Mailroom Automation for Multifamily Communities: Mailroom Management Automation That Scales

The average multifamily property now receives more packages per day than prospective tour requests. With delivery volumes surging, property teams are left drowning in package management tasks that can consume up to 30 hours of staff time each week. Meanwhile, resident expectations for convenience – including instant, secure access to package deliveries – continue to rise.

What was once a manageable task has become a critical challenge affecting retention, reputation, and your bottom line. Poor mail and package management can directly erode NOI and create bottlenecks that frustrate both residents and property staff. However, new mailroom management automation tools are emerging, designed to support property teams and alleviate mail and package management burdens.

This blog explores what you need to know about mailroom automation, including what it is, how the systems work, how to monitor success, and how to get started transforming mail and package management from an operational drain into a competitive advantage.

The Case for Mailroom Automation: Why Automation is No Longer Optional

Manual processes are failing. The old-school method of accepting packages from carriers, manually sorting them, and notifying residents is notoriously inefficient and unsustainable. Storing packages often creates a disorganized eyesore for residents and prospects or unwieldy pileups in cramped storage areas for staff. Further, residents don’t want to have to collect deliveries during limited office hours, let alone wait if leasing staff are too busy to help them immediately.

Liability issues are equally concerning. Without a reliable system for logging deliveries and collections, package delivery becomes a nightmare of “he said/she said” disputes that waste staff time and damage resident trust. And if deliveries go directly to doorsteps, they leave residents liable to package theft and other petty crimes.

Fortunately, modern, digital mailroom solutions are emerging to address these common challenges. Smart lockers and other integrated mailroom automation management systems are helping properties escape the perils of package management. By connecting property management systems with tools that automate package logging, sorting, and notification processes, mailroom management automation solutions get staff out of the package business and back to property management.

The Core Benefits of Mailroom Automation for Multifamily Properties

Mailroom automation can deliver numerous benefits for property managers and residents alike.

Increased Efficiency & Lower Operating Costs

Mailroom automation with the help of smart package lockers can help free up significant staff time previously spent on package management. Property teams can redirect nearly a full-time headcount worth of hours toward higher-value activities, such as resident engagement, property maintenance, and leasing efforts.

24/7 Access for More Resident Convenience

Today’s residents, especially Gen Z and millennials, have grown accustomed to an “always on” world, and expect 24/7 access to everything from shopping and streaming to package pickup. Digital mailroom automation solutions, such as apartment package lockers, deliver this convenience by enabling residents to retrieve packages independently on their schedule 24/7/365 – without staff assistance.

More Security for Property Deliveries

Apartment residents are twice as likely to experience package theft as those who live in single-family residences. This puts additional pressure on property teams to provide a secure community experience – including package management. Smart locker systems significantly reduce lost, missing, or stolen packages while increasing overall security, since one-time pickup codes ensure only the designated recipient can access the delivery.

For additional security, most systems offer full chain of custody for each delivery, allowing property management to see who delivered a package and when, as well as when a package was collected. Built-in photo and optional video surveillance also reduce theft risk.

Stronger Reporting & Compliance Features

Managing packages across multiple properties becomes exponentially more complex without standardized systems. Parcel Pending’s property management portal solves this challenge by creating a single, reliable source of truth for access control and performance metrics across your entire portfolio. Reports from all sites flow into a single dashboard, giving teams a clear, comprehensive view of locker performance and availability. The portal also allows communities to assign role-based access to the locker system and reporting portal in support of company data security initiatives.

Smarter Use of Available Space

Custom locker configurations eliminate the chaos of overstuffed mailrooms and makeshift storage areas by making use of available space in your community. With a wide range of locker types and sizes, including refrigerated units for grocery and meal deliveries, smart lockers adapt to your specific space constraints and package volumes.

How Automated Mailroom Systems Work

Digital mailroom automation systems integrate with your property management software to handle the entire package lifecycle without staff intervention. Here’s how the process works with smart lockers:

Automatic Resident Registration & Move-Out

When integrated with your property management software, residents are automatically registered upon move-in and removed upon move-out. Some solutions, like Parcel Pending PLUS, even allow residents to transfer their accounts between properties using the same system.

Streamlined Carrier & Property Delivery Tools

Smart lockers use fast-loading modes, sensors, and availability management tools to speed up the delivery process for carriers. Properties can also use lockers to distribute leasing documents, keys, equipment rentals, and other items beyond just packages.

Delivery Logging & Notification Automation

Once a carrier places a package in the locker, the system automatically sends the resident an alert via email, text, or mobile app. Residents receive daily reminders until they pick up their package. This package pickup process automation eliminates the need for staff to log, track, or notify residents about deliveries.

Customized Integrations for Apartment Mailroom Operations

Mailroom automation providers often offer out-of-the-box integrations with most major property management software, including RealPage, Yardi, ResMan, Rent Manager, and Entrata. Custom integrations are also available from certain providers, like Parcel Pending by Quadient, with our smart locker solutions. For example, Parcel Pending partnered with Venterra Realty’s developers to support two critical features: fully automated delivery notifications sent through Venterra’s existing internal messaging system and storage fees billed as part of residents’ monthly utility fees. This integration meant the locker system worked within established digital workflows rather than requiring staff and residents to adopt new platforms.

