by Suchi Rudra
Smart TVs, smart locks, smart thermostats, smart speakers – connected devices in the home have become the new standard. As of last year, the average U.S. household already contained over 21 connected devices. It's no surprise then that renters are expecting a seamless smart tech experience at home. But as building owners attempt to meet this demand by integrating smart tech into their properties, they are facing the challenges that this trend naturally brings up – the increasing need for tech support.
“Renters are increasingly seeing a need for a tech support service as a building amenity,” says Joe Settimi, President of Assurant Renters Solutions. While 62 percent of renters believe smart home features and in-unit technology are one of the most important factors in a rental unit, 20 percent of renters say they regularly require tech support for their devices, according to Assurant research. That perhaps speaks to the 34.3 million people (as of April 2025) who work from home and encounter connectivity issues with their laptop or printer.
Indeed, property management companies (PMCs) are facing a growing tech-related maintenance ticket load, but it's not a situation that they're always staffed for or prepared to handle. “Having smart tech in the building helps keep pace with resident expectations, but it can actually backfire and lead to resident dissatisfaction if the PMC doesn’t have a way to solve for the support side. Even if it's just for smart locks. If the residents aren't getting a rapid response to solve their problems, that turns into a negative experience. PMCs need to find support solutions to manage this growing demand, as current maintenance models are unsustainable in the long term,” says Settimi.
Not your average tech support
But one such solution has recently been introduced to the market – Assurant® TechPro, a tech support amenity specifically designed for multi-family housing residents and communities. Currently, no other such solution exists for the multi-family housing industry, says Settimi. Users of Assurant TechPro receive unlimited, 24/7 live support via call, chat, or the app for any tech-related issues: from the unboxing and set-up process of a new gaming system to troubleshooting an in-unit smart thermostat to wi-fi issues with a tablet. Notably, the service is brand agnostic and offered across all consumer devices and appliances, so residents can use Assurant TechPro as a one-stop shop for all their tech support needs.
In under two minutes, a resident can sign up directly with Assurant TechPro and start taking advantage of its unique features – like the ability to use their phone's camera to show the tech specialist the device in question. This allows the specialist to clearly guide the resident step-by-step on how or where to connect a cable, for example.
Keeping everyone happy
Feedback on this one-of-a-kind service has been highly positive from renters, says Settimi. But as much as residents seem to be enjoying this unique amenity, it's the property managers and building owners who are reaping some major benefits. With Assurant TechPro solving all the tech problems in the building and keeping residents happy, property managers are breathing a sigh of relief.
“I think property managers have seen the service as what it was ultimately meant to be: a very scalable solution for tech support for residents, and also helping the PMC stay competitive on – and in some cases ahead of – new amenities. There aren't that many unique amenities out there, especially at a time where occupancy is volatile. Rent growth has stagnated at best; actually, there's been contraction. Having this tech support amenity is giving them a leg up,” explains Settimi.
Assurant research also found that 86 percent of renters said having tech support would boost their view of a property management company. Indeed, for building owners, having a tech support solution in place can set off an attractive domino effect:
- Reduces pressure on leasing office and maintenance staff
- Lowers operational costs
- Enhances resident satisfaction
- Creates more positive online reviews
- Leads to higher retention rates
- Improves brand perception.
Settimi points out that in today's market, there's an absorption of a high number of units from the units that came online last year, prior to interest rates going up. But this now means occupancy rates have started coming down. “There's pressure on rents, on renewal rates - so bringing in new and differentiated amenities really helps drive renewal or attraction of residents from other communities -another large benefit to the PMC,” he says.
It's become clear that the need for smart tech goes hand in hand with the need for tech support. But when building owners provide instant access to a convenient tech support service like Assurant TechPro, residents feel empowered and more satisfied, and the tech support burden is removed from property managers who can keep focused on improving the residents' overall experience. And that sounds like a win-win situation.