With the fiercely competitive multifamily rental market of today, video intercom systems have evolved far beyond the old clunky buzzers to become a PropTech requirement amenity. They are no longer solely a security concern; they are a concern for tenant convenience, efficiency in property operations, and maximization of property value. But with a large and dynamic market, choosing the right video intercom supplier can be daunting. To assist you in making a smart investment that actually works out in your property and tenants' interest, here are five questions that all property managers need to ask before they sign on the dotted line.
Unpacking Costs: Ask About Total Cost of Ownership
When going shopping for intercom suppliers, the initial query that should ever be made is: "What is the total cost of ownership (TCO) of your system?" It is simple to fall in love with the front-end cost of the hardware, but that is usually only the beginning. Actual TCO encompasses not just upfront hardware and installation expense, but recurring charges, maintenance, and future upgrade options, all of which can ultimately impact your bottom line across the lifespan of a system. For instance, while hardwired systems can be more expensive to install upfront due to ginormous cable, wireless or IP-based systems can cut directly through this labor expense, offering a tidier-looking front-end package.
Beyond the initial outlay, property managers must delve into the recurring costs. Many modern, cloud-based intercom systems operate on a Software-as-a-Service (SaaS) model, meaning you’ll pay ongoing subscription fees, often monthly or annually, typically on a per-unit or per-user basis (e.g., $3-$5 per user). These subscriptions cover essential services like cloud hosting, mobile app access, automatic software updates, remote management features, and data storage for logs and video. Secondly, if you are employing cellular connectivity, there will be periodic data plan fees. Ignoring to include these periodic expenses in your calculation will leave you with surprise future costs.
Lastly, having the TCO allows you to accurately calculate your return on investment (ROI). This involves accreting all costs against actual savings in operational expenses, such as reduced employee time in managing access, removing rekeying expense, and reduced package theft. Also, don't overlook the less obvious but very tangible savings, such as greater rental yields, increased property value, and increased tenant holdover, all of which all add up to a healthier bottom line. The sellers must be willing to bend on all the variables for the cost so that you can make an intelligent money choice.
Safeguarding Data: Inquire About Security & Privacy
With increasingly more internet-connected, intelligent video intercom systems being installed, the question to ask is: "What are your security and privacy protocols regarding resident data?" They're collecting and storing personal data, ranging from video of doorways and complete access histories to, in some cases, biometric data in the form of facial recognition templates. Not only is it critical to resident trust, but also to the law, to keep this information wholly secure and processed in an ethical manner.
Privacy concerns, especially those regarding facial recognition, are on the radar. Easy as it may be, biometric data storage and collection raise questions about abuse, third-party access, and algorithm fairness or accuracy. Tenants will be concerned with the extent of data collection—how their video sessions and access records are being used, with whom they are being shared, and why. It's worth choosing a vendor who can talk through their data practices, illuminating storage, access limitations, and retention policies, and offering some degree of tenant control over their own individual data.
Aside from privacy, good cybersecurity is also a requirement. An online intercom system is a possible cyber threat hypothesis; an event could dump confidential resident information or even physical building entry. Property management should confirm that vendors are abiding by stringent data privacy regulations like GDPR and CCPA, which insist on rigorous data handling requirements, consent, and security. Ask them for their security controls, including data in transit and at rest encryption, certifications (e.g., SOC2 reports or ISO 27001), and if they will implement Data Processing Agreements (DPAs) that outline their responsibilities to protect your residents' data.
Tenant’s Touchpoint: Assess The Mobile App Experience
For new video intercom systems, the smartphone app should ideally be the primary interface for residents. One of the key questions to pose to vendors is, therefore, "How is your smartphone app, and how easy is the interface?" How stable and operational the smartphone app is directly impacts tenant satisfaction, take-up, and ease with which residents interact with guests and manage access. A low-cost or poorly made app can quickly become an aggravation factor that eats away at the perceived value from your investment.
