Pacific BMG uses Parcel Tracker across a range of their high-end concierge manned sites to accept deliveries

The Avantra apartment building, managed by Pacific BMG, sits in the heart of New South Wales, Australia. It offers its 1000+ residents an unrivalled living experience and amenities. This is attributable to Juliet’s hard work as a building manager.

Juliet is the key point of contact for anything that keeps the building running smoothly. This can include day-to-day operations, resident satisfaction, and most notably, parcel management. She and her front-of-house team were handling thousands of parcels each month. But with a manual, paper-based system, the process was slow and overwhelming, taking up to 10 hours a day just to log and manage deliveries.

The Problem:

Balancing front-of-house responsibilities with an ever-increasing volume of deliveries, Juliet and her team initially spent up to 10 hours a day just to track, sort, and distribute parcels. With a building of over a thousand residents, each step in the manual workflow amplified the workload. Over time, the accumulation of small inefficiencies severely impacted daily operations and consumed resources that could have been better spent on resident engagement and building improvements.

• Extensive Manual Logging: Each parcel that arrived at reception was recorded by hand in a physical ledger. Recording details, one at a time, quickly ate into staff productivity.

• Inefficient Notifications: Notifying each resident of parcel arrivals required individually crafted emails, up to hundreds per day, depending on the building’s daily parcel volume.

• Delayed Collections: When residents came to pick up a package, the concierge needed to thumb through the paper log to locate delivery references. Residents would then sign off by hand, a process that introduced potential for errors and slow service.

• Limited Visibility for Multiple Deliveries: Tracking multiple packages for the same resident often involved flipping through pages in the log, especially if deliveries came hours apart. This made it difficult to confirm if a resident had uncollected parcels.

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The process highlighted above was extremely time-consuming and, at times, inaccurate. It would also be difficult for Juliet and her concierge team to ascertain how many outstanding packages a resident had.

For example: the resident might have received a batch of parcels in the morning and another in the afternoon. However, in the interim, another 100 parcels might have arrived for other residents. This would make it difficult to track down all the deliveries for a single resident on the paper ledger as they might have been pages apart.

It was an overall slow and inefficient process that consumed a lot of the concierge’s time.

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The Process:

Setting up Parcel Tracker at Avantra was straightforward, quick, and all done remotely from the other side of the world.

• Once Juliet had exported a list of the residents into an Excel document, she was able to upload the data into the Parcel Tracker web platform.

• The Parcel Tracker team helped Juliet customize all the resident notifications with the Avantra logo and messaging to keep all customer communications consistent.
• The Parcel Tracker team conducted a quick one-hour training session for all the concierge staff, after which they were easily able to start logging parcels.

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The Solution:

Parcel Tracker’s core features addressed Avantra’s pain points head-on, transforming parcel management for Juliet and her staff:

• Automated Parcel Logging: Instead of handwriting entries, a simple snap of a parcel label on a mobile device now captures all key information—like recipient details, courier, and arrival time. The automated extraction of tenant data from the parcel label with a snap of the camera drastically cut down on parcel management time by around 80%.

• Instant Resident Notifications: The system automatically emails or texts residents the moment a parcel is logged, allowing them to pick it up promptly. If they don’t collect it within a certain timeframe, reminders are sent.

• Seamless Pick-Up Process: When residents arrive, staff quickly verify packages by scanning a QR code on the notification or by looking up the parcel on Parcel Tracker’s digital dashboard. This reduces queue times and secures an electronic timestamp for when the item is handed off.

• Centralized Record-Keeping: Digital logs ensure every delivery is tracked and searchable in a matter of seconds, making it far less likely for packages to be misplaced or overlooked.

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The Result:

Avantra revolutionized its parcel management process, drastically cutting daily handling times, reducing errors, and elevating the overall resident experience. Freed from hours of manual, repetitive tasks, Juliet and her front-of-house team can now devote more attention to ensuring Avantra remains a top choice for comfortable, convenient, and community-driven living.

Looking to streamline your property’s parcel operations? Sign up for Parcel Tracker today.

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