How AXO Student Living Streamlined Parcel Management with Parcel Tracker

AXO Student Living is a growing PBSA provider in the UK with seven properties across London and Coventry. More than just a place to stay, AXO fosters a sense of belonging through thoughtful design and curated resident experiences.

Ethen and Hannelore are two Assistant Regional Operations Managers who oversee daily life at AXO Student. Ethen is in charge of three buildings in London, while Hannelore takes care of things in AXO Paradise, the largest site in the entire portfolio.

Both share the same challenge: handling a large volume of parcel deliveries while maintaining the high standards AXO promises its residents.

Challenges Managing Parcels Before Parcel Tracker

AXO Student had an existing parcel management system that was built into their PMS. However, according to Ethen, every parcel still had to be logged by hand.

• Slow manual process. Every parcel required time-consuming, manual data entry with no automation or scanning, which slowed down daily operations.
• Poor handover process: The lack of automated or visual proof during parcel handover meant residents often had to wait in long queues, while staff spent excessive time manually verifying and locating parcels.
• Lack of visibility. Without photos or a centralized tracking system, staff couldn’t confirm the whereabouts of parcels, especially across multiple sites.
• Heavy Staffing Burden: Up to three staff members were required at a time just to manage parcel collections during peak periods.

The Process

Everything changed when AXO migrated to a new property management system, one that didn't have a parcel tracking module. Ethen, having had prior experience with Parcel Tracker at a different PBSA, took the opportunity to solve the issue once and for all.

• AXO Student worked with the Parcel Tracker team to bulk upload recipient data
• Teams completed onboarding and training sessions remotely
• AXO Student installed Parcel Tracker on dedicated devices per site

Onboarding was easy thanks to support from the Parcel Tracker team. After completing virtual training sessions, YouTube tutorials were available for extra support. Teams downloaded Parcel Tracker onto their personal phones to play around with it as part of the training.

Once everything was set up, it was time to rollout the new system.

{{testimonial}}

The Solution

With Parcel Tracker, all AXO teams can now scan parcels upon arrival. Staff can also log each parcel with a picture to eliminate confusion over ownership. Parcel Tracker instantly captures recipient details and notifies the correct recipient via email. The email contains a unique QR code for secure collections.

When the students are ready to collect their parcels, all they have to do is present their QR code at the reception. Staff scan the QR code, locate the parcel with help from the logged image, and sign out the parcel.

• ~80% Time Saved from Parcel Logging. For Ethen, parcel management dropped from 30 minutes to just 5 minutes per site. At Hannelore’s larger site, the process went from 2–3 hours down to just 30 minutes.
• Improved Visibility and Control: Staff have real-time insight into every parcel on the shelf through the dashboard, eliminating the need to manually verify a parcel’s status.
• Reduced Staff Requirements: Parcel collections no longer require three people at once. Now only one staff member is needed to manage the queue, thanks to scanning and QR code workflows.
• Secure and Fast Collections:  QR code-based collections and parcel photos make handovers quick, secure, and ensure every parcel goes to the correct recipient.

{{testimonial-second}}

Looking Ahead

With Parcel Tracker now embedded into daily operations, AXO Student Living has turned a once time-consuming process into a streamlined, dependable system, freeing up staff to focus on what matters most: delivering an exceptional resident experience.

For both Ethen and Hannelore, Parcel Tracker has enhanced the entire front-of-house operation. As AXO continues to grow, expand its portfolio, and welcome new residents each year, the team now has the tools to scale their service without scaling their workload.