When looking at the mobile app, bring its underlying capabilities up close under a magnifying glass. Does it automatically trigger video calls from visitors? Are live video streams of visitors in view for residents to view? Is remote unlocking quick and sure? Beyond these basics, think about usability: is the interface intuitive and user-friendly? Is it constantly accessible across both iOS and Android platforms? A good real-world performance measurement can typically be derived from app reviews where current users provide an honest account of experiencing bugs, crashes, or usability. Opt for an app with high ratings and feedback.
Also check if there are more sophisticated features of an app which provide a lot of convenience to dwellers. Can the tenants conveniently generate one-off or throwaway PIN codes or QR codes for expected visitors or service providers? Can the app provide them with their own access history or delivery history? A fully equipped, reliable mobile app not only simplifies daily tasks for residents but also has a direct impact on improved tenant satisfaction and retention. Effortless, empowering experience with the app elevates the intercom from utilitarian device to sought-after amenity that truly enhances the lifestyle.
Seamless Integration: Connecting With Your Systems
In modern smart building space, an independent intercom system is a throwaway expense after a few months, rather than an evolution. Therefore, the most important question for suppliers then becomes: "What are your integration capabilities with other property management systems?" The extent to which your new intercom integrates with existing or future PropTech platforms then becomes the deciding factor in automating tasks, reducing manual workloads, and future-proofing your investment.
Find suppliers who offer robust integration with core property management software (PMS) like Yardi or RealPage. Integration is the master key that will help in automatic updating of tenants directory, syncing new residents or turnover from your rent roll straight into the intercom system, saving heavily on administration time and even potential errors. In addition to PMS, inquire about integration with other access control devices such as smart locks, elevator controls, or garage doors to offer a frictionless access experience across the property. VMS security camera system integration gives an integrated perspective of security, and integration with smart home platforms can offer convenience to residents beyond access.
Frictionless integration is worth its origins. It transforms your intercom into a multi-functional device from a single-purpose device, and your building highly integrated and efficient building with improved operating efficiency and centralized control system. Through improving data conveyance and control convergence, you eliminate manually keying data, eliminate errors, and free staff time for strategic initiatives. Choosing an open API platform and having a proven integration track record ensures that your intercom will be able to adapt and evolve with the technological needs of your building as they grow.
Long-Term Reliability: Support and Warranty Coverage
Finally, for a system as important as building access, owners must question: "What does your long-term reliability support and warranty coverage include?" A high-featured system is worthless if it's unreliable. Knowing the vendor's commitment to long-term reliability and hardware life is most important to minimizing downtime, managing surprise expenses, and delivering tenant satisfaction in the future.
When it comes to vendor support, look beyond: What are their typical technical support response times? What is offered for communication channels (phone, email, chat), and are they 24/7 in case of an emergency? Is the support team experienced and capable of fixing tough network or software issues? No less crucial are software updates; cloud solutions need to have over-the-air auto-upgrades that patch security gaps, eliminate bugs, and introduce new features, keeping your staff at zero. Vendor firms with good reputations for attentive, friendly support will save you a great deal of agony.
Other than support, think about hardware endurance and warranty. Outdoor entry panels, exposed to the elements and potential tampering, should be durable. Verify high Ingress Protection (IP) ratings (i.e., IP65 or higher against water and dust) and Impact Protection (IK) ratings (i.e., IK07 or higher against vandalism). Request the hardware's lifespan and warranty period and duration. Even some vendors offer special benefits, such as the device destruction insurance provided by Teman GateGuard (deductible subject), for added peace of mind. A spending in quality hardware and a company with a comprehensive warranty and support scheme is a great choice that reduces the chances of future maintenance problems and guarantees ongoing trouble-free operation.
Proper choice of the right video intercom system is an essential decision for any multifamily property manager. By asking these five essential questions – on total cost of ownership, data privacy and security, mobile app experience, integration capability, and long-term reliability with warranty and support – you now have the complete picture of each vendor's solution. By using a process-driven approach, you can look beyond headline prices and bells and whistles and instead think through the true value, long-term operational effectiveness, and enhanced resident experience the system will deliver. An appropriately selected video intercom is not just an additional security device; it's an investment with primary roles in your property's marketability, operational effectiveness, and overall success in today's evolving multifamily world.