Digital Mailroom Reporting, Auditing, and Analytics

Most providers offer property management dashboards for real-time visibility into system performance. Parcel Pending, for instance, provides real-time dashboards and exportable reports for detailed analysis by property and across portfolios. With Parcel Pending PLUS, properties can even survey residents post-pickup to track resident satisfaction scores.

Smart Locker Planning by Property Type

If you’re considering smart lockers as a mailroom automation management solution for your property, here are a few considerations about the solution to keep in mind.

Scalable Workflows for Properties of All Types and Sizes

Depending on the size of your community, you may wish to adapt your solution to either a centralized or distributed locker bank model. Smaller properties (e.g., garden-style communities) may prefer centralized locations, whereas larger properties (e.g., mid- or high-rise communities with 500+ units) may wish to consider distributed banks to streamline logistics and make access easier for residents. Vendors should be able to provide recommendations that meet your property’s delivery needs, including resident and carrier access, as well as the ability to scale the solution as delivery needs change/increase.

Locker Placement, Capacity Modeling, & ADA Compliance

Vendors should be willing to develop locker configurations tailored to your delivery needs. Ask vendors for recommendations about possible placement locations to ensure you get the best fit solution for your community. Parcel Pending, for instance, will partner with you to develop configurations that best meet your available space as well as delivery types and volumes. We will also provide strategies for handling peak delivery periods, such as holidays.

They should also ensure full ADA compliance to meet all residents’ needs. Parcel Pending solutions are designed with accessibility standards in mind, with door sizes and heights that are accessible to all users, including those who are wheelchair-bound. Both the control touchscreen and barcode scanner are positioned for full wheelchair access. Each solution also features a braille keypad for visually impaired residents to independently access their packages.

Supporting Oversized, Overflow, and Refrigerated Deliveries

Ask vendors what solutions they offer to support specialty deliveries, such as oversize or refrigerated packages. For instance, Parcel Pending offers package rooms (both standalone and locker-connected) that can often be used as a tool to support both oversize and overflow package deliveries. We also offer refrigerated lockers for groceries, meal kits, prescriptions, and more.

Student & Senior Housing Considerations

The unique needs of seniors and students can sometimes wind up overlooked in multifamily housing. Designing mailroom automation systems for these populations means prioritizing accessibility. Parcel Pending lockers feature an ADA-compliant design with large display screens, audio speakers, and braille keypads, ensuring residents of all abilities can independently access their deliveries. These features serve both student housing and senior living communities, where accessibility is essential.

Further, Parcel Pending has deep experience partnering with higher education institutions across the country and can therefore advise on unique needs for student accommodation, as well as provide integrations for student housing management software.

Outcome-Driven Metrics and ROI of Digital Mailroom Automation

When implementing a mailroom automation solution, it is essential to measure the success of your investment. Here are a few metrics considered to help measure return on investment (ROI):

• Speed of Pickup – Record the average amount of time it takes for a resident to retrieve their package after it’s received by the property (e.g., within 24 hours, within 2 days, 3 days or more). Look for reductions in time to pick-up.
• Labor Savings – Log how much time staff spend managing packages before and after implementation. You should see reductions in time spent per package as well as overtime requirements. Lost packages should also decrease.
• Security & Chain of Custody – Note any reductions in lost/missing package inquiries, as well as stolen package reports.
• Resident Satisfaction – Monitor review sites and customer satisfaction scores for improvements in these areas. Be sure to note when reviews mention package management specifically.
• Other ROI Measurements – Consider partnering with your vendor to see if you can reduce the cost of your mailroom automation investment, or create an additional revenue stream.

Regardless of which metrics you choose as a priority, it is important to measure performance prior to implementation of your new mailroom automation management strategy, as well as after. This allows for more accurate measurement of ROI.

Getting Started – Your Implementation Playbook

Once you select a solution and identify your key performance indicators (KPIs), it’s time to get to implementing. Here are some key areas to prepare for as they relate to mailroom automation implementation:

Property Management Software (PMS) Integrations

If you plan to integrate the mailroom automation solution with your property management software, ask the vendor for any necessary items to ensure turnkey integration. Parcel Pending offers turnkey integrations and support for RealPage, Yardi, ResMan, Rent Manager, and Entrata. We also offer custom integrations with deeper functionality upon request.

Resident Onboarding

No matter the sophistication of the software and its app, the moment of truth is in its ease of use and widespread adoption. Parcel Pending provides a marketing toolkit for properties with templates, FAQs, and more to support residents’ onboarding. We also offer live and text customer support to assist residents with questions on registration, package pickup, and other account settings. Once the locker system goes live, residents will also have access to an online resident resource center with FAQs, how-to videos, and more.

SOPs and Carrier Onboarding

Training new staff members on how to monitor the locker system and use the package management dashboard can be time-consuming for managers. Parcel Pending provides a high level of support for both property staff, with a dedicated customer success hotline and comprehensive training programs. Personalized, one-on-one training is also available on request. Further, Parcel Pending will notify carriers in your area when your solution goes live, ensuring immediate carrier adoption of the solution.

From Chaos to Control – Why Now is the Perfect Time for Mailroom Automation

Manual package management is no longer an option. Thanks to the convenience afforded by e-commerce, residents today demand 24/7/365 access to their mail and packages. Investing in mailroom automation, particularly in a smart locker system, can transform chaos into control while boosting resident satisfaction, increasing positive reviews, lifting the resident experience, and reducing staff costs.

Ready to find out how our smart locker solutions can deliver more for your apartment mailroom processes? Speak to one of our package management experts today.