Tech Talk with 20for20

In this episode of Tech Talk with 20for20, Dom Beveridge is joined by Sam Stein (Snappt), Vitaliy Merkulov (Renter, Inc.), and Amanda Cox (President and COO of Bellaire Multifamily Management) to explore why verification of rent (VOR) is returning as a core part of screening—and what modern technology now makes possible.The conversation covers:What is VOR and how does it help? How VOR uses prior-landlord records to reveal late payments, balances, damage, notices, pets, early terminations, and evictions that never reach credit files.Why VOR nearly disappeared—and why it’s back: The old landlord-to-landlord phone call broke down as site teams became mobile and harder to reach.AI-driven outreach (calls, texts, emails) and call-center support have restored completion rates to 75–80%.The operator’s view: mitigating risk and easing workload: How Bellaire turned around a distressed portfolio, using VOR to uncovere 25 undisclosed evictions, 61 outstanding balances, and hundreds of late pays—none of which were in the standard screening.What VoR has to do with fraud detection: 5–10% of VOR results conflict with what core screening reports and 5–7% of reference contacts are provably fakeThe critical difference between ability to pay and willingness to pay, and why it matters for screeningSponsors for this episode:Western Reporting, resident screening and income verification  by InhabitEliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

S4 E06: Beyond “Fraud” - Underwriting the Resident LifecycleIn this episode of Tech Talk with 20for20, Dom Beveridge speaks with Copley Broer, co-founder and managing partner of Sunriver Capital Partners, about why multifamily’s fraud and screening challenges are really questions of risk management. Broer—whose firm invests in and operates PropTech and FinTech companies including Vero and Rhino/Jetty—shares how he sees the sector evolving toward integrated underwriting and smarter, data-driven decision-making.The conversation covers:From “fraud” to “risk”: Fraud prevention is only part of a larger risk spectrum that includes employment loss, delinquency, and insurance exposure. The future of screening looks more like dynamic risk underwriting than static yes/no approvals.The Vero acquisition: Sun River’s investment reflects a belief that screening is the “jumping-off point” for everything in leasing—where real data first enters the system and where better underwriting can transform performance.Dynamic risk pricing: Borrowing ideas from credit and lending, Broer argues that multifamily will move beyond blunt screening thresholds toward smarter, flexible assessments that keep occupancy high while managing risk responsibly.Integrating insurance and screening: Products like deposit alternatives and loss-of-employment coverage reposition risk rather than simply filtering it out—creating stability for operators and affordability for residents.Consolidation and opportunity: The leasing-to-onboarding workflow remains fragmented. Sun River’s strategy focuses on connecting screening, risk, and insurance tools into cohesive, product-first ecosystems.Sponsors for this episode:Western Reporting, resident screening and income verification  by InhabitEliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

Multifamily operators face a growing tension: how to build strong fraud protection without creating too much friction in the application process. In this episode of Tech Talk with 20for20, Dom Beveridge brings together Christopher Cunningham (RPM Living), Steve Carroll (Findigs) and Mark Fiebig (Payscore) to discuss how operators and suppliers are finding the right balance between screening depth and user experience.The conversation explores:Active vs. passive fraud prevention: Active methods (like bank linking, ID scans, and liveness checks) are now standard, while passive data checks run quietly in the background to flag inconsistencies.Friction as a feature: The goal is “easy for good actors, difficult for bad ones.” Controlled friction helps deter fraud without derailing conversions.Balancing integrations: Some platforms run as standalone experiences (Findigs), while others embed directly in property management systems (Payscore), giving operators different control and UX trade-offs.Resident experience: Prospects are increasingly comfortable with digital screening tools and bank linking—but only if the process feels fast, secure, and seamless.The metrics that matter: Operators track not just fraud caught, but also eviction rates, conversion times, and occupancy impact to measure real value.Centralization and training: As screening moves into shared-services teams, success depends on keeping workflows simple, results reliable, and associates focused on leasing—not document review.Sponsors for this episode:Western Reporting, resident screening and income verification  by InhabitEliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

