In a world that moves at the speed of a swipe, renters expect their living experience to keep up.
Mobile isn’t just the future, it’s the present. By 2026, more than 5.2 billion people — over 60% of the global population — will use digital wallets, according to Global Payments’ “2025 Commerce and Payment Trends Report.” That shift isn’t just changing how people shop or bank. It’s changing what they expect from where they live. And for property management, that means the standard for resident experience is rising fast.
Communication Gaps Cost You More Than You Think
Zego’s “2024 Property Management Operations Report” found that poor communication and slow response times are among the top reasons residents decide not to renew. As most people get real-time updates for different aspects of their daily lives, they now expect the same from their communities.
Mobile-first tools help bridge this gap. With real-time messaging and automated alerts, property teams can keep residents in the loop on maintenance, deliveries and community news without sending five follow-up emails. Residents also have an easy way to provide feedback, which helps teams respond quickly and solve problems before they grow.
A mobile-first approach can also support community building. Push notifications can highlight local events or remind residents of shared amenities, creating more touchpoints and fostering greater connection beyond rent payments and repair requests.
A New Standard for Rent Payments
Rent payments should be simple. Today’s renters, especially younger generations, want the process to be quick, mobile and reliable. A recent survey from RentCafe found that 35% of Gen Z renters consider technology in their apartment communities a top priority, with digital rent payments and maintenance requests leading the way.
Mobile payment tools make that possible. Features like automatic bank verification, built-in fee controls and simple payment tracking remove friction for both residents and site teams. And when payments run smoother, staff will have more time to focus on their other priorities.
Payment flexibility is also becoming a deciding factor. Renters increasingly want options, such as splitting payments across multiple methods, scheduling in advance or using mobile wallets like Apple Pay and Venmo. These features aren’t luxuries; they’re becoming expectations. Mobile-first platforms are uniquely positioned to adapt quickly and meet these evolving demands.
The Road Ahead
Mobile-first solutions don’t stop at rent. Residents want access to their account, work orders, package delivery, community updates and more, all in one place. That’s where self-service portals come in. These tools let residents take care of common needs without calling the office or waiting in line. They also help site teams manage maintenance requests and package deliveries, reduce admin work and provide a better overall experience
The next five-year wave of mobile-first tools will go even further. With the help of artificial intelligence, automation and smarter data, operators will be able to spot trends, predict maintenance issues and personalize communication, all before a resident even submits a request.
More importantly, mobile-first tech doesn’t just reduce workload; it drives retention. When residents feel empowered to interact with their community on their terms, they’re more likely to stay. And that’s a measurable ROI for operators in a market where vacancy rates and turnover costs can significantly impact the bottom line.
Small process improvements can unlock massive operational gains, and the right tools can shape customer expectations in real-time. In property management, mobile-first isn’t just about keeping up with residents’ preferences but about transforming both the back office and front desk in tandem. The next phase involves smarter automation that personalizes interactions, anticipates issues and removes friction at scale. Operators who embrace this shift are not merely investing in tech but a more connected, resilient resident experience.
Mobile Isn’t Optional — It’s Essential
This isn’t just a trend. It’s where society and the rental industry are going. Operators who embrace mobile-first tools now will be in a stronger position to meet residents’ expectations, support their teams and run more efficient communities.
Because the future of property management isn’t just mobile-friendly. It’s mobile-first.
Aaron Gries
Vice President of Product Management
Zego
9350 Waxie Way, Suite 300
San Diego, CA 92123
(866)729-5327
