In today’s multifamily communities, package delivery is no longer just a convenience, it’s a critical part of resident satisfaction. For Crossing D.C., a luxury apartment community in Washington, D.C., the challenge was clear: how do you handle more than 9,000 packages a month without overwhelming staff or creating constant resident frustration?
The answer came in the form of Luxer Liaison, an onsite package management solution designed to reduce package complaints in apartments while improving efficiency and the resident experience. This case study explores how Crossing D.C. transformed its package room into a stress-free amenity and eliminated resident complaints in the process.
Crossing D.C., with its 818 units, quickly became a hub of resident activity, but the high package volume created a daily headache:
The property’s management group, Greystar, and ownership group, Tishman Speyer, recognized that the package management system was no longer sustainable. As Georgina, the General Manager at Crossing D.C., put it:
Crossing needed more than just organization. They needed a way to reduce package complaints in apartments and give staff time back to focus on what matters most: leasing and resident care.
In early 2024, Crossing D.C. launched Luxer Liaison, an onsite package management program that brought trained package experts directly to the property. Within just one day of implementation, the impact was clear:
Luxer Liaison didn’t just provide organization, it provided a transformational shift in daily operations. The package experts handled thousands of deliveries, managed hundreds of resident inquiries, and gave staff peace of mind.
Key elements of the Luxer Liaison solution included:
The transformation at Crossing D.C. was immediate and lasting. Residents and staff alike noticed the difference, with measurable results across key areas:
The challenges faced by Crossing D.C. aren’t unique. Across the country, multifamily properties are struggling with:
By adopting solutions like Luxer Liaison, apartment communities can:
When residents see that their packages are managed securely and efficiently, their overall perception of the property improves.
If you’re facing similar challenges, here are practical steps inspired by Crossing D.C.’s success:
Crossing D.C. is living proof that it’s possible to reduce package complaints in apartments while improving resident satisfaction and operational efficiency.
Contact Luxer One today to see how Luxer Liaison can transform your package management.
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