the time packages linger in the mailroom. Moreover, faster package pickup has created more space and less liability for lost packages, as same-day pickup has increased by 17%. With all the space reclaimed in its receiving office, the condominium now easily processes over 17,000.
Thank you to our dear client and their team for feedback and help to make PackageX even stronger and smarter.
Outcomes
Problem
- Struggling to process 15,000 deliveries a year.
- The manual logging system was too slow.
- They could not live up to their word - “obsessed with service.”
Soultion
- PackageX Receive frees up a lot of space with faster processing.
- PackageX automatically matches recipients & sends traceable notifications.
- PackageX’s OCR is error-free & delivers packages timely
Outcomes
- Now processes above 17,000 deliveries a year.
- PackageX processes packages quicker, saving 70% of the time.
- Pickup and delivery service improved by 53%.
