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HARNESSING TECHNOLOGY: PROPERTY MANAGEMENT IN THE DIGITAL ERA

Posted by Value Zone Limited on February 5, 2025
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Much of what will happen in the next 30 years is inevitable, driven by technology trends that are already in motion”

Kevin Kelly, author of The Inevitable.

That the era of Artificial Intelligence (AI) is here with us is inevitable (Yes, including automated Property Management Functions). This is as fascinating as it is chilling upon further introspection. Can we fully embrace it? Will automation make us dispensable? That with technology, AirBnB has become the world’s largest accommodation provider without owning a single property. Uber without cars of their own has transformed into the world’s largest taxi platform. Are we brave enough to embrace this new world order?

Kenya’s property management sector has witnessed significant changes over the years, with the advent of technology playing a pivotal role in shaping its landscape. From simplifying basic processes such as photography of properties to radical changes in accounting & financial reporting, marketing, facilities management, smart homes and even how the profession is taught at tertiary levels.

The digital age presents a transformative opportunity for Property Managers (PMs) in Kenya. We can leverage these advancements to improve the industry by harnessing the technology at our disposal effectively; thereby unlocking numerous benefits in service delivery. These include growth of business, improved client experience, integrity & transparency and stemming inefficiencies. This article, therefore, aims to shed light on the various ways in which technology is transforming property management practices.

Property management in nature is communication intensive. Whereas not that long ago a good PM was considered a problem-solver, today’s PM is expected to analyze data, surmise actionable information to identify a potential problem & coordinate communication and solve it before it occurs. PMs now can engage with tenants and property owners more effectively with the proliferation of mobile technology such as emails, social media, mobile apps and online platforms. These enable seamless communication, allowing reporting, scheduling of virtual property tours/inspections, tenants to report issues, scheduling repairs, utility billings, enhanced security, making rental payments conveniently and many other functions. Additionally, digital platforms provide access to property information such as availability, amenities, and rental rates, empowering potential tenants to make informed decisions. This enhances the client experience.

Secondly, the digital age has introduced innovative solutions that streamline property management processes, making them more efficient and time-saving. Repetitive tasks that once took up a large part of the PM’s workday are over. They are now being automated. Online platforms and property management software have simplified tasks such as tenant screening, rent collection, maintenance requests and financial reporting. These tools enable PMs to automate routine tasks, improving productivity and reducing administrative burdens.

Technology has also brought unprecedented levels of transparency and accountability to the property management sector in Kenya. Through software integrated with online portals, landlords can access real-time financial reports, track rental payments and monitor maintenance requests of their properties. This transparency fosters trust between the owners, PMs and tenants. It also enhances the flow of communication as well as accountability and planning. This minimises disputes arising from miscommunication or lack of information between the parties.

Ultimately, while technology offers immense benefits to the profession, some challenges need to be addressed for effective adoption. Concerns about data privacy and cybersecurity require robust frameworks to safeguard sensitive information and ensure confidentiality. Weaponized fear of change brought about by unfounded anxiety of redundancy is also another challenge that needs to be addressed. We should not be afraid that technology will take away our jobs. If anything, good technology is complementary to our services. Lastly, there is a need to bridge the digital divide by promoting digital literacy to improve the bandwidth of interacting with technology competently and at all levels.

While COVID-19 accelerated our acceptance of change in more ways than one, we are still lagging behind in embracing technology. Much of this technology remains less sailed and therefore largely uncharted. Part of overcoming these barriers requires investment in the right tech and capacities to overcome said limitations. We must stand at the crossroads of technology & property management and guide its impact in the real estate sector.

Wilson A. Otiato
Associate Director

 This article was first published in The Surveyors’ Journal, A Publication of the Institution of Surveyors of Kenya on Land and Built Environment (August 2023): 9-10

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