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Concierge High Volume Service

for Packages Keys, Site Permits and more

The truth about parcels and deliveries

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Some Questions…

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How many of you are struggling with the volume of packages received?

(either at your building or buildings you manage)

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Do you have a technical solution to handle packages?

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How many have log books on your Front desks?

(For Packages, Keys or Site Visitors?)

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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?

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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

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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

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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

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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

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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

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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

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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

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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!

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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.