Grand Concierge's Smart Mailroom Management Solution

For the GCS - Grand Concierge Service & Empfangsdienste GmbH, an Austrian concierge company, a property is more than brick and steel. It’s a living, breathing community that needs nurture. From high-end residences to professional office buildings, their goal is to treat every property with purpose and care.

Managing properties means endless moving parts, like cleaning teams, building security, tenant satisfaction, and much more. As part of a full-service provider,  GCS needed every system to work smoothly.

Martin Frischmann, General Manager at GCS, oversees services across residential and commercial properties in Vienna. At Triiiple Tower, he works closely with Lora, the on-site concierge. Together, they bring GCS’s philosophy to life, making every interaction feel thoughtful, seamless, and personal.

Then came the deliveries. Parcel management, though a minor detail in the grand scheme of things, kept getting in the way.

Challenges Managing Parcels Before Parcel Tracker

Martin and Lora could receive up to 2,200 parcels in a single month. Before Parcel Tracker, the team relied on Excel spreadsheets, which turned into stacks upon stacks of paperwork. Each day, Lora and her team would print fresh tracking sheets and log parcels by hand.

They collected physical signatures from every recipient, creating long paper trails that increasingly became more difficult to keep track of.

Notifications were another challenge. Tenants weren’t always informed when their parcels arrived. As a result, parcels would stack up at the reception, forcing staff to chase down recipients.

Things got even more complicated if a parcel went missing, or even when it took too long to find. Though Lora had the item’s tracking number, it was difficult to determine where it was in the building. Verifying whether a parcel had been received, collected, or lost in the shuffle became a guessing game.

The Process of Setting Up Parcel Tracker

The light at the end of the tunnel came when a customer recommended Parcel Tracker. Martin needed a solution that could digitize the process without adding complexity. No specialized hardware. No complicated infrastructure. No waiting on IT. Parcel Tracker ticked every box.

• The team bulk uploaded a CSV file of all the recipients per building
• The team attended online training sessions with Parcel Tracker and watched guided tutorials on Parcel Tracker’s YouTube library
• The team downloaded Parcel Tracker on their existing phones and synced it across multiple devices

Onboarding was a breeze, even for new staff. Thanks to Parcel Tracker’s user-friendly interface and YouTube tutorials, Martin could get them up to speed within minutes.

The fact that Parcel Tracker could be downloaded directly on a mobile phone was a huge win. It gave Martin all the benefits of a modern system without the need for expensive hardware. This meant that GCS could save on costs without compromising on functionality.

{{testimonial}}

Key Results

With Parcel Tracker, Martin and Lora’s teams can now scan parcels upon arrival. The Parcel Tracker app would pick up the recipient’s name, building, and room number. As soon as the parcel is scanned, the recipient will receive an email notification with a QR code that they can use to collect the parcel.

Parcel handoffs became seamless. To collect, all a recipient would need to do is present their QR code at the reception.

While the team enabled reminder notifications, Martin and Lora found that they rarely needed them. Thanks to the automated notifications, most parcels were picked up the same day.

Finally, with Parcel Tracker’s searchable dashboard and photo capture, it was no problem to locate and verify parcels.

Martin’s favorite Parcel Tracker feature is the Analytics and Statistics dashboard. With the ability to break down activity by building, Martin can now provide data-backed insights to clients and advocate for the resources his team needs.

{{testimonial-second}}

Looking Ahead

With Parcel Tracker, Martin and his team have not only eliminated the paper trail and logistical headaches but also enhanced the tenant experience with faster, more transparent deliveries.

What was once a time-consuming, manual process is now an automated system that supports the company’s high standards. Staff spend less time chasing parcels and more time focusing on service. By simplifying parcel workflows, they’ve turned a persistent pain point into a quiet strength, one that supports their mission to treat every property with care, professionalism, and purpose.

‍