Document fraud is now one of the fastest-growing sources of bad debt in multifamily—and the tactics are getting more sophisticated. In this episode of Tech Talk with 20for20, Dom Beveridge is joined by Bonnie Smetzer (Asset Living), James Stilwell (Snappt) and Jamie Borodin (Docuverus) to examine how document fraud works, why it has accelerated, and what operators need from modern verification tools.The panel explores:How document fraud has evolved: AI-assisted forgeries now mimic both the visual layout and metadata of pay stubs and bank statements, replacing the crude edits of earlier years.The dual lenses of detection: Effective systems combine deep metadata analysis with visual and contextual checks—plus secondary sources such as bank deposits—to identify tampering or fabricated income.Market dynamics: Fraud clusters in hotspots like Atlanta, Texas, and Florida before spreading outward, with serial applicants testing defences across regions and property types.A new challenge in affordable housing: Applicants are now lowering stated income to qualify for restricted-rent units, adding compliance and revenue risk alongside traditional inflated-income fraud.The operational burden on site teams: Writable PDFs and online applications outpace what leasing staff can reliably evaluate, creating fairness risks and driving adoption of automated screening.Sponsors for this episode:Western Reporting, resident screening and income verification  by InhabitEliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

Income verification sits at the heart of fraud prevention—and it’s getting harder. In this episode of Tech Talk with 20for20, Dom Beveridge is joined by Sarah-Jane Milliren (Aldon Management), Mark Fiebig (Payscore) and Tim Ray (Verifast), to unpack what income verification really involves, why it’s so technically complex, and how it’s changing with the rise of gig work, open banking, and automation.The panel explores:The five income types: Payroll, government benefits, gig work, side-hustle deposits, and assets—all with different levels of reliability and verification methods.Bank linking vs. documents: Direct bank access provides faster, cleaner data, while documents remain necessary for certain edge cases. The best systems use a waterfall approach that blends both.Fraud prevention through transparency: Fraudsters often self-select out of processes that require real bank connections—making direct access itself a deterrent.User experience and adoption: Renters are increasingly comfortable linking bank or payroll accounts, and companies find the process improves speed, accuracy, and trust.Algorithmic judgment: Modern tools don’t just verify deposits—they interpret patterns, distinguish recurring from one-off income, and adjust for market and property-specific policies.Sponsors for this episode:Western Reporting, resident screening and income verification  by InhabitEliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

Fraud and bad debt are connected, but not identical. In this episode of Tech Talk with 20for20, Dom Beveridge speaks with Steve Carroll (Findigs), Kyle Nelson (Snappt), and Nate Thompson (Morgan Properties) about how fraud drives bad debt, and how smarter policies, metrics, and market awareness can keep both under control.The panel explores:Where they overlap: Many evictions stem from fraud, but some bad debt comes from life events or overly rigid screening policies.Better policies: One-size-fits-all rules like “three times rent” don’t work everywhere. Operators are using local data to fine-tune risk and approval criteria.Evolving fraud patterns: Organized fraud targets fast-growing lease-ups in Sunbelt markets—but is spreading into new regions through “fraud-as-a-service.”Friction vs. experience: Post-pandemic systems block more fraud but can frustrate honest renters. Smarter “fast-lane” screening helps balance both goals.Measuring success: Early payment behavior—especially in the first 90 days—is the best leading indicator of fraud and future bad debt.Sponsors for this episode:Western Reporting, resident screening and income verification  by InhabitEliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.The takeaway: analyze evictions, act on your data, and never lose sight of the renter experience. “You can eliminate delinquency,” says Nate Thompson, “but you’ll eliminate occupancy too if you’re not careful.”Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

This season of Tech Talk with 20for20 begins with a fundamental question: why is fraud such a difficult problem for multifamily operators to solve? Dom Beveridge is joined by three experts, Jamie Borodin  (Docuverus), Mark Fiebig (Payscore) and Tim Ray (Verifast), to break down what makes this problem uniquely complex, and why so many operators underestimate it.Fraud prevention, they explain, is not a single task but a constantly moving target shaped by technology, incentives, and human behavior. The discussion explores:The fundamentals of fraud - understanding the difference between first-party, third-party, and synthetic fraud, and why most issues stem from falsified or edited documents rather than stolen identities.Managing acceptable risk - the balance between minimizing bad debt and maintaining occupancy, and why different asset classes require different levels of strictness.Technology philosophies - the divide between document-first and bank-linking-first approaches, and why most effective solutions use both to separate the “fast lane” for good applicants from slower lanes for those who need deeper scrutiny.The growing challenge of organized fraud - how social media, AI tools, and “fraudpreneurs” have industrialized deception.Why we need specialist providers - what are operators getting from their best-of-breed providers that they can’t get from their PMS or platform suppliers?Sponsors for this episode:Western Reporting, resident screening and income verification  by InhabitEliseAI, AI-driven automation that helps streamline communications and improve operational efficiency.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this new season, we are returning to the topic of fraud prevention.In the 18 months since interviewing all of the best-of-breed fraud providers for Season 1, much has changed both in the technology world, and with the nature of the problem.This season includes nine episodes, each covering a specific topic that multifamily operators should understand about fraud prevention, featuring conversations with some of the leading experts in the industry.Episode 1 drops next week - make sure you've subscribed to Tech Talk with 20for20 so you don't miss an episode!

