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LUXER ONE SUCCESS STORIES

How 704 at the Quarter Made Package Management a Leasing Advantage

For multifamily communities built around young professionals, package volume is not a background concern. It is a daily operational reality. According to TGM Research, 31% of Gen Z consumers shop online two to three times per month, and 44% expect same-day or next-day delivery. At 704 at the Quarter, a 306-unit community in Charlotte, North Carolina, more than 20,000 packages have arrived since March 2025. Without the right support behind the system, that volume creates disorder, frustration, and leasing drag.

The answer was Luxer Liaison: a dedicated, on-site package concierge who manages everything between delivery and pickup. This is how 704 at the Quarter became Charlotte’s first Liaison property, and what the results look like 18 months in.

Key Takeaways

  • Charlotte's first Luxer Liaison property, launched March 2025 by a senior community manager who had brought Luxer One to four properties across the city
  • 20,039 deliveries processed with a 97.5% resident pickup rate since go-live
  • 99% system uptime with the hardware and the human both showing up consistently
  • Package room and lockers maintained every shift, so residents can always find what belongs to them
  • Resident trust built, reflected in an world-class NPS of 84
Luxer Liaison Customer Success Story at 704 at the Quarter

The Challenge

704 at the Quarter opened two and a half years ago with a resident base that was always going to generate high package volume. Young professionals. Grad school graduates. First-time Charlotte movers. People who shop online constantly and expect the experience around receiving those purchases to match the quality of their building.

Without a dedicated resource behind the package system, the gaps were predictable:

  • Package room disorder with no consistent organization, labels, or shelving by unit
  • Locker saturation from unclaimed packages that sat past their pickup window and blocked new deliveries
  • Resident frustration routed to the leasing office, pulling staff away from higher-priority work
  • No single point of contact for package questions, leaving both residents and staff chasing answers

The technology was working. The experience around it was not.

Luxer Liaison handing package to resident at 704 at the Quarter in Charlotte, NC

"At other properties, it was a lot of extra work. Everyone lost a package. Everyone couldn't find a package."

Tobi Colls | Senior Community Manager, 704 at the Quarter

The Solution

Tobi Colls had built her package strategy around Luxer One across four Charlotte properties. She knew the hardware. She knew the software. What she wanted was a person behind it.

Luxer Liaison is an on-site package concierge service that manages the full delivery experience for a property: organizing the package room, auditing lockers, following up on stale packages, onboarding new residents, and serving as the first point of contact for any package question. Liaison turns a self-service system into a managed one.

When 704 at the Quarter opened, Colls made the call immediately. She saw a gap between what the technology could do and what residents were experiencing. Liaison filled it.

What the Liaison does at 704 at the Quarter:

  • Package room auditing every shift — packages labeled with unit addresses and shelved so residents can find them without guessing
  • Stale package follow-up — residents contacted directly when packages sit past their pickup window
  • Locker auditing and release — expired holds cleared so new deliveries always have a home
  • Door-to-door delivery for packages that need extra care or residents who need extra service
  • New resident onboarding — move-ins confirmed in the Luxer system before their first package arrives
  • Resident communication — on-site signage directs package questions to the Liaison, keeping the leasing office free for leasing
  • Issue resolution — misdeliveries and missing packages investigated, including camera review, without staff escalation
  • Proactive team communication — schedule changes and move-in updates communicated in advance

The Liaison operates three days a week, four hours per session. In that time, she covers everything the leasing team should not have to.

"I show them the package lockers on tour. I let them know we have a package concierge. It makes it feel more luxurious."

Tobi Colls | Senior Community Manager, 704 at the Quarter

The Result

Residents using black Luxer One package lockers at 704 at the Quarter in Charlotte, NC

The impact has been consistent since go-live in March 2025:

  • 20,039 deliveries processed across the Luxer system, with Amazon accounting for 51.2% of all packages
  • 97.5% pickup rate — of 20,039 deliveries, 19,532 were picked up by residents
  • 98.67% system uptime — the hardware stays online and the experience stays consistent
  • 26-hour pickup time reflecting strong adoption by residents and clear ease of use.
  • NPS of 84 across 895 survey responses, with 91% of respondents rating as Promoters
  • Misdelivered packages resolved without leasing staff involvement, including one incident where the Liaison reviewed camera footage, identified the resident who had picked up the wrong package, and had it returned

"Residents love the fact that we have the liaison. It's easier to communicate with them versus us when we're busy."

Tobi Colls | Senior Community Manager, 704 at the Quarter

Why It Matters for Multifamily Communities

704 at the Quarter is not an unusual property. Across the country, multifamily communities serving younger residents are facing the same reality: high delivery volume, rising resident expectations, and leasing teams stretched too thin to manage both.

The hidden cost is not just the disorganized package room. It is the staff hours spent on package questions, the resident complaints that quietly chip away at renewal intent, and the leasing pitch that does not land because the amenity experience does not match the promise.

By adding Luxer Liaison to their package strategy, communities can:

  • Eliminate package room disorder with consistent, shift-by-shift management
  • Free up leasing staff from package questions and redirect residents to a dedicated resource
  • Prevent locker saturation through regular auditing and stale package follow-up
  • Turn a utility into a differentiator — a package concierge is a leasing conversation, not just an operational fix
Happy resident with package next to the Luxer One smart package lockers at their apartment community

Is Luxer Liaison Right for Your Community?

If your property is dealing with package room chaos, staff time lost to delivery questions, or a resident experience that does not match your positioning, here are the questions worth asking:

  • How much time does your leasing team spend each week on package complaints or inquiries?
  • When a package goes missing, who investigates, and how long does it take?
  • Does your package experience show up as a strength or a weakness in resident feedback?
  • If you were touring a prospect today, would you lead with your package setup?

 

The answers tell the story.

See What Luxer Liaison Can Do for Your Community

704 at the Quarter launched Liaison in March 2025 and became the first property in Charlotte to do so. Eighteen months later, the numbers speak for themselves. If your community is ready for a package experience that residents actually talk about, it may be time for the same conversation.

Contact Us Today

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