How technology is transforming property management
Insights from Carla Arizaga at Bozzuto’s Riverbend District community
In the multifamily property management industry, technology has rapidly transformed the way teams manage communities, move-ins, and resident services. Carla Arizaga, Assistant General Manager at Cobalt Lofts, Steel Works, and The Wyldes, Bozzuto communities, has experienced this transformation firsthand. With platforms like Updater Pro | Onboarding playing a central role, technology and AI have become more than a convenience—it is a critical component of consistent resident satisfaction and operational efficiency.
The shift toward tech-driven property management
In recent years, the property management industry has seen an influx of technology designed to streamline every aspect of the resident experience by tackling tedious operations, from leasing to move-ins and maintenance. As Carla notes, “In the last four and a half years, technology has really transformed the property management industry.” This shift has allowed teams to work more efficiently, handling administrative tasks with fewer manual processes and enabling property managers to focus on enhancing and standardizing the resident experience so that the same excellent experience is delivered for every move-in.
At the heart of this change is the need to manage large portfolios of communities more effectively, as Carla explains, “We manage almost 1,000 apartments, and there are just six members on the management and leasing team.” With such a large number of units and limited staff, technology becomes an essential part of day-to-day operations, ensuring that every move-in is handled with a consistent standard of excellence.
Standardizing resident satisfaction through automation
As technology continues to evolve, the ability to automate administrative tasks has become a key priority for property management teams. Automation helps reduce the burden of repetitive tasks, allowing leasing agents and property managers to focus on resident engagement while guaranteeing consistency across each resident’s experience. Carla emphasizes that with technologies like Updater, teams can rest assured that every step of the move-in process is being handled with precision.
“Everything is automated and it creates constant communication,” she explains. This level of standardization ensures that all residents receive the same seamless service, helping to avoid mistakes or delays that could lead to dissatisfaction. Whether a resident is moving into their first apartment or their fifth, they can expect a smooth, standardized move-in process that reflects Bozzuto’s commitment to service excellence.
Technology adoption: Standardization without losing the human touch
While proptech offers significant operational benefits, there’s an ongoing balance between adopting new technology and maintaining the human element of property management. KingsleySurveys conducted in 2023, show 83% of renters said that the onsite staff and management team heavily influence future leasing decisions. Carla emphasizes that while technologies like Updater have streamlined many processes, the personal touch remains essential. “We want to form a sense of community,” Carla explains. “This isn’t just your home for a year—this is your community.”
Technology like Updater allows property management teams to standardize the operational side, while leaving room for personalized interactions that are vital for long-term resident satisfaction. “This ensures that even though we’re following the same procedures for every move-in, residents still feel valued and connected to their community,” says Carla.
The future of standardized excellence with property technology
The future of technology in property management lies in balancing automation and personalization, ensuring that operational efficiencies lead to standardized resident satisfaction without sacrificing the human touch. Innovations such as artificial intelligence (AI), virtual leasing tools, and automated communication platforms will continue to help property managers provide the same high-quality service to every resident.
Looking ahead, Carla sees technology as an increasingly integral part of managing communities, especially as the demand for standardization and efficiency continues to grow. “Everything is much more accessible to everybody all around,” she explains. This increased accessibility and integration will ensure that resident satisfaction becomes a consistently excellent experience, no matter the circumstances.
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