Is property management software a CRM?

Sure thing! Here’s a different version: When it comes to real estate and hospitality, you’ll often hear about Property Management Systems (PMS) and Customer Relationship Management (CRM) systems. These tools are crucial for running a business smoothly, but they each have their own unique roles. This blog will delve into the disparities between a Property Management System and a Customer Relationship Management system, and investigate if a Property management software can double as a CRM.

Understanding Property Management software

A Property Management System, like Dofort, is a software application created to oversee the day-to-day tasks of property management. These systems are widely used in hotels, vacation rentals, residential buildings, and commercial properties. Key functions of a Property management software include:

Reservations and Bookings: Managing reservations is a crucial aspect of a PMS. This involves booking rooms, scheduling maintenance, and efficiently allocating resources.

Guest Check-in and Check-out: A Property management software automates the check-in and check-out procedures, guaranteeing a seamless experience for guests and effective management for staff.

Housekeeping Management: The system assists in coordinating housekeeping tasks, ensuring that rooms are cleaned and maintained as per schedule.

Billing and Invoicing: Property management software takes care of billing, invoicing, and payment processing, simplifying financial management.

Reporting and Analytics: These systems offer comprehensive reports on occupancy rates, revenue, and other important performance indicators, aiding managers in making well-informed decisions.

Maintenance Management: PMS can monitor maintenance requests and schedules, ensuring that properties are properly maintained.

Understanding Customer Relationship Management Systems

CRM systems help companies effectively manage their relationships with both current and potential customers. They are utilized in a wide range of industries such as real estate, hospitality, retail, and others. Key features of a CRM system are:

Contact Management: Customer Relationship Management (CRMs) systems store detailed customer information, such as contact details, communication history, and preferences.

Sales Management: These tools assist in managing the sales pipeline, monitoring leads, and tracking sales activities.

Marketing Automation: CRMs enable the automation of marketing campaigns, customer segmentation, and monitoring the effectiveness of marketing efforts.

Customer Service Management: CRMs aid in customer service by tracking issues, managing support tickets, and ensuring timely resolutions.

Analytics and Reporting: CRMs offer insights into customer behavior, sales performance, and marketing effectiveness through detailed reports and dashboards.

Collaboration Tools: CRMs promote team collaboration by providing a centralized platform for sharing information and coordinating activities.

Key Differences Between Property management softwareand CRM

Property management software and CRM systems play different roles in managing a business. Here are the main distinctions between the two:

Primary Focus: Property management software focuses on property operations like reservations and maintenance, while CRM focuses on customer relationships and sales.

Data Management: PMS handles property-related data, while CRM manages customer interactions and preferences.

Functionality: Property management software deals with property management operations, while CRM manages the entire customer lifecycle.

Integration: Property management software integrates with operational tools, while CRM integrates with marketing and customer service applications.

Can a Property Management System Function as a CRM?

Given the distinct purposes of Property management software and CRM systems, the question arises: Can a PMS function as a CRM? The answer depends on the specific needs of the business and the capabilities of the Property management software in question.

Limited CRM Features in Property management software

There are certain Property Management Systems nowadays, such as Dofort, that offer basic CRM functionalities. These functionalities consist of simple contact management, guest communication, and basic marketing automation. For smaller properties or businesses with straightforward customer management requirements, these integrated CRM features could be suitable. Nevertheless, they usually do not offer the same level of complexity and advanced features as specialized CRM systems.

Integration of Property management softwareand CRM

Businesses looking for a complete property management and strong customer relationship management solution often find that combining a Property management software with a CRM is the ideal choice. By integrating these two systems, data can flow smoothly between them, offering a comprehensive overview of property operations and customer engagements. This integration can boost productivity, enhance customer service, and increase revenue.

For instance, a hotel could utilize a Property management software for handling reservations and check-ins, and by integrating it with a CRM, they can keep track of guest preferences, manage loyalty programs, and personalize marketing campaigns. This unified approach guarantees that all customer interactions are documented and leveraged to improve the overall guest experience.

Benefits of Integrating Property management softwareand CRM

Gain a deeper understanding of customer preferences, behaviors, and trends by combining data from both systems. This can help tailor marketing efforts and improve customer satisfaction.

Streamline operations and reduce the need for manual data entry by integrating systems, ensuring all information is up-to-date. This can save time and reduce errors.

Create highly targeted marketing campaigns by accessing comprehensive customer data, leading to higher engagement rates and increased revenue.

Track and manage all customer interactions consistently, providing a seamless experience across all touchpoints. This can enhance customer loyalty and encourage repeat business.

Make more informed decisions based on comprehensive insights from integrated data, leading to better resource allocation, improved service delivery, and increased profitability.

Choosing the Right Solution

Businesses should take into account their individual requirements, financial resources, and future objectives when choosing between a Property management software with CRM capabilities or combining standalone PMS and CRM platforms. Here are a few key aspects to think about:

1. Larger businesses with complex customer management needs may find it beneficial to integrate separate Property management software and CRM systems, while smaller businesses with simpler operations might be satisfied with a PMS that includes CRM features.

2. Integrating separate PMS and CRM systems can be a significant investment in terms of time and money, so businesses should carefully consider the potential benefits and costs before making a decision.

3. It’s important for businesses to choose a solution that can scale with their growth and adapt to changing needs as they evolve.

4. User-friendly and easy-to-navigate Property management software and CRM systems are essential to avoid inefficiencies and user frustration.

5. Adequate support and training are crucial for ensuring that staff can effectively use the systems, so businesses should consider the availability of training resources and customer support when making their choice.


Integrating a Property Management System with a Customer Relationship Management system can offer businesses a comprehensive view of property operations and customer interactions. This can lead to better customer insights, operational efficiency, personalized marketing, smooth customer experiences, and data-informed decision-making. The decision to use a Property management software with CRM features or integrate separate systems should be based on the unique needs and objectives of the business. By selecting the appropriate solution, businesses can effectively handle property management and customer relationships, fostering growth and success in the competitive real estate and hospitality sectors.

Is property management software a CRM?