Multifamily Tech Talk with 20for20

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 [email protected].

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 [email protected].

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 [email protected].

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 Mezo

In 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 [email protected].

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 to[email protected].

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 to[email protected].

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 to[email protected].

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:

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 [email protected].

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:

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 [email protected].

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 [email protected].

Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.