MIAMI—The holiday rush is upon us. That means multifamily management office and condos are about to get flooded with e-commerce deliveries. The good news is, technology can help.

GlobeSt.com caught up with Edwin Lugo, vice president of FirstService Residential's High Rise Division, to get his take on technology and other concerns for property managers in part two of this exclusive interview. You can still read part one: Multifamily Owners Gear Up for E-commerce Rush.

GlobeSt.com: How can tech play a role in parcel management?

Lugo: An electronic package tracking and communication system is a tremendous help. Years ago, a front desk associate signaled the arrival of a package by taping a note to the resident's mailbox or door. Technology now makes the process more accurate, private and, more importantly, secure.

When a parcel arrives at a condominium managed by FirstService Residential, we log it into FSRConnect, our proprietary property management software. The system immediately and privately notifies residents via e-mail or text about the package.

Another way technology can play a role is to upgrade the storage equipment itself. For example, if a building receives a fair amount of temperature-sensitive and perishable deliveries such as fresh goods or certain medical supplies, receiving offices may consider building a cold-storage area to preserve packages until resident pick-up.

GlobeSt.com: In urban environments, buildings are accessible to pedestrians that could potentially raise a security risk for deliveries. How can managers stay vigilant to ensure the security of resident parcels?

Lugo: Safeguarding packages immediately is critical, especially in metropolises where pedestrian foot traffic is high and people frequently walk into buildings without the intent to visit a resident. It's those times when front desks get busy with residents, visitors and others walking in, that parcels left on the desk could be snatched away.

Our front desk associates are trained to log, track and secure packages. They also greet people they do not recognize and require all visitors to sign in. This training is part of our mission to provide both security and a concierge level of service.

GlobeSt.com: Real estate is at a premium, and there is often minimal space for receiving centers and delivery trucks. What needs to be considered to streamline the process in reduced delivery areas?

Lugo: Delivery giants and suppliers, like Amazon, are now promising same-day or one-day delivery more frequently, which is leading to an increase in delivery trucks arriving multiple times throughout the day. While it is the developer's job to maximize efficiency of space in the buildings and units, it is the manager's job to establish adequate protocols to create a fluid process where deliveries can be made quickly and efficiently.

We have worked with our HOAs and owners to establish operating procedures, rules and regulations to assess what the association will accept on their behalf. Our ultimate goal is to ensure that residents are able to receive packages in a timely manner, while keeping them secure for pick up. With the rise of e-commerce, it is increasingly important for associations to consider necessary changes to maintain a positive resident lifestyle and efficiently working community.

MIAMI—The holiday rush is upon us. That means multifamily management office and condos are about to get flooded with e-commerce deliveries. The good news is, technology can help.

GlobeSt.com: How can tech play a role in parcel management?

Instant Insights /

How Tech Can Save the Residential Property Manager's Day

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