Revolutionizing Package Management with Advanced Security Cameras & AI

From small multi-family apartments to expansive locations like presidential towers, Luxer One is transforming how the world receives its packages. With over 11,000 locations across the United States, Canada, and Puerto Rico, Luxer One has been a pioneer in smart locker technology since 2015. And with over 13,000 Rhombus devices deployed today, Rhombus has been a proud partner in their growth journey. By fully integrating their systems and organization on the Rhombus Platform, Luxer One has been able to prevent package theft, reduce their bottom line, and create an exceptional experience for their customers by improving the efficiency of their support teams.

Preventing Theft in High Risk Areas

Security is especially important at Luxer One's busiest locations, where over 2,000 packages are received daily, increasing the risk of theft. In high-risk spaces like this, the Rhombus platform allows Luxer One to take a proactive approach to security. Using AI Alerts, Luxer One is able to proactively detect suspicious activity in real-time, like facial recognition of known offenders and recognition of tools and weapons. Once suspicious activity is detected, property managers are immediately notified with a clip of the activity in progress so that they can quickly dispatch security if necessary. In addition to this, at unmanned locations, Rhombus Audio Gateways are used as another deterrent measure, delivering pre-recorded messages (e.g. “security has been dispatched”) to scare off would-be thieves.

Streamlining Investigations

With an average of 50,000 support tickets to process each month, and an average SLA of 6 hours, Luxer One needed a solution that allowed their video research team to locate lost or missing packages faster. Using Rhombus’ smart search, the team can instantly jump to video segments where a carrier enters a package room, allowing for quick video retrieval to locate package placement. This has improved overall customer satisfaction—raising Customer Promoter scores to world-class levels and decreasing ticket SLAs from 6 hours to 2 hours—saving thousands of dollars annually. “Using Rhombus has led to significant cost savings, we’ve estimated that to be $250,000” Braden Volarvich, Operations Manager.

Luxer One has also seen a substantial reduction in maintenance time and costs. With remote diagnostics and troubleshooting, they can resolve issues more efficiently, without dispatching technicians.

Delivering an Integrated User Experience

Usage data and package analytics are a critical part of Luxer One’s offering to help property managers continue to optimize their buildings, and Rhombus data has become a valuable source of truth. By leveraging Rhombus' open API, Luxer One has created a seamless, integrated experience for property managers. "Rhombus is embedded in our backend so a property manager can log into a single manager portal and see everything they can possibly need," explains Tessa Turner, VP of Operations at Luxer One. This integration allows property managers to access package management analytics, see proptech integrations, compartment utilization metrics, and camera feeds all in one place, eliminating the need to juggle multiple portals.

The Rhombus Advantage

By partnering with Rhombus, Luxer One has not only enhanced its security infrastructure but continues to innovate in its approach to package management, setting new standards in the industry for efficiency, security, and customer satisfaction.

By partnering with Rhombus Luxer One has:

1. Reduced Theft: AI Alerts and Audio Gateways provide a proactive approach to security to prevent theft

2. Improved Operational Efficiency & Customer Satisfaction: Smart Search has improved package tracking to increase customer satisfaction and save $250,000 annually

3. Provided a Single Source of Truth: Rhombus’ open API allows for easy embedding of camera feeds and data into Luxer One's existing management portal

4. Quickly Scaled: With over 13,000 cameras deployed across 11,000+ locations, Rhombus has proven its ability to scale rapidly with Luxer One's growing business