Case Study: Draper and Kramer boosts resident satisfaction with Fetch Package

Ivy Residences Drives Resident Satisfaction with Fetch

The customer, Ivy Residences (referred to in the text as Draper and Kramer), a multifamily property operator, was struggling to manage the high volume of resident packages. Its older buildings lacked adequate infrastructure, and previous solutions like lockers and staff management proved inefficient and time-consuming, leading to resident dissatisfaction. The company needed a last-mile delivery solution that did not rely on on-site staff or infrastructure and partnered with vendor Fetch for its package management service.

The solution from Fetch involved receiving all packages at an off-site warehouse and then providing on-demand deliveries to residents. This approach completely removed the package management burden from the on-site teams. After implementation, resident complaints about packages ceased entirely. This allowed staff to reclaim hours every day, which they redirected toward improved customer service and asset management, subsequently driving higher resident satisfaction scores. Fetch successfully future-proofed package management for the operator.

Ivy Residences

Faith Barker

Marketing Director