The multifamily industry is transforming how properties are managed, maintained, and experienced by residents. From speeding up the leasing process to improving compliance and support, property management companies are using innovation to simplify operations and create experiences that strengthen resident attraction and retention.
“As resident expectations change, processes that once seemed standard—like rent collection or maintenance requests—continue to be modernized with digital innovation,” says Joe Settimi, president of Renters Solutions at Assurant.
With a growing focus on fast, efficient and convenient renter experiences, insights into where the market is headed can help teams improve processes, allowing them to deliver the types of experiences that make signing or renewing leases an easy decision for renters.
Tech Platforms Bridge Service Gaps
The days of dropping a rental payment in the mail or at the leasing office are fading as residents expect faster, more convenient, and contactless experiences. Research shows that 75% of Gen Z, who account for nearly half of new renters, have never written a check.
Settimi explains that renters now want instant, convenient ways to handle their business. Technology such as Assurant’s Cover360 makes this possible by allowing residents to pay their renters’ insurance and monthly rent in a single transaction.
The rise of smart devices and personal technologies is also helping bridge gaps in staff expertise and time constraints, giving residents quicker access to support.
“Assurant research found that 20% of renters report needing technical assistance regularly, and maintenance continues to be a puzzle that property management companies really struggle to solve,” says Settimi.
He adds that new technology services allow property managers to offload the growing volume of tech-related maintenance tickets to experienced teams, providing higher value for residents.
Modernization Can Bring Adoption Hurdles
Technology is moving quickly, but Settimi points out that modernization doesn’t come without growing pains. Staff and residents may resist change when new tools disrupt established routines. Integration with legacy systems is another issue that requires careful planning.
“One of the most significant challenges we see with new clients is managing the change process among their staff and residents,” says Settimi. He notes that success depends on working with established companies with a track record of expediting implementation, providing ongoing support, and helping property management companies see returns on their tech stack investments sooner.
Innovation Driving Next Phase of Growth
Looking to the future, Settimi expects technology to continue advancing at a rapid pace. Artificial intelligence is already being used for resident communication, leasing funnel optimization, work order management, and maintenance triage. He points to a recent report by AppFolio showing that AI adoption among PMCs with more than 5,000 units increased from 27% in 2024 to 47% in 2025.
As a result, success in the months ahead comes down to delivering what residents expect and creating behind-the-scenes processes that help teams do their jobs better. “The tools that are really focused on helping property management companies improve their operations and tenant experiences—those are the ones that will continue to grow business,” says Settimi.
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