Catching the third wave of property management—how service-driven agencies will win big

Ailo

18 March 2025

The property management industry is shifting, and a new wave is building.

Up until now, property management has been seen as collecting rent, finding tenants, and fixing things when they break. The entire industry—its revenue models, technology, and even its culture—was built around this concept. Success was measured by efficiency—how fast you could collect rent, find tenants, and handle repairs. And, innovation in the industry focused on improving these processes.

But expectations have changed, and property investors, renters, and homeowners want more. They want a seamless experience, proactive insights, and more value.

Now, the third wave of property management is here, and it’s being driven by something much more powerful: service, experience, and relationships.

The three waves of property management

The property management industry has evolved through three major waves of transformation, each reshaping how agencies operate:

The first wave: Digitisation – Paper-based processes were replaced with software, helping agencies manage leases, payments, and maintenance more efficiently.
The second wave: Cloud-based technology – Systems moved online, allowing for remote access, automation, and greater collaboration within teams.
The third wave: Customer experience and service – The industry is now shifting away from pure efficiency and toward delivering greater value through service, relationships, and advisory support.

The first two waves of innovation in property management were groundbreaking at the time, but they were ultimately about making the 'old ways', faster

This third wave is fundamentally different. It’s not just about doing the same things faster; it’s about redefining what property management can be.

The right tools and technology are critical to catching the third wave

Old technology is holding the industry back. Legacy systems aren’t solving these problems and pressure is mounting on property management businesses.

Investors expect more. Service standards are rising everywhere, and property management is no exception.
Property managers are overloaded. They’re caught between high expectations and time-consuming admin.
Business owners are competing on price more than service. Instead of offering more value, many feel forced to cut fees just to stay competitive.

These pressures make it increasingly difficult to scale, retain great staff, and meet rising investor expectations. The key to easing this strain is moving away from legacy systems and adopting technology that expands the scope of property management services and lets you deliver exceptional, personalised service at scale.

By implementing systems that allow teams to focus on delivering exceptional service, agencies can attract more clients, drive higher revenue, and confidently charge premium fees.

Noun

Legacy system

[LEH-guh-see SI-stm]

Cloud property management software that primarily focuses on helping property managers be more efficient administrators and bookkeepers, often requiring multiple third-party applications and workarounds to manage daily workflows.

The systems typically do not support relationship management, making it difficult to foster strong connections with clients and suppliers. They also lack built-in collaboration tools, preventing team members from working together seamlessly to solve problems, improve processes, and achieve better outcomes—ultimately making their jobs more difficult and less rewarding.

Real-world success: how Ailo is helping agencies lead the third wave

Ailo isn’t just another tool—it’s a fresh approach to property management. Ailo is designed to help businesses grow by focusing on service, not admin. It helps agencies:

Deliver a better experience for investors. More transparency, more control, deep personalisation, and fewer friction points.
Make property management a more rewarding, less stressful job. Less time on admin, more time on meaningful work, better job satisfaction, and easier recruitment.
Unlock new growth opportunities. When relationships are strong, agencies can expand into new services and markets. A better service experience means more referrals and portfolio consolidation.

To achieve this, we built the Ailo platform based on these four principles:

One integrated system – No more juggling multiple platforms. Ailo replaces outdated trust accounting and admin tools with a single, streamlined solution.
Communication should be at the heart – Every conversation, update, and transaction in one place, so nothing falls through the cracks.
Property managers should be relationship managers – Significantly reduce the admin so there is capacity to focus on value-added service. Rent is processed instantly, so investors get their money sooner. Maintenance, inspections, and everyday tasks are simpler and more efficient.
Investors and renters deserve more choice – Less friction, more flexibility, and a better overall experience. Give your customers more choice without burning out the team.

“The next evolution is customer experience. That’s why we built Ailo as a single platform, because you can’t have how you communicate, how you pay money, how you do your work, and how you report to your clients as separate things.”

— Ben White, co-founder and CEO of Ailo

The third wave is here—will you catch it?

The industry is changing, and those who adapt first will gain the biggest advantage. Businesses have three choices:

Keep doing things the old way. But that means more admin, tighter margins, and growing pressure.
Wait and see what happens. But standing still while others innovate means falling behind.
Move first and take the lead. Businesses that embrace change now will set new service standards, attract more investors, and build stronger rent rolls.

Ailo helps businesses take that third path: transforming property management from a process-driven industry into a service-driven and advisory-focused one.

The third wave of property management is here. Agencies that recognise this shift and expand their services will build stronger connections, grow their businesses, and charge higher fees as a result. Are you ready?