View
7
Download
0
Category
Preview:
Citation preview
1
Concierge High Volume Service
for Packages Keys, Site Permits and more
The truth about parcels and deliveries
2
Some Questions…
3
How many of you are struggling with the volume of packages received?
(either at your building or buildings you manage)
4
Do you have a technical solution to handle packages?
5
How many have log books on your Front desks?
(For Packages, Keys or Site Visitors?)
6
Our Objective
• Give residents a truly unified service through their personal portal
• Integrated with your Property Management Accounting Package
• Change and improve the working life of Property Managers, give them the tools they need to manage their workload
• On-site staff & contractors use the same seamless management tool
• Interactive but controlled by you the management team
• The services and standards expected by tenants of any kind
• Replaces or minimises printed materials
• Secure, proven technology platform, fully cloud-based
MA Staff
Onsite Team
Developer
Other Services
Residents
7
The Dwellant Suite….
Concierge HV – High Volume Resident Keys & Package Management
csite Site Inspection – Qualitative & Quantitative onsite inspection tool
Bespoke sites for new Developments, fully tailored electronic homeowners guide & community
Private Rented Sector totally online –managed from search, to move-in
Core Dwellant – Communication and Management improving the working lives of property managers
8
The growth of Online Shopping
• Internet vs Retails sales now peaking over 21.5%
• Significant increases in all retail areas (except food)
• Online food deliveries only increased by 2% in ‘18.
• UK second highest for online deliveries –reaches 1 per week
Parcels per person per year – International comparison
Country 2017 2018UK 48 52Germany 41 45USA 37 40Japan 76 81China 29 33
9
Typical annual pattern
• Typical large Concierge HV scheme.
• Dec 17 6,800 deliveries
• Dec 18 7,200 deliveries
• November in many schemes now higher than December
10
Planning Your Resources
• Charts show delivery and collection peaks • Days of Month
• Hours of Day
• Significant trends:• Growth of weekend
deliveries
• Residents collecting at all hours
11
Package Delivery 12
Groceries 7
Package Collections 4
Large Item Deliveries 6
Total 29
Logistics – How many vans?
• This shows our typical estimates for a larger scheme
• Speak to us about a calculation for your scheme
• This excludes takeaway deliveries
12
Storage & Package sizes are dropping • Chart shows held packages
in 1,100 unit development.
• In the last 5 years we have seen package sizes dropping
• Why?• People don’t wait to find
several things – they buy one at a time
• Amazon Prime means it doesn’t matter
• General acceptance of postage as part of the deal
13
What problems does this lead to?• Much Higher Volumes – much more work to handle store, release
• Higher Peaks - during peak delivery and collection periods.
• Residents want an efficient service. Often increasingly grumpy about queueing for packages.
• Package storage space at a premium, and a need to move parcels along faster to maintain the same space. Saves 30% space
• Key management is becoming ever more complex with owners, tenants, sub tenants and short term guests, tradesmen.
• Lost packages and keys are a nightmare, they’re expensive and they cause issues with trust, and reflect badly on the building management
14
What matters to residents?
• Package management is seen as the most significant benefit of living in a concierge building.
• After move in (when the service is well delivered) we are seeing even higher engagement
• Many companies are stopping staff sending to the office
15
Organising your Front Desk
• Have the storage close at hand
• Consider large items in parking/loading bay
• Organise the storage into 3 zones and ideally by block• Small and light
• Medium
• Large/Heavy
• Try to have 2 portion of front desk • 1 for residents
• 1 for couriers
• Touch screen PCs make it much easier for staff to log and store packages
16
What are the technical options?
• Mobile tool – Tablet or Phone based ?
• PC Based – App or Web Browser based ?
• Lockers – How well do they work?
Who Pays?
• Can you justify the expense, what is the payback?
• Will residents pay for the service?
• How much time will staff spend? How many lost packages?
17
Concierge HV Innovations
• Deliver to Apartment – Sign on a tablet
• Courier Auto-dialer
• Full Android version
• Tenant Register App – for speedy sign up
• Visitor Logging
• Site Permits for Contractors
Page ▪ 17
18
What do you need to automate package handling?
• Has to be fast receiving process
• Has to capture to consignment number/shipping company
• Needs to use a “unique ID” for each package
• Needs to verify which staff are doing which actions – Tracked
• Positive proof when packages are collected
• Must work for “off-liners” - a distinct separate process
• Multi-package delivery and collection must be fast
• Packages need to be easily identified in storage
• Cater for special needs e.g. delivery to apartment
• Has to be paperless
19
Technical Architecture
• Make sure the solution is multi station (PC and Tablet)
• Ensure the data is fully backed up/offsite
• Ensure data and platform is secure
• Ensure data housed within EU
• No single point of failure / reliable equipment
• UK support hours & 7 day support
20
Future Goal
Courier Straight to Front Door Remainder left with conciergeSmall packages go straight to lockers
• Make delivery to front the default
• Then small items to lockers
• Last 30% to front desk
21
Strategic Partnership with
• Integrated App with Urmet Max
• Sign in with key fob
• Native App, layout/services designed for “entrance hall”
• Unified approach Web and Max
• Door Lock Control betweenDwellant iPervoice and PAC door controls• Facility calendar controls • Bookable facilities • Doors enables and disabled • For each booking • Integration for Concierge Access
• Identify Resident – show profile on screen
22
Packages in Summary…
• 4 Clicks of the barcode reader to “Take Delivery”(Concierge Badge, Package Type, Storage Location, Consignment Code)
• 4 key strokes to select the resident Easy fast to select or enter recipient
• Job done!
• SMS message and email sent. If the recipient is offline, a label is printed
▪ Resident present the collection code (6 digit unique package password)
▪ Concierge collects the package from storage & scans it out
▪ Resident signs for the package/s they are collecting
▪ Signature window shows concierge: reference signature vs new signature
▪ Everything logged, including signature (all encrypted)
Delivery
Collection
23
Concierge HV Key Management
• Easy to add and edit keys, with unique branded key tags
• Colour coded for each block (or to suite requirements)
• Key policy automatically builds up (see below in blue)
• Return dates tracked and borrowers chased if keys are late
• Signatures captured
• Fast and simple, complete control
24
Concierge HV – in a nutshell• Super-fast package delivery management
• Simple, slick and fast customer collection experience
• Works with SMS, email and for offline residents
• Pick up facility when residents leave packages with you to be collected
• Key management through unique branded tags - borrow and return
• System chases late collections and unreturned keys
• Nice & simple “who did what, where and when” type reports
• Audit function that helps to check where everything is
• Can be Directly linked to Building Portal, and in turn to accounting data*
• Concierges Love it, Residents Love it, Building Managers Love it!
25
Training and Implementation
• Dwellant provide full training for staff often training either early in the morning or late at night to cover shift changes.
• Training is conducted 1-2 people at a time so each person gets hands on time. Everyone gets it, old and young.
• During the first week we would leave the equipment in training/practice mode. Staff can use it but not worry about it be live.
• We can put you live when ready. We recommend starting with one block, and as soon as comfortable going fully live with packages.
• The Keys project can then start soon after. This does take time to load, but we have tools and processes that help.
• Training for new staff uses video training.
Recommended