In this episode, Dom sits down with Tyler Christiansen, CEO of Funnel, to unpack the second annual Funnel Forum—an event built around centralization, automation, and AI in multifamily operations. Dom and Tyler reflect on how the event has evolved, the value of structured discussion for operators navigating change, and how Funnel is positioning its technology strategy for the future. Key topics and takeaways include:Funnel Forum’s origin story and purposeHow this year’s content evolvedThe centralization challenge for third-party managersThe growing role of contact centersHow human and AI collaboration is evolvingWhy deal flow is holding back innovation—and what happens when it returnsFunnel’s latest moves in AI: Phoenix and SierraAnd finally, a preview of next yearOther reading mentioned in the pod:Dom’s write-up of the event: “The Funnel Forum Frames the AI-Human Handoff”The 20for20 white paper: “Centralization for Third-Party Management” researched in collaboration with FunnelThis season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠⁠⁠⁠Snappt⁠⁠ - Fraud Detection .To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this year's 20for20 Annual Survey, we once again asked six leading companies to share a viewpoint about some important aspect of operations and technology. This year, we released a video in which leadership from each company advocates for their viewpoint.This is a GREAT way to get an explanation of six powerful new insights from companies at the cutting edge of multifamily technology. The viewpoints are:Donald Davidoff, CEO of Real Estate Business Analytics (REBA) presents a new framing of analytics as a lever for control over property performance.Daniel Berlind, CEO of Snappt explains how to think about the increasing complexity of fraud and the layers of capability required to combat it. Jacob Kosior, VP of client strategy with EliseAI describes some of the growing number of examples of how voice AI improves experiences throughout the customer lifecycle.Matt Baird, CTO of AppFolio considers the trade-off between simplicity and complexity in tech acquisition and why it matters in the AI-enabled world.Hope Dunleavy, Enterprise managing consultant at RealFoundations brings a historical perspective on centralization, urging operators to think rethink the “place” in the changing workplace.Michael Lightfoot, CEO of Domuso showcases real-world results from companies using rewards to influence resident behavior and improve experiences. Don’t forget to download your FREE copy of this year’s 20for20 Annual Survey. Also mentioned in the episode is “How Data Transforms Multifamily Property Management” the REBA Business Intelligence White Paper.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

To wrap up this series on maintenance centralization, we review several of the ideas that came out of the previous eight interviews. The panelists are: Brandon Winter, Director of Operational Strategy at Equity Residential,  Mylisa Rostel, CEO of Anchor NW and David Perez, former head of multifamily at RMR group.Key topics include:How companies are flexing maintenance teams across properties, allowing operators to better allocate resources and deploy specialized expertise when and where it's needed most.The role of tech, including centralized "command centers" helping to schedule work orders, manage technician assignments, and track asset-level data.Inventory management approaches, including centralized supply and just-in-time ordering.The importance of data integrity to optimizing maintenance, as many multifamily operators struggle to capture and track work order details.How AI  may improve the maintenance intake process, helping residents self-troubleshoot minor issues, improving work order triage, and setting more accurate repair expectations.Career development in maintenance, offering technicians a variety of pathways to develop new skills, specialize, and take on leadership roles.How operators see maintenance skills becoming more central to property management, with leasing and administrative tasks increasingly moving offsite.This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠Snappt⁠ - Fraud Detection and Income Verification and Best Egg Flexible Rent.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License

