June 10, 2025 | BOMA International, Ella Krygiel
Smartphones are everywhere—and they’ve become the gateway to our finances, data, photos, social media, and now, our homes. Property managers are increasingly turning to mobile apps and smart technology to streamline operations and enhance the tenant experience. With the rise of cloud platforms and resident-facing software, renters can now control many aspects of their living experience—from paying rent and submitting maintenance requests to communicating directly with management—all from their phones. In response to growing demand for convenience and accessibility, property managers are embracing proptech to stay ahead.
As artificial intelligence becomes an integral part of daily operations, property managers must remain agile to meet rising expectations around customer experience, resident satisfaction and response times. While developing and implementing mobile platforms can be complex—often involving significant costs, integration hurdles, and data security concerns—there are tactics to help ease the process. At the recent Apartment Innovation and Marketing (AIM) Conference in Huntington Beach, California, Julie Flesner, Communications Director at Investors Management Group (IMG), shared her insights as a featured speaker. She offered actionable advice to multifamily operators on how to approach mobile app strategy with a focus on maximizing investment performance. Below are some of her key takeaways.
Must-Have Mobile App Features for Property Managers
According to Flesner, one of the most important features property management apps should offer in 2025 is language translation—a key tool for ensuring clear communication between residents and management teams. As mobile apps continue to evolve, features like in-app messaging and real-time updates are becoming essential for building strong relationships with residents. This shift is especially important given generational expectations. Data from AppFolio shows that just over half of Gen Z renters are satisfied with their property management experience, compared to 75% of Baby Boomers. As younger renters become the majority, seamless communication and tech-forward solutions will no longer be optional—they’ll be expected. As Flesner notes, “Clear communication with management teams shouldn’t be a barrier for residents.”
Flesner also highlighted the rise of conversational AI in property management apps—such as RentCafe Resident—which allows residents to pay rent using voice commands like, “Alexa, pay my rent.” Conversational AI is transforming lead management in particular, according to one source. For instance, AI-powered assistants can qualify leads by asking targeted questions about buyer preferences, ensuring sales teams focus only on the most promising prospects. This technology is streamlining both resident services and sales processes in real estate.
How Mobile Apps Boost Resident Satisfaction
Updating your property management technology offers a wide range of benefits—especially in today’s rental market. According to the National Multifamily Housing Council, 45.6 million households in the U.S. are renters, with 39% of those renters living in apartment communities. With such a significant portion of the population relying on rental housing, modernizing your property management systems can lead to greater efficiency, improved tenant satisfaction and a stronger competitive edge. Flesner shares some examples for how mobile apps have improved resident experience: “Our residents appreciate that we offer a mobile app that lets them break up their rent into smaller payments. This flexibility makes it easier for them to manage their cash flow and avoid late fees.” Forbes outlines how technology can provide an advantage to property management operations:
1. Easy Access to Information
Gone are the days of paper documents. Cloud-based platforms, which have increased in popularity, offer a convenient option for landlords to access important files from any remote location.
2. Quick Responsiveness
Smart maintenance systems streamline the process of reporting issues, making it easy for residents to log requests. With remote monitoring, maintenance teams can stay agile and respond more quickly using a variety of communication methods, including text messages, phone calls or even FaceTime.
3. Improved Resident Satisfaction
Smart home solutions give residents greater control over their environment, with tools like smart thermostats, locks and Ring video doorbells enhancing both comfort and security.
Tips for Property Managers Choosing a Mobile App
“Think of a mobile app launch like a new construction project,” Flesner says. “Go ahead and plan for it to take two to three times more money and staff hours than you think it will.” Flesner shares her tips for smarter mobile app decisions in property management:
1. Don’t go it alone
Just like you wouldn’t put a software expert in charge of a construction site, don’t make tech decisions without input. Have a dedicated internal team or consultant manage rollout, training, and integration with your full tech stack.
2. Start with your current software rep
Major platforms (Yardi, RealPage, Entrata) often offer resident-facing mobile apps with more features than you realize. Ask what third-party tools (like Fetch or Flex) they support and how these integrations improve resident or leasing staff experiences.
3. Go in as a skeptic
Don’t accept the sales pitch at face value—or send someone sharp to vet it for you. Mobile tech changes fast, and not all features are fully baked.
4. Ask direct questions
How long have key features been live? What’s still in beta? Can you opt out? How is post-launch support handled? How often is the app updated on App Store and Google Play?
5. Push for clarity
A good sales rep will loop in product or support teams to get you straight answers. This extra step now may save time and resident frustration later.
As mobile technology continues to reshape the property management landscape, thoughtful planning and strategic implementation are more important than ever. By approaching mobile app adoption with clear goals, a healthy dose of skepticism, and the right team in place, property managers can enhance operational efficiency, boost resident satisfaction, and protect long-term asset value. While this article focuses primarily on strategies for residential and multifamily property managers, mobile technology plays a growing role across all asset types. For those in the commercial real estate sector, the BOMA International Annual Conference offers deeper insights and dedicated sessions tailored to your unique challenges and opportunities.
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