In this episode, Elik Jaeger, founder and CEO of SuiteSpot, shares how technology is transforming unit turnover and maintenance operations in multifamily. Key topics include:SuiteSpot's evolution from a construction services company specializing in unit turns before evolving into a purpose-built platform for multifamily operations.How unit turns are complex projects happening at scale, requiring coordination across multiple stakeholders, including internal teams and external vendors, to minimize downtime and reduce costs.Why the traditional one-to-100 staffing model for maintenance is outdated, as technology enables operators to optimize  workforce.What multifamily can learn from single-family, particularly in areas like mobile technician management, vendor partnerships, and self-service options.How operators are achieving success by shifting toward a more flexible maintenance model, using technology to decouple staff from properties.The increasing role of AI and automation, with solutions like SuiteSpot Engage providing real-time work order tracking for residents and AI-driven intake systems improving diagnostics and reducing unnecessary technician trips.SuiteSpot's recent investment from RET Ventures and how it will accelerate innovation.This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠Snappt⁠ - Fraud Detection and Income Verification and Best Egg Flexible Rent.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this episode, Dom sits down with Jay McKee, founder and CEO of Lessen, to discuss that draws on Jay's extensive background in property management and services. Jay shares insights into the lessons learned from building large-scale maintenance networks and the technology driving the next phase of operational efficiency.Key topics include:The creation of Lessen, driven by a need to streamline maintenance operations, leveraging lessons learned from single-family rental operations to create a more scalable, efficient model.How single-family rental operations provide valuable insights for multifamily, particularly managing without onsite staff, relying instead on centralized coordination and AI-driven dispatching.How tech enables better decision-making for staffing and vendor allocation, allowing operators to balance in-house technicians with third-party service providers.The growth of "work order avoidance" as an important lever for improvement, with AI-driven diagnostics helping to reduce unnecessary service calls by up to 30% for some operators.This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠Snappt⁠ - Fraud Detection and Income Verification and Best Egg Flexible Rent.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

S3 E07: Mike Travalini, Co-Founder and CEO of MezoIn this episode, Dom speaks with Mike Travalini, CEO and co-founder of Mezzo, about how AI-driven maintenance solutions are transforming rental housing operations. Mike shares his journey from real estate investment to founding Mezzo, which was recently acquired by Property Meld (interviewed earlier in this series).Key topics include:How Mike’s experience as an operator led him to focus on maintenance visibility and the problems of dispatch and fulfillment.How the Covid-era rise of telehealth inspired the initial concept for Mezzo, using live video calls between residents and technicians before evolving into an AI-driven intake process.The improvement that AI-powered diagnostics brings to work order quality, allowing residents to describe maintenance issues more accurately.The importance of structured data for maintenance optimization, with Mezzo using AI to capture asset-level details, track work order resolutions, and improve visibility.The cultural differences in the adoption of AI between residents and technicians.The Property Meld acquisition, which will integrate Mezzo’s AI-driven intake into a full-service maintenance platform.This season of Tech Talk with 20for20 is brought to you by our season sponsors are ⁠Snappt⁠ - Fraud Detection and Income Verification and Best Egg Flexible Rent.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this episode, Dom speaks with Daniel Cunningham, CEO ofLeonardo247, about the evolving role of AI in maintenance and the realities of centralization. Daniel shares his experiences from both the operator and technology side, offering insights into how automation and data-driven decision-making are reshaping the industry.Key topics include:Daniel’s experience as an asset manager led to the creation of Leonardo247, a task-based compliance platform designed to guide on-site teams and ensure consistent execution of policies and procedures.AI-driven work order triage is already proving its value, with solutions like Connect 24-7 reducing work order volume by offloading troubleshooting and administrative tasks from maintenance teams.How large language models (LLMs) are making it possible to extract insights from previously unstructured information in work orders, inspections, and technician notes.Why fully centralized maintenance is impractical for most multifamily operators, as geographic challenges and logistical inefficiencies outweigh the potential benefits.What a hybrid approach to centralization may look like, with specific skill sets like HVAC or electrical work being shared across properties.The shift toward staffless properties is gaining traction, with advancements in self-service leasing, AI-powered maintenance triage, and centralized property management reducing the need for on-site administrative roles.This season of Tech Talk with 20for20 is brought to you by our season sponsors are⁠Snappt⁠ - Fraud Detection and Income Verification andBest Egg Flexible Rent.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at20for20.com.Connect with Dom Beveridge (Principal, 20for20) viaLinkedIn, or email todom@20for20.com.Our theme, “Beautiful Geometry” byPhish Funk is licensed under aAttribution-NonCommercial 3.0 International License.

In this episode, Dom sits down with Ray Hespen, CEO and co-founder ofProperty Meld, to discuss how his industrial engineering background shaped his approach to multifamily maintenance. They dive into strategies for centralizing maintenance, leveraging data, and integrating AI to improve operations and resident experiences. Key topics include:How Ray’s background in manufacturing and process engineering informed Property Meld’s approach to innovating maintenance operations.Why Ray sees scattered-site portfolios as a model for maintenance optimization in multifamily.How data capture is critical for decision-making and improving technician and vendor efficiency.The emerging role of AI in triage, dispatch, and logistics to streamline maintenance processes and optimize resources.How to blend W2 employees and third-party vendors, focusing on specialization to drive efficiency and reduce costs.The role of performance-based compensation and real-time metrics in motivating teams and driving better maintenance outcomes.Proactive maintenance models, self-healing properties, and the potential for AI-driven decision-making to transform the industry.This season of Tech Talk with 20for20 is brought to you by our season sponsors are⁠Snappt⁠ - Fraud Detection and Income Verification andBest Egg Flexible Rent.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at20for20.com.Connect with Dom Beveridge (Principal, 20for20) viaLinkedIn, or email todom@20for20.com.Our theme, “Beautiful Geometry” byPhish Funk is licensed under aAttribution-NonCommercial 3.0 International License.

In this episode, Dom sits down with Sean Landsberg, co-founder and CEO of AppWork, to explore innovative approaches to multifamily maintenance. From gamification to centralization, Sean shares insights gained from his dual perspective as an operator and a technology founder. Key topics include:The Origins of AppWork: How Sean’s frustration as an operator led to the creation of a maintenance platform designed specifically for technicians.Gamification in Maintenance: How features like performance badges and technician ratings enhance engagement, improve service quality, and create career development opportunities.How accurate data capture and technician-friendly tools are transforming maintenance operations and paving the way for centralization.Lessons learned from an early attempt at centralization, including the cultural and operational hurdles of removing on-site teams and consolidating inventory.Why a hybrid approach, combining centralized expertise with on-site capabilities, might be the best solution for many multifamily operators.The opportunity for better inventory management and expanded use of gamification and data-driven decision-making.This season of Tech Talk with 20for20 is brought to you by our season sponsors are⁠Snappt⁠ - Fraud Detection and Income Verification andBest Egg Flexible Rent.To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at20for20.com.Connect with Dom Beveridge (Principal, 20for20) viaLinkedIn, or email todom@20for20.com.Our theme, “Beautiful Geometry” byPhish Funk is licensed under aAttribution-NonCommercial 3.0 International License.

In this episode, Dom chats with Ken Murai, founder of Facilgo, about his journey from creating OpsTechnology to innovating with Facilgo, and how centralized maintenance is transforming multifamily operations. They dive into the evolution of maintenance technology and how adopting techniques from single-family and scattered-site portfolios can unlock efficiencies in multifamily. Key topics include: OpsTechnology’s Legacy: How Ken’s earlier work revolutionized procurement in multifamily and influenced his approach to Facilgo. Centralization in Maintenance: Breaking down the process from intake and triage to scheduling, outsourcing, and feet-on-the-street execution. Leveraging AI and Technology: The role of AI in intake, triaging, and scheduling, along with route optimization for scattered-site portfolios. Service Request Avoidance: Empowering residents with self-help options to minimize unnecessary service calls. Future Trends: Speculating on the end-state of centralized maintenance and how geographic consolidation and centralized triage functions will shape multifamily operations. Sponsors for this episode: ⁠Snappt⁠ - Fraud Detection and Income Verification To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com. Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com. Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

In this episode, Dom sits down with Jindou Lee, CEO and founder of HappyCo, to discuss how centralized maintenance is reshaping multifamily operations. They explore how innovative technology, like AI and advanced inventory management, can enhance efficiency and cut costs in a challenging labor environment. Key topics include: HappyCo’s Origin Story: How frustration with traditional inspection methods led to the creation of a leading platform in multifamily maintenance. Centralization in Maintenance: Why maintenance centralization is a spectrum, with operators ranging from partially centralized to fully integrated models. Technology’s Role in Maintenance: How AI tools like automated work order categorization, inventory tracking, and resource allocation are transforming multifamily operations. Cultural and Operational Shifts: Overcoming communication gaps, redefining roles like "air traffic controllers," and leveraging data to improve decision-making. Lessons from Other Industries: Drawing inspiration from single-family, manufacturing, and even companies like Amazon and Domino's to optimize multifamily workflows. Sponsors for this episode: ⁠Snappt⁠ - Fraud Detection and Income Verification To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com. Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com. Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.

This new season explores an area that multifamily has been struggling with for some time: Maintenance Centralization.In particular, it will explore a big idea: for maintenance to be centralized, it needs to become more like the single-family rental model. The season will feature deep-dive interviews with the founders of the leading maintenance technology platforms. as well as a round table with some operators.We recommend listening to Dom's talk from a maintenance conference last fall on this subject. Click the link below for the video, or for the audio track, just keep listening after the Season 3 preview. The video of Dom’s talk on maintenance centralization: The Lowdown: Centralized Maintenance in Rental Housing Sponsors for this episode: ⁠Snappt⁠ - Fraud Detection and Income Verification To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com. Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com. Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.